Eckoh Secure Call Recording captures and analyzes customer conversations, automatically redacting sensitive data from recordings. Supervisors can search and filter calls, while automated tags mark keywords or phrases to help locate relevant moments. On-demand transcription, sentiment analysis, and emotion recognition can help teams identify customer pain points without listening to large volumes of calls. The solution brings insights together across hybrid workforces, contact centers, different systems, and calls handled by outsourcing partners. Named telephony connections include Genesys, Cisco, Avaya, Twilio, and Amazon Connect. Eckoh describes the product as a managed cloud solution designed primarily for cloud use; existing on-premise clients also had access to it. Companies can set rules to exclude other data or dialogue from storage. Eckoh says its infrastructure meets PCI DSS Level 1 and SOC 2 standards. Pricing is available on request. Eckoh cautions that the product may not be cost-effective for contact centers with fewer than 50 agents.
Who it is for
The product suits global contact centers, enterprises, and service providers that need to record and analyze calls while redacting sensitive data. Eckoh says it may not be cost-effective for contact centers with fewer than 50 agents.
What is good
- Automatically redacts sensitive data from recordings.
- Search and filters help locate calls.
- Tags highlight keywords and phrases.
- Named connections include Genesys, Cisco, and Twilio.
What to know first
- Pricing is available on request.
- May not be cost-effective for fewer than 50 agents.
Verdict
Eckoh Secure Call Recording combines call search, redaction, and analysis features for contact center conversations. The price is not public, and Eckoh flags smaller contact centers as a possible poor fit on cost.
Eckoh Secure Call Recording plans and pricing
All plansCompared on call recording software
- Call capture
- both
- Call transcription
- Yes
- Searchable archive
- Yes
