10 Best Call Center Recording Software for 2025: Features, Tools, & Buying Guide

Traditional call recording has long been the bread and butter of call centers. It enables them to accurately capture conversations for quality management, dispute resolution, and targeted agent training. However, manually sifting through hours of audio files is a drain on resources and makes it difficult to spot trends in customer sentiment or agent performance.

Fortunately, call center recording software has stepped in to address this issue. Advanced call recording software goes beyond simple audio recordings, offering a richer picture of customer interactions for both inbound and outbound calls.

What Is Call Center Recording Software?

Call center recording software is a tool that captures audio and/or screen recordings of conversations between agents and customers. It provides a verifiable record of interactions, crucial for critical business functions, like performance monitoring and agent coaching.

Who uses call center recording software?

• Support teams to review customer issues and improve resolution times.
• Sales teams to analyze call effectiveness and refine their pitch.
• Quality assurance (QA) managers to monitor agent performance and provide coaching.
• Compliance officers to ensure adherence to legal and industry regulations.

Here’s a video that explains what call recording software is, its benefits for quality assurance and compliance, and the different recording options available (automatic, on-demand, and user-initiated).

Why Call Center Recording Software Is Essential for Call Centers?

Here are a few reasons why call centers need dedicated software to record calls:

• Legal compliance: Many industries are subject to strict regulations. Call recording helps ensure compliance with laws such as HIPAA (Health Insurance Portability and Accountability Act), PCI-DSS (Payment Card Industry Data Security Standard), and GDPR (General Data Protection Regulation).
• Quality monitoring and coaching: Phone call recordings give concrete examples for agent coaching. Call center managers can use them to identify improvement opportunities, from communication skills to adherence to company policies, translating to better agent performance and a consistent customer experience.
• Customer experience and issue resolution: Having a recording of a customer interaction is useful for resolving disputes. Call center recordings give you a clear history of customer conversations, which can help de-escalate tricky situations and find a quick resolution.

What Features To Look for in Call Center Recording Tools?

Before getting into specific call center recording software providers, here are some important features you should consider (and which we used to list the providers for you):

• Cloud vs. on-premise recording: Cloud contact center solutions offer cloud backups and greater flexibility and scalability, while on-premise solutions provide more control over data security.
• Real-time vs. post-call analysis: Real-time call analysis helps immediately intervene, while post-call analysis provides deeper insights for long-term strategy.
• Searchable transcripts and AI: AI-powered transcription and speech analytics make it easy to search for keywords, analyze customer sentiment, and identify trends across thousands of calls.
• Storage, security, and encryption: Look for contact center solutions that offer secure, encrypted storage to protect sensitive customer data.
• CRM and helpdesk integrations: Smooth integration with your existing CRM and helpdesk software gives you a complete view of the customer journey.

Top 10 Call Center Recording Software Platforms

Below is a comparison of the top call center recording tools for 2025.

Tool	Best for	Key features	Starting price for call recording	Call recording type
Nextiva	All-in-one business communication	VoIP, CRM, analytics, call recording	$30/user/month	Automatic/on-demand
RingCentral	Small to medium-sized businesses	Team messaging, video conferencing, phone system	$25/user/month	Automatic/on-demand
NICE CXone	Enterprise contact centers	Workforce optimization, analytics, automation	$94/month	Automatic (full-time, percentage-based, and event-driven)
Five9	Cloud contact centers	Omnichannel support, predictive dialer, AI	$119/month	Automatic/on-demand
Aircall	Sales and support teams	Power dialer, CRM integration, call coaching	$30/user/month (3-user minimum)	Automatic
Talkdesk	Customer-centric companies	AI-powered features, customer journey mapping	$105/user/month	Automatic/on-demand
Rev.ai	Developers and enterprises	Speech-to-text APIs, real-time transcription	Pay-as-you-go	Automatic
Vonage	Businesses of all sizes	Unified communications, APIs, contact center	$27.99/line/month	On-demand call recording (15 hours per month)
JustCall	Remote teams	SMS automation, appointment scheduler, call tracking	$89/user/month (2-user minimum)	AI-powered and automatic
Zoom Contact Center	Businesses using Zoom	Video-first omnichannel, AI companion	$69/user/month	Ad-hoc and automatic recording

1) Nextiva

Nextiva integrates call recording directly into its unified customer experience management (UCXM) platform, but also offers it as a standard VoIP call recording feature. The platform offers high-quality recordings enhanced with AI for instant coaching and quality assurance (QA).

