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Call recording software to capture conversations and improve interactions

Record and securely access business calls with Exotel's call recording software. Review conversations for quality assurance, training, dispute resolution, compliance, and better customer experiences.

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Supervisor reviewing a recorded customer conversation

25B+Interactions a year, trusted by businesses that rely on every conversation.

What is call recording software?

Call recording software captures and stores audio from business conversations so teams can access and review calls when needed. For call centers, recordings provide an objective record of customer interactions that supervisors can use to evaluate agent performance, improve call quality, support training, resolve disputes, and meet compliance requirements. Exotel allows businesses to configure call recording for specific or all campaigns, with recordings available for playback through the platform. Whether you're running a large contact center or a small business team, call recordings can give you a reliable record of customer conversations beyond the live interaction.

Why use call recording for your business?

A recorded conversation can be more than an archive. It can become a practical tool to improve how your teams communicate with customers.

Resolve disputes with greater clarity

Refer back to the original conversation when you need to verify what was discussed or agreed with a customer.

Support compliance requirements

Maintain a record of customer interactions where call recording is required or forms part of your internal compliance processes.

Understand the customer experience

Listen to real conversations to identify recurring questions, friction points, and opportunities to improve your customer journey.

Create accountability across conversations

Give supervisors and teams a reliable record of interactions instead of relying entirely on memory or manual notes.

Improve quality assurance

Review actual customer conversations to evaluate how agents handle calls, follow processes, and deliver the expected customer experience.

Train and coach agents

Use real conversations as training material to identify what agents are doing well and where they can improve.

Resolve disputes with greater clarity

Refer back to the original conversation when you need to verify what was discussed or agreed with a customer.

Support compliance requirements

Maintain a record of customer interactions where call recording is required or forms part of your internal compliance processes.

Understand the customer experience

Listen to real conversations to identify recurring questions, friction points, and opportunities to improve your customer journey.

Create accountability across conversations

Give supervisors and teams a reliable record of interactions instead of relying entirely on memory or manual notes.

Improve quality assurance

Review actual customer conversations to evaluate how agents handle calls, follow processes, and deliver the expected customer experience.

Train and coach agents

Use real conversations as training material to identify what agents are doing well and where they can improve.

Resolve disputes with greater clarity

Refer back to the original conversation when you need to verify what was discussed or agreed with a customer.

Support compliance requirements

Maintain a record of customer interactions where call recording is required or forms part of your internal compliance processes.

How does business call recording work?

Exotel lets businesses configure call recording as part of their calling workflows. Once recording is enabled, the system captures the conversation and stores it for authorised access and review.

  1. Configure recording

    Enable call recording for the campaigns or call flows where you want conversations to be captured. You can configure recording for specific or all campaigns.

  2. Capture the conversation

    When a call meets the configured recording conditions, Exotel captures the audio and stores it as an MP3 recording. By default, calls are recorded when connected to an agent.

  3. Access and review

    Supervisors can search for interactions and play back recordings through the relevant Exotel interface. Individual recordings can also be downloaded when required.

  4. Use conversations to improve operations

    Teams can review recordings for quality assurance, training, dispute resolution, compliance, and other business requirements.

Call recording built for different business needs

Quality assurance and coaching

Review conversations to understand whether agents are following call flows, providing accurate information, building rapport, and handling customer interactions effectively.

Dispute resolution

Use recordings as an objective reference when there is a question about what was communicated during a customer interaction.

Compliance and record keeping

Maintain conversation records where your business processes or applicable requirements call for recorded interactions.

Small business call recording

Give growing teams access to the fundamental benefits of recorded conversations, including the ease to review calls, improve customer interactions, and keep track of important conversations.

Call center call recording

Capture customer conversations across your contact center and give supervisors access to recordings for quality monitoring, agent evaluation, and training.

Business call recording

Create a reliable record of customer conversations across sales, support, collections, service, and other business teams.

Quality assurance and coaching

Review conversations to understand whether agents are following call flows, providing accurate information, building rapport, and handling customer interactions effectively.

Dispute resolution

Use recordings as an objective reference when there is a question about what was communicated during a customer interaction.

Compliance and record keeping

Maintain conversation records where your business processes or applicable requirements call for recorded interactions.

