Communications Articles

Solution Spotlight: Google’s Most Popular Call Recording Software Explained

by Ankita Singh
Published on 2 May 2018

Google's most popular call recording software

In GetApp's Solution Spotlight series, we explain which software is at the top of Google's search engine results and how each can meet your specific needs. To identify the systems featured here, we entered the term "call recording software" in Google during the week of December 20, 2017 in an incognito window with the location set to the U.S. The first five solutions on the first page of Google's results are described here in alphabetical order.

Google's most popular call recording software explained

Searching for the right call recording software? I bet you're spending a lot of time on Google, trying to figure out exactly what the differences are between the top products, and which one is the best fit for you.

But, when you're sorting through all those different pricing plans and features, it's easy to lose track of which product offers what. And-especially if you're a small business choosing software for the first time-you need to make sure that every penny you spend is going to be worth the investment.

In this somewhat niche market, there aren't many resources that compare the most popular options side-by-side-until now, that is. Here, we're looking at the five products that rank highest on Google for "call recording software," which means a lot of users and potential buyers are looking for info on these specific platforms.

Call recording software is used by call centers and contact centers. These solutions enable organizations to record calls, analyze call scripts and customer reactions, edit recordings, and use the insights gained to improve processes and better serve customers.

Read on to compare features, pricing, and more for five popular call recording software solutions.

Calabrio ONE

Call recording in Calabrio ONE

Call recording in Calabrio ONE (Source: calabrio.com)

Calabrio ONE is a contact center workforce optimization suite available as a cloud-based, on-premise, or hybrid solution. It comes with features such as call recording, quality management, workforce management, voice-of-the customer analytics, and advanced reporting.

Here are some of the key capabilities Calabrio ONE provides:

  • Call recording: Record each call and tag the recording with metadata that lets users search for archived recordings later. Integrate Calabrio ONE with your communication systems to manage customer interactions.
  • Customer journey management: Merge customer profiles with every interaction for quick reference. Data Explorer, a business intelligence feature designed for contact centers, lets you look at the entire customer journey through customized reports, dashboards, and scorecards.
  • Integration with key business platforms: Integrates data from other tools, such as a CRM, HRMS, multiple automatic call distributors, and more, creating a centralized source for business data.
  • Quality management: Evaluation workflows, customized scorecards, automated reporting and monitoring, and analytics help users monitor and improve call quality. Monitor calls live and give real-time feedback. Create benchmarks and use leaderboards to encourage healthy competition.
  • Workforce management: Schedule and forecast workforce requirements. Use dynamic scheduling, real-time feedback, and gamification tools to deliver competent customer service.
  • Analytics: Combine speech, desktop, and text analytics to extract insights. Gather and analyze omnichannel data to create a consistent experience.

What makes Calabrio ONE unique?

While Calabrio ONE offers call recording capabilities, it is actually a fully integrated workforce optimization and customer engagement software suite, which offers many features beyond call recording.

Calabrio ONE Pricing

Pricing information for Calabrio ONE isn't published online and is only available on request. In general, when it comes to call recording software, we find that pricing tends to increase based on the functional breadth of the product, the special needs you as a user may have, and the number of people who will be using the system.

Calabrio ONE comparisons

You can compare Calabrio ONE with other products around pricing, deployment, features, and support on GetApp's alternatives page.

CallRail

Call flow builder in CallRail

Call flow builder in CallRail (Source: getapp.com)

CallRail is a cloud-based solution that offers call tracking and analytics functionalities that enable marketers to measure call conversions from marketing campaigns, both on and offline.

