Request Information

Request Information

or Call 1.877.459.4347

Call Recording Software: Uses Outside the Call Center

December 11, 2012 / Evolve IP Call recording products have become a vital tool in call centers and we’ve all heard the message alerting us that our “call may be recorded for quality assurance purposes” when we call our credit card company.Once a system is in place, every call center quickly realizes the value it provides. For example:
  • Contact center managers save calls that illustrate exceptional customer service to play during training.
  • Calls not handled successfully can serve as examples when providing constructive criticism to improve an agent’s skill set.
  • When recorded calls are delivered as a cloud service, managers can email or store recordings as .wav files.
  • Managers can refer to recordings to resolve disputes between a customer and a call center agent.
While the benefits to a call center are obvious, there are many other areas across an organization where a company can benefit from implementing call recording service.

Meet Compliance needs with Call Recording software

Many organizations are legally required to monitor their customer interactions for risk management purposes. Call recording can help ensure compliance for organizations that are required to adhere to the Health Insurance Portability and Accountability Act (HIPAA), Sarbanes-Oxley and other regulations.Organizations such as financial institutions are regulated by entities that enforce the proper handling of personal financial information. In fact, Call Recording is mandated for financial institutions by legislation in many states. A Call Recording solution can help your business uphold compliance with regulatory groups and provide proof of compliance during an audit.

Call Recording service reduces liability risk and settles disputes

It’s likely that every department in your organization interacts with your customers in some way. Any miscommunication can escalate from a simple “he said, she said” disagreement into something bigger that ultimately results in a law suit. No business wants to face a lawsuit, or pay the costs for one, so it’s important to keep meticulous records.To protect yourself, you should get everything in writing. But, when a phone call is required, you can still be protected by Call Recording software, which provides evidence that can be used to resolve matters before they escalate into a law suit.Internal disputes that arise between co-workers, or between managers and subordinates, can be quickly resolved with proof obtained through Call Recording software.

A Call Recording system means productive performance reviews

Recorded phone calls provide managers with specific examples to illustrate how their employee is performing during annual reviews, as well as helping the employee to create a development plan, and to hold them accountable to it.For example, if an employee is responsible for upselling and consistently misses her quota, her leader can review calls with her and offer suggestions on how she might have better handled the calls. If the leader has received complaints from a vendor his employee works with regularly, he can review calls between the vendor and the employee to ascertain recommendations for a more successful partnership.

Interview, conference call, and witness Call Recording

Lawyers, journalists, and many others commonly conduct phone interviews and nearly every business today holds daily conference calls. It can be distracting when either party is trying to take notes during an interview or conference call, and it can also slow down the call – or worse, participants can miss notating important points.With Call Recording software, participants can focus on the conversation and the recorded call can be sent as a .wav file email attachment to the participants after the call. Like any audio file, users can rewind or fast forward through the recording to get all the details they might have missed during the live call, or transcribe an entire interview if needed.

Sales training is enhanced by Call Recording service

Phone call recordings of the top performers on your sales team can be played during weekly team meetings for training purposes and to share best practices. One team member may have a better close ratio because of the specific way he describes the benefits of your company’s product or service.In contrast, recordings of lost sales opportunity calls can serve to provide constructive feedback to an individual or the team. Salespeople looking to improve their performance can listen to and analyze their own calls to determine key areas of success and need for improvement.Many companies employ telemarketers to qualify leads before they are assigned to the senior salesperson. Rather than having the telemarketers waste valuable calling time typing up lengthy notes to summarize a call with a good lead, they can share the file of the recorded call with the salesperson before he or she follows up.

Improved customer satisfaction with a Call Recording system

Without a way to monitor the quality of your team’s customer interactions, you can only wait for a customer complaint to come in, then act defensively. Many dissatisfied customers won’t even notify you that they are unhappy with their service until they end the relationship.With a Call Recording solution, supervisors can proactively monitor their team’ customer interactions to better manage the quality, resolve issues at first detection, and control customer satisfaction levels. One member of the team may be better at empathizing with customers’ needs or resolving their problems; recordings of this employee’s calls can be used to help mentor other team members.

