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 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.