Question 1

What does Edesy provide for BPO & Contact Centers call recording?

Accepted Answer

For BPO & Contact Centers teams Edesy provides: Recordings per agent call, Listen, whisper and barge, AI call insights, Agent and queue analytics. Check what your regulator requires with your compliance team; Edesy does not certify compliance.

Question 2

What are common BPO & Contact Centers recording use cases?

Accepted Answer

Common use cases in BPO & Contact Centers include: Call review, Agent training, Client escalations, Performance tracking.

Question 3

Does Edesy make my call recording SEBI, RBI or IRDAI compliant?

Accepted Answer

No product can make you compliant by itself, and Edesy does not certify compliance. Edesy gives you the recording tools: per-number recording, recording via API, encrypted storage, signed links, call logs, KYC, a DNC list and calling hours. Check what your regulator requires with your compliance team.

Question 4

How long are recordings kept?

Accepted Answer

Retention needs are discussed with sales. Tell us how long you need recordings kept and in what form, and we will confirm what we can offer. You can also download recordings through the API and keep your own archive.

Question 5

How do I turn on call recording?

Accepted Answer

Switch on recording for a number in the Edesy console, record the whole call from an IVR flow's Config step, or start recording a live call with POST /v1/calls/:sid/recordings/start. Recordings then appear in the call logs and through /v1/recordings.

Call Recording for BPO & Contact Centers

Recording Features for BPO & Contact Centers

Common Use Cases

Other Industries

FAQ

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