Sharing recorded phone calls with VoIP Call Recording

If you have to miss an important conference call on your hosted VoIP system, your co-worker can record the call and email the .wav file to you to keep you up-to-speed. If you had an exceptionally successful call with a client and you want to share it with your boss or co-workers, you can email it to them directly. If you need a colleague to follow up on a call you had with business partner, you can send the recording to the colleague to inform her of what was discussed.

Added security and reduction of personal calls

With Call Recording software, businesses can ensure that restricted information stays in-house. It can also help to detect other security issues and to reduce the occurrence of inappropriate conversations and use of company time for personal calls.

Cloud features and benefits

A cloud-based Call Recording solution, such as the one Evolve IP offers, provides the same benefits any service delivered from the cloud provides, including: lower total cost of ownership (TCO), flexibility, scalability, disaster recovery, security, and centralized management (being able to monitor calls regardless of employee location). Managers and users also benefit from access to indexed recordings, live monitoring, tagging, reporting, multiple set-up options, accessibility and control.

In summary

There are myriad ways in which businesses can benefit from a cloud-based Call Recording solution. How phone calls are handled across your organization is just as important as the experience customers and partners receive when they walk through your front door. Is the way your team handles calls consistent with your corporate values and business goals? A Call Recording solution will answer that question for you.Categories: Call Center
Recommended For You
The Evolve IP Compliance CloudTM

Compliance is a way to do business … not an afterthought when clients need it.

At Evolve IP we have a dedicated compliance and security practice and work with two of the world’s top 3rd-party compliance auditors, Grant Thornton and Ernst & Young, to enable customers to extend their compliance to our fully audited cloud. This focus allows us to deliver the documentation and assurances that other’s simply cannot including HIPAA / HITRUST, PCI-DSS (all 12 sections), SOC 2/3 and more. The Compliance CloudTM includes true client isolation, encryption in transit and at rest, private VLANs, firewalls and dozens of other security measures.

What Our Clients Say
  • "Yesterday was, perhaps, my busiest day of client interaction either by phone or email since I have been a PM, and I don’t think any of my clients knew I was working from home unless I told them. I was also able to do trades behind the scene and interact with my team. So, for me, the technology has been working great. As an old guy, I am constantly dazzled by technology in general, but being able to do this stuff from home is amazing!"

    James C. Hunter, CFA, CFP, AIF, Senior Portfolio Manager, Principal

  • "Hey, IT people, As I’m working away in my home office, I just wanted to say thanks to you for all you’re doing, and have done in the past, to make it possible for us to run our company virtually. Not many of us JICers have jobs that everyone in the firm sees and could stop us from doing business. But you have this job, and do it well. Thank you for having the foresight and wisdom to get us in a position to succeed in a pandemic! You’re awesome."

    Michael D. Barnes, Esq., CTFA President, Principal

  • “That’s the type of proposition I like to bring to a Board of Directors. When I can say, ‘we can get everything new, be completely redundant, it can meet all of our needs and oh, by the way, we are going to save over $300,000 a year.’ It makes it easy for me to sell!”

    - Ken Schultz, CIO Ogletree Deakins

    Watch Testimonial

  • "The people that Evolve IP are more personable; you don't feel like there's necessarily a script when you're talking with them, they’re easy to understand, quick to get a hold of, and they follow through on what they say they're going to do."

    Watch Testimonial

  • "Evolve IP has been a vendor partner that has grown with us, that has helped us, and that you know stands by us and stands by their word."

    Watch Testimonial

What the Experts Think

Our analyst-acclaimed solutions are built on a world-class, compliant architecture that leverages the blue-chip technologies organizations already know and trust.


We deploy best-of-breed solutions including: Disaster Recovery, Contact Center, Unified Communications, DaaS, IaaS. Our services are analyst-acclaimed, vendor-validated, client recommended and award-winning.


Evolve IP is proud to have achieved the honor of being HITRUST CSF certified! Certification to the HITRUST Common Security Framework (CSF) affirms that all of Evolve IP’s cloud computing and cloud communications services adhere to the strictest security standards for electronic protected health information (PHI). The HITRUST security standard was developed by and for the healthcare industry as a means of going above and beyond the compliance requirements of HIPAA.