It not only captures calls but also transcribes call recordings and analyzes voice tone, allowing contact center managers to quickly identify key moments — all from one intuitive dashboard. Nextiva’s secure storage and compliance features are great for businesses that need a complete solution.

Key recording features:

• Voice and screen recording: Capture both agent audio and desktop activity simultaneously during a call.
• AI transcription with tone analysis: Get full-text transcripts with emojis indicating speaker sentiment on each line.
• On-demand and automatic call recorder: Set rules for automatic recording or allow agents to start and stop recordings manually.

Price: Nextiva’s business phone plans start at $30/user/month and include voice and video recording.

Pros & cons

• Pros: All-in-one platform simplifies tech stack; highly reliable with excellent uptime.
• Cons: Can be a little more expensive than single-purpose tools.

Best for: Businesses that need an all-in-one platform where recordings are automatically linked to customer data and enhanced with AI.

What users say about Nextiva’s call recording capabilities:

Great Admin options for keeping all the information about the agents working. Their customer service is really good when setting up the account. They completely walked me through the process and guided me at every step. Easy access to call recording, and I can send the recording to any email I want only by one click. — Ben F. via G2

2) RingCentral

RingCentral offers reliable, scalable call recording as a core feature of its communications platform. It provides flexible management capabilities for automatic or on-demand recording. All files are stored in a central, searchable library. The platform integrates with CRM systems and links recordings directly to customer records for easy access and review.

Key recording features:

• Automatic company-wide recording: Set a global rule to record all incoming and outgoing calls.
• Role-based access controls: Define permissions for who can listen to, download, or delete recordings.
• API for recordings: Programmatically manage or retrieve call recordings for custom workflows.

Price: RingEX plans that include auto call recording start at $25/user/month. Contact center solutions are offered as a separate package.

Pros & cons

• Pros: Good reliability and uptime; great third-party integrations.
• Cons: Contact center features are a separate, costly package. The sheer number of features can be overwhelming.

Best for: Enterprises that need a dependable, easy-to-manage system for capturing and storing call recordings.

What users say about RingCentral’s call recording capabilities:

I really like the call recording aspect – It allows us to review sales calls and learn from them. Integration went pretty smoothly, other than setting up our texting campaign. — RingCentral customer via G2

3) NICE CXone

NICE CXone is built for enterprise-scale analysis, recording both call audio and agent screens to provide complete interaction data. Its powerful Enlighten AI engine automatically analyzes call recordings for compliance issues, agent performance metrics, and deep customer insights. This total-capture approach is good for quality management in large, data-driven contact centers.

Key recording features:

• Combined audio and screen capture: Records both voice audio and synchronized screen activity as a single interaction file.
• Enlighten AI analytics suite: A dedicated AI tool that automatically scores recordings against performance and compliance metrics.
• Automated compliance flagging: Proactively identifies and flags compliance breaches within recordings.

Price: Nice CXone plan that includes voice recording and storage starts at $94/month.

Pros & cons

• Pros: Powerful and deep analytics; purpose-built for enterprise-level compliance and WFM.
• Cons: Very expensive; has a steep learning curve for administrators and agents.

Best for: Large enterprises that need to analyze 100% of interactions for deep insights, quality management, and compliance.

What users say about NICE CXone’s call recording capabilities:

At first, it’s a bit complex compared to other solutions and can be a bit overwhelming. Sometimes information is delayed. I think native reporting could be improved. — Cindy B. via G2

4) Five9

Five9 uses AI to transform call recordings from static files into actionable information. The platform automatically summarizes recorded calls to reduce agent workload and analyzes phone conversations in real time to provide live coaching notifications. Managers can also search the entire recording library for keywords and sentiment trends to develop their call center strategy.

Key recording features:

• Generative AI call summaries: Automatically creates a concise summary of every recorded call, reducing manual note-taking.
• Real-time agent assist: Provides live, on-screen prompts to agents based on the conversation analysis as it happens.
• Sentiment and topic analytics: Searchable analytics to track customer sentiment and key topics across all recordings.

Price: Five9’s contact center plans with an integrated call recording feature start around $119/user/month.

Pros & cons

• Pros: Good AI features like summaries and agent assist, strong outbound dialing capabilities.
• Cons: User interface is less modern than some competitors; can be cost-prohibitive for smaller teams.

Best for: Large contact centers that need artificial intelligence to automate tasks and provide live coaching from recording data.

What users say about Five9’s call recording capabilities:

Five9’s call recording system and reporting make it easy to conduct agent quality assurance and monitoring. It has extensive pre-built reporting for abandon rate, call time, talk time, and wrap-up time, with additional options to create your own reporting. — Ariana T. via G2

5) Aircall

Aircall’s call recording feature is designed for sales coaching and support efficiency, automatically logging every call into your CRM. This direct integration allows call center managers to easily review calls related to specific deals or support tickets. The platform’s live listening and whisper features provide real-time coaching opportunities that can be saved for later review.

