Screen Recording for Call Centers — Capture Every Interaction

Why Screen Recording Changes Everything

Audio recording tells you what was said. Screen recording shows you what happened. When an agent navigates a CRM, fills out a form, looks up a customer record, or processes an order — screen recording captures it all. Combined with audio, you get the complete picture of every customer interaction.

This is critical for quality assurance, compliance audits, dispute resolution, and agent training. Instead of relying on notes or memory, supervisors review the actual call with full visual context. No other softphone at this price point includes screen recording — it's typically a feature of enterprise contact center platforms costing $100+/seat.

How It Works

• The softphone automatically captures the agent's desktop screen during active calls
• Screen recordings are encoded as MP4 video and uploaded securely to the server when the call ends
• Each screen recording is linked to its call record and synced with the audio timeline
• Admins can stream, download, or review screen recordings directly from the dashboard
• Role-based access controls ensure only authorized supervisors can view recordings

Use Cases

• Quality assurance — Review agent workflows to ensure correct processes and CRM usage during calls
• Training — Show new agents real examples of experienced agents handling calls efficiently
• Compliance — Prove exactly what data was entered, what screens were viewed, and what steps were followed
• Dispute resolution — Settle customer disputes with visual evidence of what actions the agent took

Screen Recording FAQ