Key features offered by CallRail include:

  • Call recording: Record inbound and outbound calls for free.
  • Dynamic number insertion and tracking: Use a unique phone number for each traffic source. Track each visitor's journey before, during, and after a call to understand which ads, campaigns, and keywords are converting. The platform then uses cookies to dynamically show the original phone number used anywhere a source views it after initial contact, to ensure brand consistency.
  • Multichannel call attribution: Gives a view of your pay-per-click (PPC), organic, social, retargeting, and other advertising campaigns to understand your customer's entire journey before conversion, not only from the final touchpoint.
  • Form submissions: Captures leads from forms that are submitted. Receive alerts about new submissions by phone, text, or email.
  • Reporting and analytics: Dashboards give insight into success of marketing campaigns and let you visualize trends and analyze individual call recordings. Analyze call data by marketing source, PPC keyword, landing page, etc. Also lets you export reports and call recordings.
  • Integrations: Integrate call tracking data with marketing, sales, and analytics tools such as Google Analytics, Salesforce, WordPress, and HubSpot to gain insights into and optimize conversions.
  • Call routing: A call flow builder lets you create interactive menus for connecting customers to the right agent. The call scheduler lets you set where calls are sent based on the day and time, including routing to cell phone, office desk, and voicemail. Georouting allows you to have a single number and automatically route callers to the best location, without manual transferring.
  • Advanced call management: Keep track of outbound calls, text interactions, and web leads. Respond to leads through the mobile app and receive instant email notifications. The softphone feature lets you answer calls directly in your browser.
  • Conversation intelligence: Automatically transcribes and identifies keywords. Used to analyze and score calls, identify quality leads, and capture important caller data.

What makes CallRail unique?

CallRail sets itself apart because it specifically caters to the needs of marketers. In addition, it has nearly 100 percent positive reviews from users on GetApp, with a rating of 4.8 out of five from a total of 62 reviews. Reviewers positively mention the platform's ease of use, PPC and form tracking features, cost effectiveness, and support.

CallRail pricing

CallRail offers the following pricing plans. There is a 14-day free trial available for the Starter and Pro plans:

Starter: $30 per month; includes:

  • 10 local numbers (additional numbers are $3 local/$5 toll free).
  • 500 local minutes (additional minutes are 5 cents per minute local/8 cents per minute toll free).
  • 100 text messages (additional messages are 1.6 cents per message).
  • CallScribe feature for 2.5 cents per minute.

Pro: $130 per month and includes:

  • 20 local numbers (additional numbers are $2.50 local/$4.50 toll free).
  • 2500 local minutes (additional minutes are 4.5 cents per minute local/6.1 cents per minute toll free).
  • 500 text messages (additional messages are 1 cent per message).
  • CallScribe feature for 2 cents per minute.
  • Advanced features such as live call monitoring, premium integrations, custom logo and branding, and a white label subdomain.

Elite: Price available on request. Elite plan offers features suitable for high volume, managed account setup, with invoice and purchase order billing available.

CallRail comparisons

If you're looking for an overall suite that caters to broader contact center needs, check out GetApp's alternatives to CallRail page.

TRx (by NCH)

Recording settings in NCH TRx

Recording settings in NCH TRx (Image Source: nch.com.au)

TRx by NCH is an installed on-premise call recording program for Windows and Mac OS. It's suitable for call centers that want core capabilities such as manual call recording (one line per computer), caller ID, call hold with automatic messages, and hold music.

TRx records calls by connecting to the phone through a handset call recording connector, voice modem, or professional telephony board.

Key features offered by TRx include:

  • Call recording: Record calls to the computer through connection with voice modem, telephony card, or a call recording adapter. Also allows you to record mobile calls. Begin or pause recording using "hot keys."App automatically regulates volume levels.
  • Call sharing and saving: Save call recordings in WAV and MP3 file format and share them over email for quality checks and coaching. Also integrates with Express Burn add-on, which lets you save audio recordings to CDs, DVDs, and Blu-ray Disc.
  • Search: Find recordings based on their duration, name, or date. Speech Search function allows you to search recordings by keyword (requires download of a separate speech engine).
  • Call hold: Put calls on hold with professional messaging and music.
  • Audio editing: Edit call recordings with WavePad Audio Editor add-on. Edited recordings can be used for training and coaching purposes.
  • Automatic backups: Recordings can be mirrored and saved in an alternate network folder.
  • Caller ID logs: Allows you to display and log caller ID details for inbound calls (depends on hardware and telephone network features).