Key recording features:

• One-click CRM logging: Automatically attach the call recording link to the relevant call log, contact, or ticket in your CRM.
• Live call “whisper” and barge: Coach agents in real-time by speaking to them privately during a live call.
• Shared call inboxes: Allow team members access and comment on shared recordings for collaborative training.

Price: Starts at $30/user/month (3-user minimum).

Pros & cons

• Pros: Great CRM integrations; easy for agents to use.
• Cons: Base plans lack advanced features; per-user pricing can become expensive as teams grow.

Best for: Sales and support teams whose coaching processes tie directly to their CRM data and workflows.

What users say about Aircall’s call recording capabilities:

“Well-thought functionalities for call listening, especially cherished from QA, are the option to play a recording from a certain point/keyword in the transcript. Connects very well with CRM; flexible options, allowing to tailor the experience.” — Boryana B., QA Manager, via G2

6) Talkdesk

Talkdesk uses call recordings as the primary data source for its AI engine, improving both automated support and agent performance. The recordings are actively analyzed to train the virtual agent and populate the knowledge base with relevant information. Real-time transcription and screen recording provide agents with AI-powered suggestions during the call.

Key recording features:

• AI model training: Feeds call transcripts into its AI to improve the accuracy of its Virtual Agent and knowledge base.
• Automated quality management: Automatically scores random samples of recordings against predefined scorecards.
• Real-time transcription: Provides a live, running transcript of the call to both the agent and AI tools.

Price: All Talkdesk’s cloud contact center plans (except CX Cloud Digital Essentials) include call recording. Voice plans start at $105/user/month.

Pros & cons

• Pros: Decent AI features for agent support and self-service; modern and user-friendly interface.
• Cons: One of the more expensive solutions

Best for: Businesses that want to use their call recording library to power AI tools for agent assistance and customer self-service.

What users say about Talkdesk’s call recording capabilities:

“Talkdesk helps me view, firstly, monthly stats with regards to QA’s scores per line of business. It helps to load coaching and recording QA’s. I recently found that I could load coaching opportunities for other lines of business and download the coaching forms as well. “ — Kriyaan N., Team Leader, via G2

7) Rev.ai

Rev.ai acts as a specialized engine for large-scale analysis of existing call recording libraries. Businesses can use its API to transcribe large recording archives with high accuracy. After transcription, the tools can perform sentiment analysis and topic extraction to get essential customer data from voice conversations.

Key recording features:

• Asynchronous (Batch) API: Transcribe large volumes of pre-recorded audio files stored in the cloud.
• Real-time streaming API: Transcribe audio in real-time with low latency for live applications.
• PII redaction endpoint: Automatically identify and remove sensitive personal information from transcripts.

Price: Pay-as-you-go model (from $0.005/minute).

Pros & cons

• Pros: Transcription accuracy; flexible and developer-friendly pay-as-you-go pricing.
• Cons: Requires technical expertise to implement; not a standalone platform. Costs can be unpredictable at high volumes.

Best for: Developers and businesses that need a highly accurate tool to transcribe and analyze large volumes of existing call recordings.

What users say about Rev.ai’s call recording capabilities:

I was looking for an easy-to-deploy speech-to-text API, and Rev.ai delivered all that I needed, at a fair price. Their documentation is easy to follow and very complete. The API works flawlessly and the process is very straightforward.” — Manuel via Capterra

8) Vonage

Vonage focuses on reliability and strict compliance when it comes to call recording. It offers secure recording for PCI DSS compliance and is backed by a high availability SLA to ensure no critical calls are missed. The platform holds HIPAA, SOC 2, and more compliances, making it a trusted choice for regulated industries.

Key recording features:

• Pause-and-resume functionality: Allows agents to manually pause recording to prevent sensitive data (like credit card numbers) from being stored.
• Encrypted storage with WORM: Provides Write-Once-Read-Many compliant storage to ensure recordings are tamper-proof.
• 99.999% uptime SLA: Guarantees that the recording system is operational and available when needed.

Price: Vonage includes on-demand call recording (15 hours per month) on its highest plan that costs $27.99/line/month.

Pros & cons

• Pros: Uptime guarantee; strong focus on security and compliance certifications.
• Cons: Administrative interface is considered dated by many users; less emphasis on AI features. Cap on recording time limit.

