Call Recording Playback

You can now relive the greatest hits of your call center in EdgeTier! Listen to call recordings right in the system while reviewing interactions.

⏯️ Call Recording Playback

This update gives your team the tools they need to analyse the tone of conversations where necessary, or fill in any gaps if transcripts alone are unclear. 

What it does:

  • Wherever you’re reading a voice transcript or reviewing an agent’s call, you’ll now find a play/pause button conveniently at the bottom of the transcript.
  • Hit play to hear the call and catch any nuance that the transcript might have missed – because sometimes tone matters!

Things to note: Call recordings will be available for 3 months from the date of the conversation. And this feature is optional, so please let us know if you want us to turn it on for your calls! 

To enable Call Recording Playback for your organisation, reach out to us at support@edgetier.com or contact your Customer Success Manager directly. 

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