Question 1

How do call review teams use Edesy call recording?

Accepted Answer

Supervisors in the Edesy contact center can listen, whisper or barge on live calls, and review recordings with AI transcripts, summaries and sentiment afterwards. Edesy does not provide QA scorecards.

Question 2

Which teams is this page for?

Accepted Answer

It is written for BPO, Customer Support, Inside Sales teams. The recording features are the same for every team; what you record and how long you keep it depends on your own obligations.

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 Review for Quality Teams

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