Best for: Organizations where the integrity, security, and guaranteed capture of recordings are non-negotiable.

What users say about Vonage’s call recording capabilities:

“The call quality is good and the recording of the call is always safe.” — Jason B., Customer Service Agent, via G2

9) JustCall

JustCall makes call recording and AI analytics accessible for smaller teams. It offers essential recording features for quality assurance and a cost-effective AI add-on for call transcription and sentiment analysis. Logging recordings in an integrated CRM helps teams review customer conversations contextually and without large financial investments.

Key recording features:

• Live call monitoring and barge: Supervisors can listen in on calls live and choose to join the conversation if needed.
• AI transcription add-on: An optional service to transcribe recorded calls for easier review and analysis.
• Public recording links: Generate a shareable link to a specific call recording for easy sharing with people outside the organization.

Price: JustCall’s plan with AI coaching and tracking costs $89/user/month and requires a minimum of 2 licenses.

Pros & cons

• Pros: Affordable entry-level pricing; includes SMS and automation features in its plans.
• Cons: AI transcription is a paid add-on. Some users report inconsistent customer support.

Best for: Small to mid-sized businesses that need a cost-effective way to implement call recording and basic AI analysis.

What users say about JustCall’s call recording capabilities:

“The call and call recording function for outgoing and incoming calls is great for me. It allows me to listen to my conversations with my clients again, which is ideal when I have to call or receive a call from a client but am not able to take notes. It also allows me to keep the recording for my compliance.” — Patrick L. via G2

10) Zoom Contact Center

Zoom extends its call center recording capabilities beyond audio, capturing video and screen interactions for more complete training and analytics data. The platform aggregates multimedia recordings, saving managers time in review. This video-first approach simplifies understanding client interactions for coaching and quality assurance.

Key recording features:

• Integrated voice and video recording: Natively captures and stores both traditional phone calls and video-based customer interactions.
• AI Companion for summaries: Automatically generates summaries and next steps from recorded calls and meetings.
• Granular recording controls: Provides extensive settings to control who is recorded, what notifications are shown, and where files are stored.

Price: Starts at ~$69/user/month (requires a Zoom One plan).

Pros & cons

• Pros: Smooth experience for existing Zoom users; video recording capabilities provide richer coaching context.
• Cons: Requires a base Zoom One subscription, adding to the total cost. Still a newer product compared to established leaders.

Best for: Businesses already in the Zoom ecosystem that want to record video, voice, and screen interactions in one place.

What users say about Zoom’s call recording capabilities:

“I find the AI note-taking, recording features, and collaborative options to be extremely useful. Overall, it helps our meetings to flow efficiently and effectively.” — Allyson S. via G2

How To Choose a Recording Software for Your Call Center

With so many options, choosing the right call recording software can be a challenge. Go beyond the feature list and consider these crucial factors:

• Team size and channels: Are you a 5-person startup or a 500-agent enterprise? Your scale will dictate your needs. Also, consider your channels. If your customers prefer chat and email, a voice-only solution won’t suffice.
• Features and use case: Don’t pay for what you don’t need. If your primary goal is compliance, focus on security, encryption, and redaction features. If it’s coaching, prioritize call monitoring, AI analytics, and screen recording.
• Budget and total cost of ownership (TCO): Look past the sticker price. Ask about implementation fees, per-minute charges, data storage costs, and charges for add-on features. A lower monthly fee might hide higher variable costs.
• Scalability and future growth: The right recording solution should grow with you. Ask your service provider how their platform handles call volume or additional agents. A cloud-based solution provides greater flexibility for scaling up or down.
• Vendor support and reliability: When issues arise, you need prompt and effective support. Check reviews for feedback on customer service. Look for call recording software that offers a Service Level Agreement (SLA) guaranteeing a certain level of uptime.

Nextiva: Your All-in-One Call Center Recording Solution

More contact centers are moving away from traditional call center recording tools and opting instead for an integrated, well-rounded solution with advanced features. So, if you’re looking for the best contact center software with an all-in-one recording solution, look for integrated platforms like Nextiva.

Take advantage of Nextiva’s call center solutions, which include the following benefits:

• More efficient call center workflows: Raise your customer experience metrics and agent performance with Nextiva’s call recording software.
• Security and compliance: Ensure your call recording procedures meet legal requirements and industry standards.
• Worry-free call recording: Implement advanced recording tools in your contact center to capture every conversation clearly. The system is reliable, with a 99.99% uptime.

Maximization of your existing tech budget: Benefit from Nextiva’s straightforward, transparent pricing and industry-leading support.

Call Center Recording FAQs