Eckoh Secure Call Recording

What Eckoh Secure Call Recording is

Eckoh Secure Call Recording captures customer conversations and analyzes them while automatically redacting sensitive data from recordings. Supervisors can search and filter calls, and automated tags mark keywords or phrases to help locate relevant moments. On-demand transcription and sentiment analysis can help teams spot customer pain points without listening to large volumes of calls. The service 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 it as a managed cloud solution designed primarily for cloud use, and says it was also available to existing on-premise clients. The product includes AI-powered transcription, sentiment, and emotion recognition, and 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. The company says the product may not be cost-effective for contact centers with fewer than 50 agents.