The HITRUST Common Security Framework (CSF) was developed to address the multitude of security, privacy and regulatory challenges facing healthcare organizations. The HITRUST CSF was developed by healthcare and IT professionals to provide an efficient and prescriptive framework for managing the security requirements inherent in HIPAA. HITRUST CSF rationalizes healthcare-relevant regulations and standards into a single overarching security framework. An important part of the “What is HITRUST” answer is understanding that the CSF is risk-based and compliance-based so that organizations can tailor the security control baselines and vendor management programs that they follow based on their specific organization type, size, systems, and regulatory requirements.


The Privacy regulations of the U.S. Health Insurance Portability and Accountability Act (HIPAA) require health care providers, organizations, and their business associates, develop and follow procedures that ensure the confidentiality and security of protected health information (PHI) when it is transferred, received, handled, or shared. This applies to all forms of PHI — paper, oral, and electronic, etc. Those who fail to adhere to HIPAA can suffer from huge fines climbing into the millions of dollars for major violations.

The Compliance Cloud™ fully enables covered entities and their business associates subject to HIPAA regulations to leverage a secure environment to process, maintain, and store protected health Information (PHI) featuring among other controls.

SSAW 16 Service Organization Control II (SOC 2)

Evolve IP has received an SSAE 16 SOC 2 Type II report on our internal controls relating to how we assess and address the potential risks associated with the security, availability, and confidentiality of not only the cloud-based services that we provide, but also our physical and logical infrastructure. Evolve IP utilizes the Certified Public Accounting firm of Grant Thornton to perform its annual audit and attestation in accordance with the Statements on Standards for Attestation Engagements No. 16 and the associated Trust Services Principles, as published by the AICPA, to evaluate the effectiveness of Evolve IP’s service organizations controls.


While Forbes regularly features coverage and recognition about Evolve IP, they've most recently recognized Evolve IP as being the "Best Cloud Computing Companies And CEOs To Work For In 2017".  They've ranked Evolve IP in the Top 3 just behind Google and Microsoft in the Cloud Infrastructure classification.  (Feb 2017). Forbes  also recently recognizes Evolve IP for bringing Singer Equipment Corporation, a mainstream business based in PA, into the cloud by means of unified communication. (Sept  2017). Last year, Forbes recognized Evolve IP's survey of 1,080 executives citing that the number one reason to go to the cloud is the same reason that it is avoided. (Mar 2016).

Unified Communications Product of the Year

TMC and Internet Telephony Magazine have named Evolve IP’s unified communications platform as a 2017 Unified Communications Product of the Year Award winner. This marks the 6th time Evolve IP has been honored with this prestigious award and follows a series of product innovations that have allowed the company to rapidly expand its international coverage.

Evolve IP’s business collaboration tools and IP phone system dramatically improve employee productivity in the office and on the road with a Unified Communications as a Service (UCaaS) platform that fully integrates voice, video, instant messaging & presence (IM&P), desktop sharing, audio/web conferencing and more. The company also provides a sophisticated Web-based management portal, OSSmosis®, that allows administrators to easily configure system functions and quickly modify users without the need to reach out to a third party for changes.


Inc. magazine has recognized Evolve IP in the 34th annual Inc. 500|5000, an exclusive listing of the nation's fastest-growing private companies. The list will be unveiled in the September issue of Inc.

The story of this year's Inc. 5000 is the story of great leadership. In an incredibly competitive business landscape, it takes something extraordinary to take your company to the top," says Inc. President and Editor-In-Chief Eric Schurenberg. "You have to remember that the average company on the Inc. 5000 grew nearly six-fold since 2012. Business owners don't achieve that kind of success by accident.

Payment Card Industry Data Security Standard (PCI DSS)

Evolve IP has achieved Payment Card Industry (PCI) Data Security Standard (DSS) compliance covering all 12 sections of the PCI DSS. The PCI data security standard is a comprehensive set of standards that require merchants and service providers that store, process, or transmit customer payment card data to adhere to strict information security controls and processes. It was created by the founding brands of the PCI Security Standards Council, which includes American Express, Discover Financial, JCB International, MasterCard Worldwide, and Visa Inc.


