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Home / Services / Call Recording & Monitoring

Call Recording & Monitoring

On-demand and always-on call recording with secure storage and supervisor listen-in.

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Recording policies

Capture the calls that matter — without storing everything.

Not every call needs to be recorded, but the ones that do must be captured reliably. DialSync supports always-on recording, on-demand activation by supervisors, and percentage-based sampling for QA programs.

Recording policies are configurable per campaign, agent group, or destination — giving compliance and operations teams granular control over what gets stored and for how long.

  • Always-on, on-demand, and sampling modes
  • Per-campaign and per-agent policies
  • Configurable retention periods
  • Automatic recording start on answer

Call Recording & Monitoring at a glance

Modes3 types
Policy scopePer campaign
RetentionConfigurable
Start triggerOn answer
Supervisor tools

Coach agents in real time, not after the shift ends.

Live monitoring lets supervisors listen to active calls, whisper coaching tips to agents without the customer hearing, or barge into calls that need escalation. These tools are essential for onboarding new agents and handling complaint calls.

Recording playback is available through the portal with search by agent, date, campaign, or phone number — so QA reviewers find the calls they need in seconds.

  • Listen, whisper, and barge modes
  • Real-time supervisor dashboards
  • Searchable recording archive
  • Role-based playback permissions

Call Recording & Monitoring at a glance

Monitor modes3 types
SearchMulti-field
AccessRole-based
PlaybackPortal + API
Compliance and QA

Recordings that stand up in disputes and regulatory reviews.

CDR metadata links each recording to agent ID, campaign, destination, and timestamp — creating an audit trail for dispute resolution, TCPA defense, and internal quality programs.

Export recordings and metadata into your CRM, QA platform, or compliance archive. Encrypted storage and configurable retention ensure you keep what you need and delete what you do not.

  • CDR-linked recording metadata
  • Encrypted at-rest storage
  • CRM and QA platform export
  • Retention policies per jurisdiction

Call Recording & Monitoring at a glance

MetadataCDR-linked
EncryptionAt-rest
ExportAPI + download
RetentionPer jurisdiction
Key benefits

Why teams choose DialSync for Call Recording & Monitoring

Flexible recording

Always-on, on-demand, or percentage-based sampling policies.

Secure storage

Encrypted storage with configurable retention and role-based access.

Live monitoring

Supervisor listen-in, whisper, and barge for real-time coaching.

CDR linkage

Every recording tied to agent, campaign, and destination metadata.

QA integration

Export recordings into your quality assurance and compliance workflow.

Overview

Call recording and monitoring tools help contact centers maintain quality, resolve disputes, and meet regulatory requirements. DialSync provides configurable recording policies — always-on, on-demand, or percentage-based sampling.

Recordings are stored securely with configurable retention periods and role-based access controls. Supervisors can listen live, whisper, or barge into active calls for real-time coaching.

Integrate recordings with your QA workflow, CRM, or compliance audit process. CDR metadata links each recording to agent, campaign, and destination for easy retrieval.

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