Compliance recording
PCI DSS-ready capture with voice signatures, audit reporting and secure, encrypted archiving — so you can satisfy regulators and client obligations with confidence.
PCI DSS-ready compliance recording
Voice & screen recording
AI transcription, sentiment & speech analytics
Works with Teams, iPECS Cloud, Avaya & RingCentral
CyRecord overview
Reliable recording for compliance, clarity and customer service.
Call recording gives any organisation undisputed facts about every conversation — settling “who said what” quickly, proving compliance, and turning real interactions into training material. CyRecord makes that capture reliable, secure and easy to act on.
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Prove compliance
Meet the requirements of regulators and your clients' contracts with full audit trails.
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Resolve disputes fast
Settle “who said what” quickly and without concession.
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Lift the whole team
Improve staff capability through listening and review, and pinpoint top performers' skills to share.
Core capabilities
Six ways CyRecord works for you.
Voice & screen recording
Capture the conversation and what's happening on the agent's desktop — ideal for quality management, auditing and training new starters on real workflows.
Speech analytics & sentiment
Transcribe 100% of calls, detect keywords, score sentiment for caller and agent, and read the full sentiment profile of every conversation.
QA Manager & coaching
Score every call, raise coaching flags automatically, and close the loop with supervisor notes and agent review — quality assurance that never clocks off.
AI Summary Studio
Design templates that tell AI exactly how to summarise every call — sections, structure and tone — then apply them automatically across all your recordings.
Data your way
Choose where recordings and transcriptions live — including your own data store for full data sovereignty — and optionally drop the raw transcription straight into your CRM contact history.
QA Manager
Meet your QA manager — it never clocks off.
Quality assurance has always been a resource problem: humans can only review so many calls. QA Manager changes the equation — you score every call and get full visibility into every metric, not just a sample.
Design
Build your QA framework
Create a QA survey of the questions that matter. Add them manually or with AI assistance, choose answer types, and set a score weighting, positive and negative thresholds, and the comments agents see.
Classify
Group questions into classifications
Organise questions into classifications such as Compliance disclosure, Greeting & identification or Empathy & tone — or any framework you define. Each classification scores as the average of its questions.
Flag
Set automated coaching flags
Attach green and red call flags to each classification so concerns are raised automatically — a compliance question left unasked, a sensitive topic, or a score below threshold.
Score
AI, people, or both
Apply AI to assess tone, completeness and context across every call, review manually where a closer look is needed, or combine the two — AI for volume coverage, people for the calls that warrant it.
Coach
Coach with notes
A supervisor dashboard shows scores and trends by team or individual agent. Add coaching notes against each classification and question, in context.
Close the loop
Agent review & action
Agents log in to review their coaching flags and notes, and mark each one as actioned — turning every call into coaching, and coaching into measurable improvement.
New · Sentiment profiles
The shape of the whole conversation.
A sentiment score tells you whether a call was good or bad. It can't tell two opposite calls apart — one that starts happy and ends unhappy scores almost the same as one that starts unhappy and ends happy.
Starts positive, ends negative
Score ≈ 50%
Starts negative, ends positive
Score ≈ 50%
Same score. Completely different stories.
A sentiment profile is the arc of sentiment across the entire call — for both caller and agent. How it started, what happened in the middle, and how it ended. And because every call carries one, you can break the picture down by agent, queue, team or time of day.
Use case
Agent coaching
Spot agents who hold their composure while a caller escalates — worth recognising — and those whose own tone slips, a coaching opportunity. Across every call, not just the few anyone has time to replay.
Use case
Negative endings
Flag every call that ended with the customer unhappy and auto-send the list to managers on a schedule, e.g. hourly — so they can put things right while there's still time.
Sentiment analysis tells you whether a call was good or bad. Sentiment profiles tell you the story of how it got there.
New · AI Summary Studio
Design exactly how AI summarises every call.
Build a summary template once, and AI applies it to every recording. Split the page into the sections that matter to your business — then choose the voice it's written in.
1Brief summary
2Questions asked
3Actions & follow-ups
4Knowledge base additions
5Detailed summary
Set the voice
Concise
Business
Legal
Educational
Detailed
Plain English
Section library
Mix and match the sections you need.
Beyond the essentials, drop in sections that turn a summary into action.
Sentiment & mood
How the caller felt and how it shifted, drawn from the sentiment profile.
Compliance & disclosures
Confirm the required statements were made — a natural tie-in with QA Manager.
Data captured
Names, account numbers, dates and amounts pulled out as structured fields.
Objections & handling
What the customer pushed back on, and how the agent responded.
Risk & escalation
Churn signals, complaints or anything that needs a manager's attention.
Outcome & resolution
Resolved, unresolved or call-back — with the next step made explicit.
CRM field updates
Summary content formatted to drop straight back into your CRM.
Promises made
Commitments the agent gave the customer, so nothing falls through.
Coaching notes
Observations for the supervisor, aligned to your QA framework.
Data your way
Your recordings and data, on your terms.
CyRecord is configured around your data policy — not the other way around. Choose where everything lives, and how transcriptions flow into the systems your teams already use.
Sovereignty
Your own data store
Keep recordings and transcriptions in your own storage for full data sovereignty — ideal for government, healthcare and finance, or any policy that requires data to stay in place.
Routing
Transcription routing
Decide where transcriptions are delivered and stored — separately from the audio if you need it — so the right data lands in the right place.
CRM
CRM contact history
Optionally deposit the raw transcription straight into the customer's CRM contact record — in addition to your data storage — so the full conversation sits alongside the rest of the account history.
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Compliance / audit Secure archiving viewCompliance & security
Meet strict compliance requirements without compromise.
Many organisations now form contracts by phone and need voice signatures, and standards such as PCI DSS require interactions to be recorded and archived. CyRecord gives you the controls and audit trail to satisfy tough requirements.
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PCI DSS-ready
Automated pause and resume around card entry via the PCI Application Pause API.
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Secure by default
Files compressed and encrypted as standard, with audit reports for compliance and security.
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Easy retrieval
Search and playback through the CyReport web client; export or email recordings as MP3.
Better together
Two solutions in one — recordings delivered with your reports.
Integrate CyRecord with CyReport for centralised intelligence, and add CyDesk to control recording from the agent desktop.
CyReport
Centralised intelligence
Bring call data, reporting and playback together in one place for faster investigation.
Playback
Click-to-playback
Move straight from a report or user record to the exact call — no extra searching.
CyDesk
Desktop control
Control recording, screen-pop the customer's CRM record, and categorise calls by completion code.
Get the facts right
Every call, captured, understood and acted on.
Compliance-grade recording, quality assurance that scores every call, and sentiment you can actually act on.