Evolve IP is also a registered and participating member of the CSA Security, Trust & Assurance Registry (STAR). The CSA was formed to encourage transparency of security practices within cloud providers. It is a free, publicly accessible registry that documents the security controls provided by various cloud computing offerings, thereby helping users assess the security of cloud providers they currently use or are considering contracting with. CSA STAR is open to all cloud providers, and allows them to submit assessment reports that document compliance to CSA published best practices. The searchable registry will allow potential cloud customers to review the security practices of providers, accelerating their due diligence and leading to higher quality procurement experiences. CSA STAR represents a major leap forward in industry transparency, encouraging providers to make security capabilities a market differentiator.

Deloitte’s Technology Fast 500TM

Evolve IP has been ranked for the second consecutive year on Deloitte’s Technology Fast 500™, a ranking of the 500 fastest growing technology, media, telecommunications, life sciences and energy tech companies in North America – both public and private. Technology Fast 500 award winners are selected based on percentage fiscal year revenue growth from 2012 to 2015. The list is a veritable Who’s Who of technology that has included tech companies like Google, VMware and Facebook.

Technology Fast 500 provides a ranking of the fastest growing technology, life sciences, and energy the companies – both public and private – in North America. Technology Fast 500 award winners are selected based on percentage fiscal year revenue growth during the period from 2012 – 2016.

Red Herring

Red Herring has named Evolve IP as one of the Top 100 Companies in North America.  Red Herring’s Top 100 recognizes the leading and most promising private companies from around the world. Among the over 20 criteria used to analyze companies for the award, Evolve IP was noted for its financial performance, technological innovation, customer footprint, the DNA of its founders and addressable market.

Red Herring selects the award winners for North America from approximately 1,200 privately financed companies each year in the US and Canada. Since 1996, Red Herring has kept tabs on these organizations and its editors were among the first to recognize that companies such as Facebook, Twitter, Google, Yahoo, Skype,, YouTube, Palo Alto Networks and eBay would change the way we live and work.


Evolve IP has been recognized as one of the “Best Entrepreneurial Companies in America” in Entrepreneur magazine’s Entrepreneur360™ Performance Index, a study involving a comprehensive analysis of private companies in America. Based on this study forged by Entrepreneur, Evolve IP is recognized as a company that exemplifies growth, not just in top and bottom line, but in sustainability and the ability to achieve lasting success.

According to Entrepreneur, after evaluating approximately 10,000 U.S. based firms, the team of editors and researchers behind the E360 Performance Index collected more than 250 pieces of data from the finalists, focusing on growth drivers and challenges, goal setting, resource allocations, and reward systems. The analysis uncovered a class of leading companies, including Evolve IP, whose continued success is largely based on superior value creation for their customers, building an adaptive learning culture, and aggressive geographic expansion—placing them amongst the most dynamic firms in America today.

Latest Press Releases

Evolve IP Enhances Its Microsoft Teams and Cisco Voice Direct Routing Platform
September 22, 2020 / Evolve IP
Evolve IP announced that it has integrated SMS business messaging and voice recording with AI speech analytics into its Microsoft Teams direct routing platform.
Evolve IP Integrates Business Messaging Into Microsoft Teams; Enhances Microsoft’s Direct Routing Solution
September 17, 2020 / Evolve IP
Evolve IP® announced that it has launched a fully-integrated SMS / business messaging platform for its Microsoft Teams Direct Routing solution.
Evolve IP® Named For Eighth Time to the Inc. 5000 List of Fastest-Growing Private Companies
August 12, 2020 / Evolve IP
Evolve IP®, the world's leading provider of Work Anywhere™ solutions, today announced that it has been named to the Inc. 5000 for the 8th time since 2012.
Evolve IP Delivers World’s Only Omnichannel Contact Center Integrated with Microsoft Teams and Virtual Workspaces
August 5, 2020 / Evolve IP
Evolve IP®, the world's leading provider of Work Anywhere™ solutions; today announced that it has integrated the omnichannel Evolve Contact Suite with Microsoft Teams and the company's virtual Workspaces...
View More

Contact Us

or Call 1.877.459.4347