10 Best AI Call Recording Software for 2024

This call recording software plays an important role in contact centers as these take good care of your customers and your business grows itself. They do not expect you to be perfect.

They understand things go wrong with products. All they want is an honest and quicker fix to their grievances.

That’s the motivation contact centers breathe in every day!

Call recording software is one of the most widely used tools that is enabling the support teams to keep that trust alive.

Not only keeping a record can help you with the vetting  mess but yes there are plenty of call transcription software like Enthu.AI that makes the quality assurance process esay for a contact centre.

It is a single point of truth to understand what is working and what is not. From enterprises to startups, call archives are a goldmine of insights and they want to utilize them optimally.

Not to miss, contact center software that also includes recording, is a market growing at a CAGR of 20.9% and could reach USD 75.5 bn by 2026.

If you were hiding below the hood, here’s a detailed discussion about the advantages of recording telephone conversation.

A. Top call recording software in 2024

In 2024, the list of high-quality AI call recorders includes and is not limited to:

1. Aircall

This is a modern cloud-based call cener solution for companies that need a complete call center technology or phone system solution.

One of the many benefits of AirCall is that it offers both outbound and inbound call recording in their subscription plan.

AirCall is also not the best option if your users are looking to record calls easily with an existing phone system.

However, it works best for companies looking for an entirely new phone or calling system.

Have a look what Aircall said about Enthu.AI

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros

• About 95% of consumers were satisfied with Aircall’s overall performance, use, and dependability.
• 70% of users are satisfied with Aircall’s integration with other CRM platforms, such as HubSpot, Salesforce and others.
• With almost 80% of users praising its ability to make international calls easily,
• Most of the users are satisfied with Aircall for having an intuitive user interface that is simple to use and navigate.

Moiz K.

It has a modern and up-to-date interface that is user-friendly. As a program, it is compact and easy to use making it a versatile choice for Businesses to use for everyday communication.

Cons

• Approximately 70% of users complained about connectivity problems, like poor call quality, static, or dropped calls. 
• Some users experience glitch or instability in the software, resulting in sudden application crashes or the need to restart it. 
• Half of the users expressed dissatisfaction with their inability to access call history while on a call.
• The cost of Aircall is relatively high compared to other similar services.
• Some of the users complained regarding CRM integration.

Shelly S.

Other than a few connect and call drops, not many complaints from within our Organization.

Other additional services include call whispering, call analytics and monitoring. These features however are not included in the entry-level plan.

2. Kixie PowerCall

This is an apt offering for companies that are looking for an all-in-one solution. Kixie PowerCall has been the favorite choice of several remote teams that need to manage their calls in a simpler fashion.

The Chrome extension installation is quick & easy on Windows, Macs, or other Chromebook smart devices.

The agents can use the browser extension for seamless recording management and receive & make calls seamlessly and handle difficult customers.

Kixie is definitely out-of-the-box and is ready to use.

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros

• More than half of users claimed that the platform effectively integrates with popular CRM systems and other essential business tools.
• 72% of customers are happy with the platform’s diverse functionalities, ranging from advanced call analytics to customizable call workflows and call recordings.
• Kixie streamlines the call process and records user activity which helps users to check it later.

Diogo P.

Being able to send SMS, how quickly data from the CRM gets updated in the dialer and the clarity of the call recording.

Cons

• 35% of users are not happy with Kixie Powercall restricted reporting features.
• 22% of customers mention experiencing inconsistent call quality while using Kixie Powercall. 
• Around 65% of users are not satisfied with the user interface of the platform.
• Approximately 35% of users expressed dissatisfaction with the customer support service of the platform.

Zack P.

No notification if someone hangs up, glitches when using a powerlist(not ringing, not removing last call even after disposition

3. Rev Call Recorder

The Apple product is one of the finest call recorders, and allows users to record voice, and calls without any limitations. Record all incoming and outgoing calls with just a few clicks.

The sound quality recorded on this app is also of the highest quality. However, the star feature is the ability to transcribe calls given by Rev’s real human transcribers.

Not to miss, it takes 12 hours to deliver a service.

It is only because of this feature that this app is a hit amongst professionals like journalists, content creators, podcasters and authors.

Best For

Pros

• Almost 90% of users are satisfied with the call recordings, it also generates call transcripts.
• Most of the users are happy with the sound quality of call recordings.
• User interface is intuitive and user friendly.
• 75 % of users found the platform’s pricing very reasonable.
• Rev’s integration feature is very useful.

Kirstie G.

It’s the best transcription service for interviews that I’ve found to date – very clear and fast.

Cons

• Half of the users expressed dissatisfaction with the desktop responsiveness.
• 35 % of users are facing difficulties with the platform  synchronizing calls and history of the users.
• Most of the users complained that the customer service is not effective.

