Secure call recording for contact centers

Configurable call recording for regulated teams

Call recording can support coaching, documentation, quality assurance, and compliance programs for regulated teams. Dialpad gives admins configurable controls for how recordings are captured, stored, and accessed, with access permissions, audit logs, retention controls, and platform security standards such as SOC 2 Type II.

For healthcare customers, Dialpad products can be used in HIPAA-compliant workflows once a Business Associate Agreement, or BAA, is signed. For payment-related workflows, Dialpad is not a PCI processor, but offers options that can help support customers’ PCI-DSS compliance programs, including pause-and-resume recording, API-based recording controls, and integrations with PCI DSS-compliant providers such as PCI Pal.

Key capabilities include:

• Configurable recording controls to help teams manage when conversations are recorded

• Pause-and-resume recording to help stop recording during moments when sensitive information is shared

• API-based recording controls to support customer-defined recording workflows

• Access permissions and role-based controls to help limit recording access to authorized users

• Audit logs and retention controls to support internal governance and review

• AI-powered PII redaction to automatically detect and remove sensitive numeric data such as credit card and social security numbers from transcripts and recordings

• BAA support for healthcare customers using Dialpad products in HIPAA-compliant workflows

• Payment workflow options that can help support customers’ PCI-DSS compliance programs

What is contact center call recording?

Contact center call recording is the process of capturing customer conversations so teams can review interactions for coaching, quality assurance, training, compliance programs, and customer experience improvements.

For modern contact centers, recording is more than a call log. Recordings can help supervisors understand what happened during a customer interaction, identify agent coaching opportunities, review escalations, resolve disputes, and improve service workflows over time.

Dialpad brings call recording into the same platform teams use to manage customer conversations, so recordings, transcripts, AI insights, agent coaching, and contact center workflows can work together in one place.

Why call recording matters for contact centers

Call recordings give contact center teams a record of customer interactions that can support better decisions across operations, coaching, and customer experience.

Supervisors can review recordings to understand how agents handled complex conversations. Quality teams can evaluate whether interactions followed internal standards. Leaders can identify recurring customer issues, training gaps, and process problems that may not show up in dashboards alone.

For regulated teams, call recording can also support documentation and compliance programs by giving admins more control over how recordings are captured, stored, accessed, and reviewed. In healthcare, financial services, and insurance, those controls can be especially important when teams need to balance visibility with privacy, security, and internal policy requirements.

What contact centers can do with call recording

Improve quality assurance

Call recordings give QA teams a direct view into customer conversations. Supervisors can review interactions, evaluate agent performance, and identify patterns that may affect service quality.

When recordings are connected to transcripts, summaries, and AI insights, QA teams can review conversations more efficiently and focus on the moments that matter most.

Coach agents with real customer examples

Recordings make coaching more specific. Instead of relying only on metrics or secondhand feedback, supervisors can use real customer interactions to show agents what went well, where conversations got difficult, and how similar issues should be handled in the future.

This can support onboarding, ongoing coaching, and performance management across contact center teams.

Resolve disputes and verify details

Customer conversations often include important details about requests, commitments, approvals, or follow-up steps. Call recordings can help teams verify what was said, review escalations, and resolve disputes with more context.

Identify recurring customer issues

Call recordings can help leaders understand where customers are getting stuck. When paired with transcripts and analytics, recordings can reveal repeated questions, objections, product issues, policy confusion, or process gaps that need attention.

Support regulated workflows

For teams in healthcare, financial services, insurance, and other regulated industries, call recording can support internal policies, documentation, quality assurance, and compliance programs. The right platform should give admins controls for recording permissions, access, retention, and sensitive moments where certain information should not be captured.

Dialpad supports these workflows with configurable recording controls, pause-and-resume recording, API-based recording controls, role-based access, audit logs, and retention controls. These capabilities can help teams capture the interaction context they need while reducing the risk of storing sensitive information unnecessarily.

Built for contact center workflows

Dialpad call recording is built for contact center teams that need visibility across agents, queues, teams, and customer interactions. Admins can configure recording settings, manage access permissions, review recordings, and connect recordings to broader contact center workflows.

Because Dialpad brings calling, contact center, AI, and analytics together, teams can use recordings alongside real-time transcription, summaries, sentiment, and conversation intelligence. That gives supervisors a more complete view of customer interactions, all within the same platform.

Call recording built for contact center workflows

Configurable call recording

Capture customer conversations for QA, coaching, documentation, and review with recording controls built into Dialpad Support for contact centers. Admins can configure recording settings and access so teams can manage recordings based on their workflows and policies.

Real-time AI context

Call recordings work alongside real-time transcription, sentiment analysis, and AI-powered insights, giving supervisors more context while customer conversations are happening. This can help teams spot interactions that may need support and review key moments more efficiently after the call.

Faster training and onboarding

Use real customer conversations to support agent onboarding and ongoing coaching. Supervisors can turn recordings into practical examples for new agents, helping teams reinforce best practices and improve consistency across customer interactions.

Coaching playlists

Create playlists of recorded calls to support targeted coaching by topic, scenario, or team. From difficult support conversations to strong examples of issue resolution, playlists give agents a more practical way to learn from real contact center interactions.

AI-powered recaps and transcripts

Pair call recordings with AI-powered transcripts, searchable summaries, and action items so teams do not have to replay entire calls to find important details. Supervisors can review customer interactions faster and connect recordings to QA, coaching, and follow-up workflows.

Privacy and recording controls

Use configurable recording controls to help manage sensitive workflows and reduce the risk of storing information unnecessarily. Dialpad supports access permissions, retention settings, and options like pause-and-resume recording and API-based recording controls for customer-defined policies.

Pause-and-resume recording

Pause-and-resume recording helps contact center teams stop recording during sensitive parts of a conversation, then resume when appropriate. This can support workflows where customers may share payment information, identity details, healthcare information, or other sensitive data that teams do not need to store in a recording.

API-based recording controls

For teams with more complex compliance or payment workflows, Dialpad supports API-based recording controls that can help automate when recording should pause, resume, or be managed based on customer-defined workflows. These controls can help teams support internal policies and reduce the risk of sensitive data being stored unnecessarily.

PII redaction

Dialpad AI can automatically detect and redact sensitive numeric information, such as credit card numbers and social security numbers, from call transcripts and recordings in real time. This helps reduce the risk of sensitive customer data being stored or surfaced in summaries, analytics, and AI features unnecessarily.

Payment workflow integrations

For payment-related workflows, Dialpad is not a PCI processor, but offers options that can help support customers’ PCI-DSS compliance programs. That can include pause-and-resume recording, API-based recording controls, and integrations with PCI DSS-compliant providers such as PCI Pal. The PCI Pal integration uses DTMF masking so that keypad-entered payment details are processed directly by PCI Pal and are not recorded, transcribed, or stored in Dialpad.

More on security

Call recording that supports contact center performance

For contact centers, call recording is more than a record of what was said. It can support quality assurance, agent coaching, dispute resolution, compliance programs, and a better understanding of customer needs.

With Dialpad Support for contact centers, recordings can work alongside AI-powered transcripts, summaries, analytics, and coaching tools, helping supervisors review conversations more efficiently and identify where teams need support. That gives leaders a clearer view of customer interactions, recurring issues, and opportunities to improve service quality over time.