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Top 5 Cisco Call Recording Solutions for Your Business

Call Recording

No matter what Cisco call solution your call center uses, your company most likely needs to record its calls to be legally compliant with your industry. Picking a call recording platform means considering not only the cost and scope of the investment but also what other regulations you’ll need to meet in addition to recording.

These requirements typically fall into five “must-have” feature categories:

  1. Secure storage to protect recordings and transcripts
  2. Data encryption to prevent data discovery even if the data is compromised
  3. PCI redaction to remove vulnerable data (like credit card numbers) from records
  4. Data sovereignty to ensure data is stored in the geographical region where it was recorded
  5. Redundancy & Resiliency to back up data and have fallback systems in the event of hardware failure

Many companies are subject to all five categories, so choosing the right platform means being aware of your compliance requirements and accounting for the future compliance needs of your organization. Let’s take a look at our list of contenders for recording Cisco call systems.

1. Atmos by CallCabinet

CallCabinet, a Cisco preferred solution partner, produces Atmos, a cloud-native compliance recording platform. Atmos has passed a 100% interoperability test with Cisco systems. Aside from hitting bullseyes on all our “must-have” features, CallCabinet seems to have aggressively pushed the envelope in cloud-managed compliance.

The entire platform is browser-based making it easy to access from anywhere, and it can be deployed as easily in an on-site call center as it can wherever a remote agent works. Let’s see how Atmos’ Cisco call recording performs in our five “must-haves”:

  1. Secure storage – Excellent

CallCabinet stores data in penetration-tested, scalable Cloud storage

  1. Data encryption – Excellent

Atmos employs a 256-bit AES encryption standard (military grade) with a rotating methodology that individually encrypts every call

  1. PCI redaction – Outstanding

One of the standout features in Atmos, PCI redaction, is available via AI (automatic), API, or manual trigger (pause/resume).

  1. Data sovereignty – Excellent

CallCabinet’s entire model is cloud-based, so its global data center presence ensures local storage for organizations that require data sovereignty

  1. Redundancy & Resiliency-Excellent

Atmos’ cloud architecture provides fully redundant data backup and network resiliency

Above and beyond the “must-haves”, Atmos offers a truly excellent feature set:

  • AI-driven voice analytics
  • Agent scoring tools for workforce optimization
  • Video call capture
  • Agent screen capture
  • White-labeling
  • Call meta-tagging
  • Emotive trend analysis
  • Role-based permission settings
  • Compliant call export
  • Guided legacy data migration
  • Call filtering with customizable dictionaries
  • Multi-language support
  • Recording in standard file formats
  • Call notes, general and time-stamped
  • Data Lake (For outputting analytics to external CRM solutions)
  • Custom integrations

Atmos showed us the deepest set of tools for taming your call volume and extracting maximum benefit from the data. We were especially impressed with its affordable SaaS subscription model.

2. Calabrio Call Recording

Calabrio also has a long-standing relationship with Cisco and is no stranger to the call recording game. Their call recording platform, called “Calabrio Call Recording” offers a robust collection of tools to capture your customer interactions. Here’s how it performs in our “must-haves”.

  1. Secure storage – Excellent

Calabrio uses cloud-based storage, which is typically the most secure

  1. Data encryption – Very Good

Calabrio uses 256-bit AES encryption but did not mention a rotating methodology

  1. PCI redaction – Good

Employs a flexible API for auto-pause/resume of audio and screen

  1. Data sovereignty – Unclear

We were unable to verify if Calabrio Call Recording met data sovereignty compliance requirements on its own; however, Calbrio’s site mentioned integration with a 3rd party platform that can address data sovereignty issues.

  1. Redundancy & Resiliency – Excellent

Calabrio Call Recording offers redundancy and business continuity through resilience.

Calabrio Call Recording is part of a more extensive offering (although it can be used on its own) called Calabrio ONE. ONE is a much larger commitment, but it lends a number of its key features to Call Recording, including:

  • Voice analytics
  • Call export (unclear if compliant)
  • Agent screen capture
  • Desktop, gateway, and network recording
  • Call meta-tagging
  • Robust permission settings
  • Call filtering
  • Recording to multiple file formats
  • CRM Hyperlinking (for use with ONE or external CRM solutions)

Calabrio Call Recording is a strong offering for your Cisco network that goes above and beyond basic call recording features.