Apryl C.

The price per month could be a little lower.

4. Ring Central

For companies looking for a generous amount of audio call recording limits for video conferencing, team messaging and phone systems, RingCentral Office is an ideal option.

There is an excellent user-friendly dashboard called RingCentral Archiver that comes with an entire suite of communication tools and AI solution for the contact centers.

With RingCentral, companies can store up to 100,000 audio call recordings in a single account for up to 90 days. Moreover, the tool stores and organizes data effortlessly.

The RingCentral archiver easily shows all voicemails, SMS messages, and audio recordings. Users can also see the phone numbers and the location they came from.

The RingCentral Archiver can easily connect to Smarsh, DropBox, and Google Drive so that users can synchronize and backup their data easily on the cloud storage of their choice.

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros

• Over 85% of consumers are satisfied with the platform’s user-friendly interface and ease of use.
• Almost half of users platform’s versatility in managing various communication channels within a single interface.
• Approximately 88% of consumers expressed satisfaction with the quality of their calls.
• With the majority of customers satisfied with customer support professionals.
• Reporting and analytics tools of the platform’s were extremely customizable.

Eric M.

RingCentral Contact Centre is the ultimate solution for our business, accomodating our vast and evolving needs under a single, unified platform.

Cons

• 78% of consumers expressed dissatisfaction about poor call quality, including dropped calls and audio interruptions.
• Most of the users expressed dissatisfaction with the international coverage of phone numbers.
• The platform’s CRM integration with salesforce is not appropriate.

Jean B.

The initial setup does not include the text message feature and requires additional steps in order to use it.

5. TalkDesk

This platform has empowered several companies to make their customer experience work like a competitive advantage. TalkDesk provides users with enterprise-class performance on one hand and consumer-like ease on the other. 

Teams can use TalkDesk as it adapts easily to their growing sales and support teams and gets better productivity, and savings and improve customer satisfaction. 

Currently, more than 1400+ enterprises around the world are using TalkDesk for their customer support call recording management.

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros

• 90% of users are satisfied with the platform’s functionality and capabilities.
• 78% of users satisfied Talkdesk makes handling calls more efficient when compared to other systems. 
• Most of the users are satisfied with the telephony service as compared to other telephony systems.
• Talkdesk’s integration capabilities, comprehensive reporting features, and efficient workflow.
• 95% of users appreciate the platform’s customer service team for being efficient and responsive.

Gintarė R.

We also appreciate the wide range of statistics that Talkdesk provides. Being able to see real-time statistics helps us manage our workflow and allows agents to exercise self-control.

Cons

• About 75% of users expressed dissatisfaction impacted by connectivity problems, which included dropped calls and poor call quality.
• Almost 60% of customers complained that it has limited customised options to meet their unique demands.
• More than half of the users reported that it was difficult to integrate with other platforms.
• Majority of users complained that the platform reported having trouble while collecting and reporting data.
•  More than 70% of users reported talkdesk’s reliability and dependability.

Adam C.

Talkdesk provides so much data in the way of default dashboards and reports along with the ability to create customer reporting, but it’s a little difficult to navigate.

6. Dialpad

This is a very popular and effective call recording software.

Suitable for organizations of any size. DialPad sell offers several post-call and real-time sales features that eventually drive efficiency for a business. 

These features include query answers to common questions, speech analysis, and real-time advice during an active call.  

Users can also directly integrate with other apps like G Suite, and Salesforce and log activity more accurately for both employees in the office and those out in the field.

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros

• Cloud-Based Flexibility: Dialpad’s VoIP call center operates entirely in the cloud, eliminating the need for on-premises hardware and offering easy scalability for businesses of all sizes.
• Advanced Features: The platform includes features like real-time transcription, AI-driven insights, and seamless CRM integration, enhancing agent productivity and improving customer interactions.
• Ease of Use: With a user-friendly interface and straightforward setup, Dialpad makes it easy for teams to get started and manage their operations efficiently.

Anonymous User

Automatic transcription. Although I hope it will quickly be benefiting from some large language model voice to text. If transcripts became reliable enough to use in correspondence, that would probably be helpful.

Cons

• Reliance on Internet Connectivity: As a cloud-based solution, Dialpad’s performance is dependent on a stable internet connection, which may be a concern in areas with unreliable connectivity.
• Learning Curve for Advanced Features: While powerful, some of the more advanced features may require additional training for teams to fully utilize their potential.

Yvonne L.

The calls drop, the calls ring and the answer button will not answer. I do not believe that DP has a tech department to reach though.

7. Zoom Contact Center

This omnichannel cloud center contact solution has been optimized for videos and integrated for the same immersive Zoom experience. 

Users can easily start a conversation on any digital channel of their choice with the Zoom Contact Center. This may be an app, a website, or even a video or phone call. 

