Call Recording Software for Call Centers
Who Uses CallShaper’s Call Recording Software?
CallShaper call recording software is used by telephone answering services, customer support centers, BPOs, Medicare and insurance agencies, and outbound sales teams. Operators choose CallShaper when recording needs to connect to dialing, routing, lead data, and compliance documentation in one system, not across three or four vendors.
Customers include Telepoint Group, Dominion Outsourcing, Brett Robinson Vacation Rentals, GoHealth 360, and Panorama Call Solutions.
Capture, Score, and Coach Every Call in One Platform
CallShaper's call recording software captures every inbound and outbound call inside the same platform that dials, routes, scripts, and scores. Recordings and QA scorecards live in one system. Supervisors move from playback to coaching without exporting files or switching tools.
We support outbound sales teams, inbound contact centers, BPOs, and TAS.
Operations range from a single campaign to multi-location deployments. Recording scales with seat count and call volume. It ties to the lead and campaign record automatically and works across predictive, progressive, preview, manual, and click-to-call dialing modes.
Recording runs at the cloud platform level at 99.999% uptime. There's no device dependency, no extra recording tier, and no separate QA tool to license. Every call is captured, archived, and ready for review.
Why Operators Replace Standalone Recording Tools
Most call centers stitch recording together from device-level apps, carrier add-ons, or a separate QA vendor. The result is predictable: missed recordings on Bluetooth or speakerphone calls and no audit trail tied to the lead record. Supervisors spend hours scrubbing audio to find one coaching moment. When a TCPA complaint, DNC dispute, or QA review hits, recordings either don't exist or can't be located in time.
Standalone tools also charge separately for search and scoring, turning a basic compliance requirement into a multi-vendor line item.
How Call Recording Works Inside CallShaper
CallShaper's recording engine captures every call automatically at the platform layer. It ties each call to the lead and campaign, then routes it into built-in QA scorecards. There's no agent action required and no separate recording app to deploy.
The platform supports capture across all five dialing modes:
- Predictive dialing for high-volume outbound campaigns
- Progressive and preview dialing for warmer lists
- Manual dialing for compliance-sensitive calls
- Click-to-call for inbound follow-up
Inbound calls routed through Interactive Voice Response (IVR) and skill-based queues are recorded with the same logic. Blended operations get a single, consistent record of every interaction.
Every recording syncs with the unified agent interface, lead record, and campaign reporting. Supervisors search, score, and coach in the same workflow agents already use.
Result: Every call recorded, scored, and searchable inside one platform, with no separate QA tool to license.
Key Features
Built In
Built-in call recording is CallShaper's native capability for capturing, storing, and searching every call inside the same platform that runs dialing and routing.
Compliance Control
Recording can be automatic by turning it on at the client level. Record or mute portions of a conversation in the script, or have the agent control when the recording starts and stops.
Storage
Recording can be automatic, and every call is archived, so supervisors find a specific interaction by agent, date, or call result outcome in seconds instead of scrubbing hours of audio.
Every Mode
Recording runs at the platform level on every dialing mode and every inbound queue. There's no separate license and no device-level dependency.
Integration With Existing Tech
Send recordings to an SFTP, S3 Bucket, or a vendor of your choice.
Connects Recording to QA Scoring and Coaching
CallShaper connects every recorded call directly to a built-in Quality Assurance Scorecard, included in specific packages at no additional cost. Supervisors grade calls, track scores over time, and document coaching inside the same workflow that captures the recording. The loop from call to coaching never leaves the platform.
The scorecard supports custom grading criteria and score tracking by agent and campaign. Documented coaching notes tie to the original call. There's no export step, and no manual matching of recordings to evaluation forms.
Reliable Call Recording at Scale
CallShaper call recording software runs at 99.999% uptime at the cloud platform level. Capture doesn't depend on agent devices, browser plugins, Bluetooth headsets, or speakerphone behavior. Recordings are captured on every call across single-site teams, multi-location operations, and remote agents.
The predictive dialer manages up to 20 lines per agent without dropping recording fidelity. Inbound recording follows the same logic across IVR menus and skill-based routing. One operational view, one recording layer, every site.
Integrations That Extend the Call Recording
Recordings and QA data flow into the CRMs, compliance tools, and workflow systems your team already uses. Native partners and open API connectivity cover lead intake, deliverability, consent tracking, and automation.
See CallShaper’s Recording Capability in Action
See how one platform can streamline training, meet compliance requirements, pace outbound calls against live agent availability, automate time-intensive tasks, and more.
Call Recording Software FAQs
How is CallShaper priced?
CallShaper offers customized pricing tailored to each customer’s specific requirements, such as the number of seats, desired features, and necessary integrations. We do not use a standard, one-size-fits-all model. Instead, we adjust our pricing to match the unique configuration of every business.
Is it legal to record calls without telling the other party?
Recording consent laws vary by state and country. Some jurisdictions require all parties to consent; others require only one party. CallShaper’s announcement controls let you configure consent notifications per call type and jurisdiction. Compliance infrastructure documents consent handling automatically for audit purposes. Operators set the policy, the platform enforces it consistently, and the recording captures the disclosure as part of the audit trail.
How do I find a specific call without listening to hours of audio?
The platform ties each recording to the originating lead and campaign, so you can find calls by source, disposition, or QA score. There’s no separate search tool, no premium AI search tier, and no manual log lookup.
Will recording work across all agent devices and call types?
CallShaper recording runs at the cloud platform level, not the device level. Capture doesn’t depend on the agent’s browser, headset, Bluetooth pairing, or operating system. It covers every dialing mode, every inbound queue, and every blended interaction. Platform uptime is 99.999%, so recordings are captured on every call across single-site teams, multi-location operations, and remote agents.
Does call recording tie to our CRM and lead records?
Yes. Every recording is automatically tied to the same lead record, campaign, and disposition inside CallShaper, so there’s no separate CRM lookup. Native integrations and open API connectivity push recording links and call metadata into CRMs, ticketing systems, and lead sources. Zapier supports workflow automation across additional apps, and the API supports custom CRM sync where needed.
Does CallShaper handle TCPA and DNC documentation for outbound?
Yes. Outbound calls are recorded, timestamped, and tied to the lead record. DNC scrub status and STIR/SHAKEN signaling are all included. The audit trail is generated automatically as part of the dialing workflow. Compliance documentation doesn’t require manual logging or a separate recording tool. Operators get an audit-ready record on every outbound call.