Eckoh Secure Call Recording

Overview

Eckoh Secure Call Recording captures contact-center conversations, redacts sensitive information and adds tools to search and analyze calls. It best suits larger contact centers that need payment-data protection across teams and systems. Its combination of redaction and conversation analysis is compelling, but custom pricing may make it a poor fit for smaller operations.

Key features

Supervisors can search and filter recordings in a searchable archive, making it easier to find particular calls without trawling through the full collection. Automated tags flag keywords and phrases to help users jump to relevant moments.

Automatic redaction is aimed at supporting a PCI DSS-compliant contact center environment. Eckoh says its solutions run on infrastructure meeting PCI DSS Level 1 and SOC 2 standards. Companies can also build rules to remove other kinds of data or dialogue they do not want to retain. That flexibility is useful when a business has storage exclusions beyond payment details.

On-demand transcription, sentiment and emotion recognition are designed to help teams identify customer pain points without listening to thousands of calls. The product can capture insights across hybrid workforces, contact centers, different systems and calls handled by outsourcing partners. It names Genesys, Cisco, Avaya, Twilio and Amazon Connect as telephony connections.

Eckoh presents Secure Call Recording as a managed cloud solution designed primarily for cloud use, while also making it available to existing on-premise clients. That makes it relevant to some established on-premise customers, but it is not presented as a general-purpose on-premise deployment for new customers.

Pricing

The Secure Call Recording plan has custom pricing; request a demo. The product is paid, and no trial, seat allowance or usage quota is stated. Eckoh warns that it may not be cost-effective for contact centers with fewer than 50 agents, so smaller teams should weigh the operational benefits against a likely enterprise-oriented purchase.

Platforms

Secure Call Recording is available on web and self-hosted platforms, with managed cloud delivery emphasized. It supports both call capture and call transcription.

Who it's for

This is best suited to global contact centers, enterprises and service providers that need to protect payment conversations while finding and analyzing calls across multiple systems or outsourced operations. Smaller contact centers may find the economics less attractive, and organizations seeking a simple recording archive without redaction or analysis have less reason to choose it.

Pros and cons

• Pros: Automatic redaction and infrastructure meeting PCI DSS Level 1 and SOC 2 standards address security needs in payment-handling environments.
• Pros: Search, automated tags, transcription and sentiment and emotion recognition give supervisors several ways to locate and interpret calls.
• Pros: Cross-system coverage and named connections to five telephony providers can suit contact centers with varied operations.
• Cons: Custom pricing and Eckoh's warning about cost-effectiveness below 50 agents make it harder to justify for smaller teams.
• Cons: The cloud-first design, with on-premise availability for existing clients, may not fit buyers seeking a broadly available on-premise option.

Alternatives

For a wider set of call-recording options, browse Call Recording Software.

• Smarsh Call Recording and Analytics is another paid option, with Android and iOS platforms and pricing by demo or sales quote; consider it if mobile platforms matter.
• CallCabinet offers self-hosted and web platforms with multiple named recording and analytics plans; consider it if you want those plan options.
• Dubber offers API and web platforms, flexible monthly and annual subscription plans, and unlimited, scalable secure storage; consider it if those terms and storage are priorities.
• Eleveo Call Recording offers subscription pricing for on-premise or hybrid setups, as well as SaaS pricing with support and professional services included; consider it if those deployment and service terms fit.
• Numonix IXCloud has API and web platforms, a free plan and a free trial; consider it if those access options matter.
• NUSO Connect Recorder is a paid self-hosted and web option with pricing by request and a demo; consider it if that setup suits your team.
• Touch Call Recording charges monthly fees per activated recording channel and user, plus a one-time setup fee, with retention from days to seven or more years and unlimited storage within the chosen retention period; consider it if those channel and retention terms suit your needs.
• Uniphore U-Assist is a web-based paid alternative with pricing by demo.

Verdict

Choose Eckoh Secure Call Recording if a larger contact center needs searchable, redacted recordings and conversation analysis across complex operations. Its main advantage is the combination of payment-data safeguards and tools for finding customer pain points; its main reason to look elsewhere is the cost risk for smaller teams, compounded by custom pricing.