Customers can easily use the Zoom Admin Console to customize their contact center service. This can be integrated into already existing apps with just a few lines of code. 

Users can also easily integrate data from any third-party apps like Salesforce to keep their agents up-to-date. 

Pros:

• Call quality: It offers premium-quality voice calls, video calls and call recordings.
• Reliability: It is extremely reliable due to its exclusive features and easy maintenance.
• Configuration: It can be configured very easily due to its user-friendly features.

Cons:

• Platform dependence: It works better on computers than mobile phones.
•  Updates: The application will not work properly until you install the latest version.
• Connectivity: Sometimes calls get disconnected, and take several minutes to reconnect.

8. Five9

Five9 is a prominent cloud contact center software, offering the power of the cloud to over 1,000 customers globally and facilitating over five billion call minutes every year.

Five9 automates interactions and assists your live agents, reducing service costs while you deliver a more conversational service experience.

It’s like if you’ve hired a brand-new worldwide workforce that speaks hundreds of languages and simplifies your most crucial company activities. 

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros

• 90% of customers express satisfaction with the platform’s overall performance.
• 78% of users acknowledge the platform’s capability to streamline call processes.
• Most of the users are satisfied with the automatically sets call reminders for the meetings. 
• The Platform is easy to set-up and maintain.

Lisa D.

I love the fact that I can easily find the transfer numbers I need and that the hold function is easy to go between.

Cons

• 42% of users express dissatisfaction with the limited integration options.
• Most of the customers found customer support is not satisfactory.
• Around 42% of users face glitches and reconnecting issues while using the software.
• 38% of users are not satisfied with the limited customization options compared to other platform’s.

Brandon E.

I would say that the implementation was struggled at best. Our on-boarder, and this is representative of them not the company as a whole, did not seem to understand what are requirements what and what we were looking to achieve.

9. JustCall

Designed to help businesses communicate more efficiently with their customers and clients. 

JustCall Is available as a web-based application or as a mobile app, which means users can make and receive calls from any device.

This is particularly useful for businesses with a remote or distributed workforce, as it allows employees to stay connected and communicate with customers regardless of their location.

One of the key benefits of JustCall is its versatility. It can be used as a standalone phone system or integrated with popular call monitoring software such as Enthu.AI.

Best for

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros

• 95% of customers praised the clarity and reliability of calls.
• 80% of users expressed satisfaction with some of its analytics tools like call performance, allowing businesses to make data-driven decisions to improve their communication strategies.
• 92% of users expressed satisfaction with the best level of customer support they receive.
• Most of the users found an option to drop voicemail if the call is not picked by third party.

DeAndre M.

What I like about JustCall is, it allows me to stay in communication with our customer even when I am away from my desk with the app feature.

Cons

• 56% of customers express dissatisfaction with the limited customization options.
• Approximately 70% of users find JustCall’s pricing structure confusing or overly complex. 
• 60% of users report experiencing technical issues or glitches while using JustCall.

Shariod R.

It is very slow to send messages sometimes. Same with placing calls it sometimes won’t dile out. I wish there was a way to unread a message same with likening messages.

10. GoTo Connect

GoToConnect is a business communication for SMBs and collaboration platform that includes a range of tools and features for phone, video conferencing, messaging, and online meetings.

Integrates with a variety of productivity and communication tools, including Google G Suite, Enthu.AI, Microsoft Office 365, and Salesforce.

Pros:

• Exclusive features: GoToConnect offers exclusive features, including call routing, video conferences, voicemail etc.
• Call recording quality: It offers premium quality of call recordings with clear voice.
• Customer support: Customer support is exceptional. Agents are quite professional and helpful.

Cons:

• Proficiency: If you’re new to the system, it will take some time to understand how it works, because of its complex functionality.
• Pricing:  It can be expensive, and may not be the best choice for every business.
• Efficiency: Call recording efficiency might drop due to poor internet connection.

B. The advantages of call recording software

1. Quality assurance adds to convenience

By recording calls, call center managers can pinpoint and troubleshoot any errors related to digital audio quality. This helps in achieving a productive conversation.

They get immutable and real insights into an agent’s response in a given situation. They also learn about their customers’ response to stimuli providing important analysis.

Furthermore, this data helps in A/B testing to develop new regulations and other actionable tips for handling customer problems.

Now, call recorder in the contact centers helps in the automation of overall process of filtering insights as per different metrics. This means, call center managers can bypass the manual process of listening to and capturing key indicators.

2. Allows for better training & coaching

A major advantage of automatic call recording remains improved training to date. Industries in the telephone sector and call centers still make use of flowcharts and scripts for their teams to use when interacting with customers.

Although this is a good practice, employees can learn from successful calls and improve their analytical, sales, and people skills. It teaches them to handle tough human situations in the best possible way.

