Inbound and outbound voice calls in Relate can now be recorded. Voice-call recording helps review calls for compliance and quality assessment purposes.

If voice-call recording is enabled, an automated consent message plays when every call is answered. The recording begins if the call continues after the automated consent message has finished playing. When the call ends, Hearsay stores the recording as an mp3 file and initiates a time-stamped transcription process. After transcription, the mp3 and the transcript are sent to the organization’s compliance archive. The transcript is then processed by the organization’s lexicon check.  

The automated consent message is provided by Hearsay and can’t be changed. 

Hearsay stores recorded voice-call mp3s and transcripts for 30 days or the length of time specified in your data retention policy. 

This feature is off by default, and is available at an additional charge. To turn it on, send an email to support@hearsaycorp.com and include “Enable Voice Call Recording on Relate from the July 2024 Release” in the subject line. In the email, please add any relevant enablement details as well as any questions that you may have.