What makes TRx unique?

TRx is purely a call recording software platform, as opposed to being a suite with many other capabilities. So, users looking for something both simple and functional should consider this tool.

TRx pricing

TRx offers two versions, one for professional use and the other for home use. The pricing for both is as follows:

  • TRx Personal Call Recorder (Professional): $129 (Windows) or $139 (Mac), licensed for any installation.
  • TRx Personal Call Recorder (Home user): $70 (Windows) or $80 (Mac), license limited for personal use at home.

The software also offers optional add-ons, which can be purchased separately or bundled with the software for a discount. Add-on pricing and availability differ for iOS and Windows users:

Add-on pricing for iOS users

  • WavePad Sound Editor Master's Edition: Full-featured audio editing software. Normal price $99; bundled price $39.98.
  • Switch Sound Format Converter Plus - Commercial License: Universal converter; convert more than 30 audio file formats. Normal price $40; bundled price$14.99.
  • Express Burn Plus: CD, DVD and Blu-ray Disc authoring and recording. Normal price $80; bundled price $29.98.

Add-on pricing for Windows users

  • WavePad Sound Editor - Master's Edition: Full-featured audio editing software. Normal price $99; bundled price $44.95.
  • Switch Sound Format Converter Plus - Commercial License: Universal converter; convert more than 30 audio file formats. Normal price $40; bundled price $14.99.
  • IMS On-Hold Player: Professional telephone on-hold messages and music software. Normal price $498; bundled price $270.
  • Express Burn Plus: CD, DVD and Blu-ray Disc authoring and recording. Normal price $80; bundled price $34.95.
  • Axon VoIP PBX Enterprise Edition: Normal price $385; bundled price $234.
  • IVM Telephone Attendant Professional: Normal price $540; bundled price $360.

TRx comparisons

NCH, the provider of TRx, offers other call recording software with varying features to suit different business needs. For example, VRS Call Recording Software offers automatic recording of multiple lines, and Express Talk Softphone offers VoIP call recording. To view a list of cloud-based call recording software alternatives, check out GetApp's directory page.

Versadial VSLogger Call Recording

Desktop assistant in Versadial VSLogger Call Recording Solution

Desktop assistant in Versadial VSLogger Call Recording Solution (Source: versadial.com)

Versadial VSLogger Call Recording Solution is an on-premise solution that offers call recording, quality control evaluations, reviews and coaching, live team performance tracking, gamification dashboards, agent time utilization, and more.

Key functions that can be performed with Versadial include:

  • Call recording and sharing: Record multiple lines at once and archive them automatically. Search and play back recordings, extract parts of recordings and select sections of audio, and share recordings over email.
  • Live call monitoring: Monitor calls by clicking on the monitor icon in the call detail display. Also offers audio controls for playbacks.
  • Multiple private branch exchange (PBX) support: Compatible with PBXs and phones produced by most major vendors. For models that are not supported, trunk side or handset recording is possible, or SMDR (Station Message Detail Reporting) integration is an option.
  • Trunk or extension side recording: Trunk side recording captures the complete customer interaction, but cannot not record internal calls on specific extensions. Extension side recording provides more control, since the recording occurs on the internal side of the PBX, and may be useful for those businesses that must comply with HIPPA or PCI standards.
  • Call grading and scoring: Used for quality control and for coaching and training agents. For example, the sales team can listen to customer service calls to understand customer pain points. Conduct unlimited quality control tests per day; add bookmarks and comments to calls.
  • Reporting: Offers visual graphs of variables and data from your daily operations, providing meaningful insights into overall productivity and performance.
  • Screen capture: Capture agents' screen activity as soon as they engage in a call or a chat. Use these recorded instances to monitor and improve quality of service.
  • Permission control and compliance: Restrict permissions for recordings so data is not misused. Offers PCI and HIPPA compliance.