Here, Enthu.AI bookmarks specific calls that agents can eventually listen to and incorporate in their development plans.

Managers can also create custom playlists and organize them at their convenience.

Anyways call recording tool makes the onboarding process seamless and leaves the managers plenty of time to focus on other things. For example, a custom playlist for self-coaching can greatly help in the onboarding process.

By using Enthu.AI, companies can compare and assure call center quality to implement improvement strategies over time. They can also compare relative performances to determine what kind of training a particular individual needs.

3. Always stay compliant

It is important for all businesses to abide by related Government regulations and compliances.

This means they need to follow a set of standards that the authorities have outlined for the protection of the interests of the public.

Although it is legal to record a telephone conversation after acknowledgment, companies still need to check the disclosures and laws depending on their geographical location and the person in charge of the local regulatory groups.

Not to miss, companies may be required to maintain PCI compliance with call recording software.

The PCI or the ‘payment-card-industry-standards’ are applicable to all organizations that transmit, store, or accept cardholder data.

Previously, it was hard to record calls because of stringent PCI regulations as recording transactions via software meant violating the law.

Today, contemporary call recording software helps companies maintain PCI compliance in more than one way.

4. Make the most out of data driven insights

This call recording software helps R&D teams to use feedback and work on the problems that their customers are facing. 

For example, the team for product design improvements can use any errors or confusion reported by the customers. 

Talking about customer service benchmarks, phone recordings can help teams adjust to customer Intent and sentiments easily. Is it good or bad?

This results in better human interactions that indefinitely increase sales team efficiency.

While we are at it, call recordings are also tangible proof in case of a dispute with a customer. 

When used with a call transcription software  like Enthu.AI, they are a boon for the call center managers who can better utilize their workforce for thinking that is more critical and productive tasks. 

Enthu.AI, can do the required call listing, recording, analyzing, and filtering tasks.

Over the years, there has been a significant rise in the quality of call-recording software applications. 

Based on the gaps they resolve and the value they add to the process, we have shortlisted the following call recording software tools. 

5. Dispute Resolution

Call center recording tool can be an effective tool for resolving disputes that may arise between call center agents and customers. 

When a dispute arises, the phone recording can be used as objective evidence of the conversation that took place. 

Having a record of the call or the call transcription can help establish the facts of the situation and identify any areas of misunderstanding or miscommunication. 

This becomes helpful in cases where the customer and the agent have different recollections of what was said or agreed upon during the call.

This can result in faster and more effective dispute resolution.

Call recordings also serve as evidence in legal proceedings, if necessary.

6. Improving efficiency

This call recording software can help businesses to streamline their customer service processes by allowing them to review and analyse past interactions with customers. 

This can help businesses to identify and eliminate bottlenecks or inefficiencies in their customer service operations.

C. How call recording work?

The process of recording the calls includes the following steps:

1. Call recorder selection

There are several call recording tool options available, so it is crucial to pick one that suits the call center’s demand and is compatible with the system.

Some call recording software may automatically record all calls, while others may require manual activation.

2. Setting up the call recording software

This typically involves installing the software on the call center’s computer systems and configuring it to work with the phone system. 

3. Reviewing recordings

Call center managers can review call recordings to assess the quality of customer service being provided, identify areas for improvement, and use the recordings for training and development purposes.

D. How does Enthu.AI extract calls from the software?

As already discussed, automation is essential to boost workforce productivity on the floor.

While most of the above-recommended tools support basic automation, Enthu.AI takes a step further and streamlines the end-to-end process of call evaluation. 

As the conversation intelligence tool, Enthu.AI performs smart scanning of calls, derives results as per commands and produces analytical output, instantly.

For example, the number of calls that have rude conversations can be known without manually listening to all of them.

It can quickly identify the most common problem in all the calls, estimates the hold time for inbound calls, and other smart features like multilingual support, remote-agent calling, online, and others.

From QA to agent training, Enthu.AI provides a comprehensive suite of solutions for all sectors.

The interface looks nice. Integrations are ready quickly. Have low costs, great monthly subscription. Best call transcription with analysis! Responsive team. Highly recommend!

Alex McConville

Head of Central Sales

​Enthu. AI is an amazing and flexible conversational intelligence with strong integration capabilities. Provides high level of accuracy on call transcript and has strong word recognition.

Scott Bierbryer

Chief Revenue Officer

Conclusion 

In this post, we discussed the growing importance of call recording software for building smarter contact centers.

From the discussion, it is clear that automation solutions and call transcription software like Enthu.AI will prepare the contact centers to serve the impatient customers which may turn to customer retention.

Next, we discussed key call recording products and how Enthu.AI is leaving a significant mark.

Quality of service is not what you put into it, it’s what your customers get out of it.

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