Record interactions with
Zylinc Call Recording
Record conversations to meet documentation requirements, train agents, for security purposes or for further processing with, for example, Zylinc Cloud Post-Call Analysis.
Store or listen to phone calls directly in Zylinc Cloud alongside other call statistics, or download them for storage elsewhere.
Support operations, quality assurance, training, and compliance
Call recording is a powerful tool in a call center! It strengthens operations, ensures high quality, helps meet legal requirements, and makes onboarding/training easier- both strategically and practically.
All calls in Zylinc Cloud can be recorded and used for multiple purposes — including documentation, agent training, accurate note-taking and summarization, compliance with legal requirements, and providing reassurance for agents handling complex or sensitive conversations.
Moreover, call recordings give you valuable qualitative insight: Analyze conversations to uncover best practices, coach agents through complex interactions, and understand and evaluate how new business initiatives resonate with your customers in real customer interactions.
You can also transcribe recordings and leverage AI-powered insights through Zylinc Cloud Post-Call Analysis.
Curious to learn more? Book a demo and see how simple it is to start recording – and turning your calls into actionable insights.
Convert speech to text with AI in Zylinc Cloud Post-Call Analysis – and improve service while reducing churn
With call recordings, you can take it a step further with another one of our extensions: Zylinc Cloud Post-Call Analysis. Powered by AI, the full conversation is transcribed word for word. Your agents receive a complete, detailed transcript, a concise summary with auto-generated keywords making it easy for agents to quickly scan previous customer interactions – all delivered swiftly, consistently and without bias.
Transcripts are stored alongside other call data and your recordings in your Zylinc Cloud statics module. They can help streamline operations by automating time-consuming tasks such as generating conversation summaries. In the future, we also plan to introduce AI-generated reason codes.
You can also gain deeper customer insights by exporting and analyzing the transcripts further – for example, to detect sentiments or identify recurring trends in conversations. This helps uncover frequently asked questions, common pain points and potential sources of customer dissatisfaction.
Train employees
Easily onboard and train colleagues using real conversations – or perform QA and QC on calls without interrupting or distracting the agent
Comply with documentation requirements
In certain industries, regulations, laws and directives may require companies to record and store conversations
Further processing
Use call recording for transcription and deeper analysis to understand customer satisfaction – or as a valuable supplement to notes and summaries
For security’s sake!
No more uncertainty about what was said – agents can start recording calls at any moment, from any queue
Data, documentation and call recording across queues
As a company, you have full control over how call recording is handled:
- Precisely choose which queues should have call recording enabled.
- Decide how and when callers are informed about the recording.
- Define the timeframe for anonymizing sensitive personal data, such as email addresses and phone numbers, after the call.
Calls routed through a recording-enabled queue can be captured in full, even if the call is transferred to other agents or queues.
Agents can initiate a full-length recording at any time with a single click, even if the queue isn’t configured for automatic recording. The entire conversation – including the part before recording was activated – will be saved, providing an extra layer of security and peace of mind.
Anonymization, storage and GDPR
Recordings can be accessed via the Zylinc Cloud statistics portal. Here, you will find the recording along with the date and time of the call, incoming/outgoing phone number, queue, time in queue, call duration, and the name of the agent who answered the call.
You define how quickly after the recording sensitive personal data about the caller must be anonymized. Anonymized information about the call itself can still be viewed and used for purposes such as statistics.
Recordings can be stored in Zylinc Cloud for defined periods of up to 2 years or downloaded and exported before the storage period expires.
And GDPR for incoming calls without recording notification in the queue? Naturally, a pop-up will appear for the agent reminding them to inform the customer that the call is being recorded.
2 recording licenses
With Zylinc Cloud, you can tailor your data retention policy to fit compliance and business needs. Information about the call can be anonymized after 2 weeks, 1 month, 3 months, 6 months, 1 year or 2 years. Once a recording has been anonymized and the defined storage period has expired, it is permanently deleted from Zylinc Cloud.
Please note that it may take up to 15 minutes after a call has ended before the recording is available..
Storage for up to 30 days
Includes a license to record and store calls, including sensitive personal data (such as phone numbers and possibly email addresses), for up to 30 days.
After this period, recordings are automatically deleted from the system.
Storage for up to 2 years
Includes a license to record and store calls, including sensitive personal data (such as phone numbers and possibly email addresses), for up to 2 years.
After this period, recordings are automatically deleted from the system.
Getting started couldn’t be easier
Call recording is a seamless extension of your existing Zylinc Cloud solution -meaning you can start recording calls quickly and with minimal setup.
If you wish to use Zylinc Cloud Post-Call Analysis, please note that call recording is a prerequisite.
Contact your Zylinc partner to learn more about pricing tailored to your company.
See all our add-ons
Make the most of your Zylinc solution – choose among our out of the box integrations.