Small business call recording

Give growing teams access to the fundamental benefits of recorded conversations, including the ease to review calls, improve customer interactions, and keep track of important conversations.

Call center call recording

Capture customer conversations across your contact center and give supervisors access to recordings for quality monitoring, agent evaluation, and training.

Business call recording

Create a reliable record of customer conversations across sales, support, collections, service, and other business teams.

Quality assurance and coaching

Review conversations to understand whether agents are following call flows, providing accurate information, building rapport, and handling customer interactions effectively.

Dispute resolution

Use recordings as an objective reference when there is a question about what was communicated during a customer interaction.

Turn recorded conversations into better customer experiences

Every recorded conversation gives your team an opportunity to understand what happened, identify what can improve, and build better customer interactions.

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See how businesses improve conversations with Exotel

JSW MG Motor India Supercharges Service

At JSW MG Motor India, our commitment to delivering exceptional customer experiences drives every decision we make. When we identified the need to streamline our customer communications, we sought a partner who shared our vision for service excellence. Through our collaboration with Exotel, we've transformed our customer service operations. The centralized system has empowered our 400+ agents to deliver consistent, high-quality service across all touchpoints. We're proud to see a 22% increase in customer satisfaction. The unique virtual numbers for each dealership have reinforced our brand identity while eliminating customer confusion. This transformation has strengthened JSW MG Motor's position as a customer-centric automotive brand, enabling us to focus on what we do best - delivering exceptional experiences to our customers.

Kapil Bajaj

Head - Digital Transformation and Analytics

JSW MG Motor India Pvt Ltd

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More ways to improve your call center

Call Monitoring

Give supervisors visibility into live conversations to support quality management and agent coaching.

Call Analytics

Track call activity and performance to understand what's happening across your customer conversations.

Call Recording

Capture conversations for quality assurance, training, dispute resolution, and compliance.

Call Routing

Direct customers to the right agent, team, or workflow based on configured conditions.

IVR

Guide customers through voice menus, collect inputs, and direct them to the appropriate destination.

Agent Assist

Give agents relevant information and AI-powered assistance while they interact with customers.

Explore call center features

Connect call recordings with your existing tech stack

Integrate Exotel with your business systems and applications to connect customer conversations with the workflows your teams already use.

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Frequently asked questions

What is call recording software?

Call recording software captures and stores audio from business phone conversations so authorised users can access and review those recordings. Businesses commonly use call recordings for quality assurance, training, dispute resolution, compliance, and customer experience improvement.

What is call center call recording?

Call center call recording is the practice of recording customer interactions handled by contact center agents. Supervisors can review these conversations to evaluate call quality, coach agents, verify processes, and understand customer interactions.

Why is call recording important for businesses?

Business call recording provides an objective record of customer conversations. It can help teams improve quality, train agents, resolve disputes, support compliance processes, and better understand the customer experience.

Can Exotel record inbound and outbound calls?

Exotel supports call recording as part of its calling workflows. Recording can be configured for specific or all campaigns, depending on the setup.

Where are Exotel call recordings stored?

Call recordings are stored within Exotel's recording infrastructure and can be accessed through the platform. Exotel also offers a secure recording option in which recordings are stored in a separate private S3 bucket with controlled access.

Can I download call recordings?

Yes. Individual Exotel call recordings can be downloaded from the relevant call details interface. Recordings can also be accessed programmatically through Exotel's APIs.

Does Exotel support high-quality call recording?

Yes. Exotel supports standard and high-quality recording configurations, including mono and stereo formats. High-quality recording options can support 32 kbps and 64 kbps configurations when enabled for an account.

Can call recordings be used for quality assurance and training?

Yes. Call recordings can be reviewed to assess agent performance, adherence to call flows, customer interactions, and other quality parameters. They can also be used as material for agent training and coaching.

Is call recording secure?

Exotel provides secure recording options that restrict access to authorised users. Secure recordings can use private storage, authentication, IP whitelisting, and signed URLs with limited validity.

Is call recording suitable for small businesses?

Yes. Small businesses can use call recording to review important customer conversations, improve team performance, train employees, and maintain records of business interactions.