What makes Versadial VSLogger Call Recording Solution unique?

VSLogger offers a unique gamification feature to boost friendly competition between agents. Agent and team dashboards provide a snapshot of the status of the team-how many members are on a call, a break, or in training.

VSLogger also stands out for its scalability. It can be scaled from four to 256 lines or phone devices. It supports analog and digital PBX extensions, as well as the major telecommunications standards for transmissions (ISDN BRI/PRI, E1, and T1), along with VoIP and SIP trunk lines, and Cisco, Avaya, Panasonic, Shoretel, Mitel, Nortel, Skype for Business (Microsoft Lync), and NEC.

Versadial VSLogger Call Recording Solution pricing

Pricing information for Versadial VSLogger Call Recording Solution isn't published online and is available on request. In general, when it comes to call recording software, we find that pricing tends to increase based on the functional breadth of the product, the special needs you as a user may have, and the number of people who will be using the system.

Versadial's plans include the following options:

  • Complete Recording System: One-time payment for license purchase.
  • Call Recording DIY Kit: One-time payment for license purchase.
  • Software subscription/rental: Software subscription renews yearly.

Versadial VSLogger Call Recording Solution comparisons

To view and compare a list of cloud-based call recording software alternatives, check out GetApp's directory page.

VPI

Reporting on call trends in VPI

Reporting on call trends in VPI (Source: vpi-corp.com)

VPI is a cloud-based software suite that integrates workforce optimization with call recording capabilities. The solution caters to government agencies, emergency service providers, security companies, and other first responders.

Key functions offered by VPI include:

  • Call recording: Record multimedia interactions across locations with playback.
  • VPI Fact Finder toolkit: Includes call recording and quality management capabilities. Automatically tag data and events and classify them for reference (for example, tag them as a specific key business issue).
  • Search: Search through single and multimedia recordings based on time, date, length of call, channel, agent, and inbound or outbound tags, or based on grouped business parameters such as customer ID, case ID, service ticket ID, and more.
  • Recording sharing: Save, email, and export single or multirecording interactions in secured standard file formats.
  • Data visualization: Interact with data to identify call traffic peaks, average call duration, workload distribution, and call volume, and extract graphic representations or heat maps to gain key insights.
  • Business intelligence: Use prebuilt connectors and the metrics designer with more than 500 metrics to build a dashboard where you can drill down further, play back and take action on flagged calls, see agent and queue status, and more.
  • Speech analytics: Understand customer intent through analytics which targets specific words, phrases, or phonetics. Speech is categorized into repeat contact, customer dissatisfaction, self-service failures, etc. Can be used to search through recordings for certain keywords. Use interactive reports and charts to analyze interactions to identify issues with agent responses.
  • Workforce management: Forecast trends in data and change schedules according to multiple agent skills and media types, thereby helping them manage staffing accurately.
  • Coaching: A learning management system (LMS) offers training content and messages to agents standardized across sites and shifts. Allows users to upload e-learning content in multiple formats and can later use it as classroom training or computer-based training sessions.

What makes VPI unique?

VPI's website lists a host of reviews provided by customers (from both enterprises and public safety organizations) on the effectiveness and user-friendliness of the software.

VPI pricing

Pricing information for VPI isn't published online and is available on request. In general, when it comes to call recording software, we find that pricing tends to increase based on the functional breadth of the product, the special needs you as a user may have, and the number of people who will be using the system.

VPI comparisons

You can compare VPI with other products around pricing, deployment, features, and support on GetApp's alternatives page.

Let us help you make a decision

If you're looking for more information about call recording software and the features available before making a purchasing decision for your business, you can also explore the following resources:

  • Compare VPI, CallRail, and Calabrio ONE side-by-side using our comparison tool.
  • Compare more call recording products and filter the options by features, pricing model, user rating, and more by visiting GetApp's call recording software directory

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