3. Dubber

Dubber, a Cisco-preferred partner, has an agile recorder that comes packed with helpful tools for managing and extracting data from your call volume. With the Dubber app, users can start their accounts with a phone call.

Dubber provides transaction evidence, a feature geared for e-commerce call centers, but it still has a strong feature set for other vertical markets.

It fared favorably in our five “must-haves”.

  1. Secure storage – Excellent

Dubber uses a cloud-based storage

  1. Data encryption – Very Good

Dubber uses 256-bit AES encryption but did not mention a rotating methodology

  1. PCI redaction – Fair

Dubber only offers pause/resume PCI features

  1. Data sovereignty – Excellent

Dubbers coverage ensures customer data sovereignty

  1. Redundancy & Resiliency – Excellent

Dubber provides redundancy and resilience in its platform design

At first, we found Dubber’s website a little simplistic, often hitting fill-out forms instead of finding the information we were looking for. However, we discovered that Dubber has published several helpful articles and white papers that describe their unique philosophy about call recording with a little extra work.

Dubber also offers:

  • Voice analytics
  • Comprehensive audit trails
  • Granular permission settings
  • Call filtering
  • Recording to multiple file formats
  • Scalability
  • Custom integrations

Dubber offers a streamlined approach to call recording that will work for any market but will excel in e-commerce. Their philosophy may not suit every company’s approach to PCI DSS compliance.

4. MiaRec

MiaRec, a Cisco Solution Partner, offers call recording that integrates very well with Cisco call solutions. MiaRec’s solutions include live monitoring and numerous agent-centric features. MiaRec also features a web-based interface, agent scoring tools, and desktop-phone integration for pause/resume recording functions. Here’s how MiaRec’s solution fared:

  1. Secure storage – Excellent

MiaRec uses a cloud-based storage

  1. Data encryption – Very Good

MiaRec uses 256-bit AES encryption but did not mention a rotating methodology

  1. PCI redaction – Fair

MiaRec only offers pause/resume PCI redaction

  1. Data sovereignty – Unclear

We were unable to verify if MiaRec’s platform met data sovereignty compliance requirements

  1. Redundancy & Resiliency – Fair

MiaRec’s documentation showed how redundancy and resiliency could be achieved in deployment, but the website did not mention automatic redundancy or resiliency.

MiaRec has a strong offering for live agent coaching and monitoring and has passed a 100% interoperability test with Cisco systems. Its features include:

  • Live monitoring
  • On-demand recording
  • Agent Evaluation (manual and AI-powered)
  • Call flow reconstruction
  • Speech Analytics
  • Advanced Reporting
  • Advanced permission settings

5. Eleveo

Eleveo is a multiplatform UC compliance recorder that sports an omnichannel capture of calls, screens, chats, and emails. Their recording platform focuses on keeping an eye on agents through live monitoring while equipping you with call analytics. In our “must-have” categories, here’s how Eleveo did:

  1. Secure storage—Excellent

Eleveo uses a cloud-based storage

  1. Data encryption—Very Good

Eleveo’s uses 256-bit AES encryption but did not mention a rotating methodology

  1. PCI redaction—Fair

Eleveo only offers pause/resume PCI redaction

  1. Data sovereignty-Unclear

We were unable to verify if Eleveo’s platform met data sovereignty compliance requirements

  1. Redundancy & Resiliency-Fair

Eleveo’s documentation showed how redundancy and resiliency could be achieved in deployment, but the website did not tout automatic redundancy or resiliency.

Being an omnichannel solution, Eleveo doesn’t concentrate solely on call recording features, but where it packs its punch is in its omnichannel view of your company data. Eleveo offers on-site and cloud-based deployment, but it’s important to recognize that on-site deployment typically carries with it increased security costs.

The solution you choose has to fit your organization’s situation best. Take some time to research the compliance requirements your company is subject to before you pick a solution. Most companies will require a compliance platform that thrives in our “must-have” categories.

Still, others may find that they require an omnichannel solution or need to concentrate on live agent monitoring. In the long run, erring on the side of compliance saves companies money and keeps them legally safe while protecting their customers.

Heather Breese
Heather Breese is a qualified writer who fell in love with creativity and became a specialist creator and writer, focused on readers and market need.

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