Call Recording and Analytics to illuminate your operation
With our call recording and analytics solutions, you can capture every customer conversation, improve service quality, and turn everyday interactions into insight while meeting your compliance obligations.
The challenge
Customer conversations are one of the most valuable and vulnerable sources of information in your business. Without reliable recording, it's impossible to evidence compliance, protect against disputes, or analyse call performance. Many teams rely on basic logging or manual notes, leaving gaps in understanding, quality, and accountability.
The challenge goes beyond capture. Most organisations don’t have tools to review, search, or analyse calls effectively. Insights are missed, coaching becomes reactive, and it’s hard to track trends or sentiment across teams. Without voice analytics, it's difficult to improve outcomes, and easy to fall behind.
Our solution
We provide secure, compliant call recording and voice analytics solutions tailored to your operation’s needs. Whether you're recording to be FCA compliant, meet PCI-DSS, or internal audit requirements, we ensure every conversation is captured, encrypted, and accessible through a central portal.
Call data doesn’t just sit in storage, it becomes a resource. Our platforms support real-time call monitoring, quality scoring, keyword detection, and even full speech transcription. Managers can review performance, identify coaching opportunities, and gain insights into customer sentiment or compliance risk across every call.
We support multiple deployment options; on-premise, cloud, or hybrid, with integrations into UC platforms and contact centre systems. Our solutions scale across teams and sites and are backed by robust controls to ensure data privacy, retention policy enforcement, and audit readiness.
Seamlessly integrated
Connect directly into your UC, VoIP, mobile and CRM systems to ensure no duplication, no missed data, and no extra overhead.
Intelligently automated
Transcribe, tag, and surface insights automatically, helping you focus on action, not admin.
Expertly supported
Onboarding, admin training, and policy setup are all included, with clear guides and ongoing support.
Who it’s for
Regulated businesses needing evidence-grade recording and audit-ready reporting.
Customer-centric operations seeking to improve the customer experience and agent coaching.
Companies looking for deeper insight into agent performance, customer sentiment, and service consistency.
Key benefits
Secure, services that meet PCI-DSS, GDPR and FCA-compliant call recording standards.
Speech analytics and transcription for searchable, real-time insights.
Centralised dashboard for reviewing, searching, and managing recorded calls.
Seamless integration with UC, VoIP, mobile voice, and contact centre platforms.
Custom tagging and call quality monitoring and scoring to track performance and improve coaching.
Automated alerts and reporting to track trends, risks, and outcomes.
Works well with
Explore complementary solutions that strengthen and extend your Customer Experience strategy:
Automated Customer Service
For intelligent automation that resolves routine queries through chatbots, voice AI, and self-service, improving speed and satisfaction.
Cloud Security
For comprehensive protection of your cloud applications, workloads and data.
Unified Communications and Collaboration
For enabling seamless voice, video, and messaging, connecting teams and customers wherever they are, on any device.
Start your journey
Surface the easy wins that will make interactions more memorable and give your customers the experience they expect.
Our FREE Customer Experience Audit provides a clear, actionable report with the insight and expert recommendations you need to decide where best to invest your time and resources to connect even deeper with your customers.
Our point of view
“Every call tells a story about what was said, but also how the interaction was handled, how it felt, and what it meant to the customer. Recording alone isn’t enough as businesses need structured access to turn all that voice analytics data into insights that takes them forward.
We deliver solutions that make compliance easier, training smarter, and service more consistent. Because when you can hear what’s working, and what isn’t, you can act with clarity and confidence.”
How we deliver
Managed Services
Managing today
We take care of the platforms, infrastructure and services your business depends on so your teams can focus on growth, not firefighting. From basic coverage to enterprise-grade assurance, our Managed Services are designed to reduce risk, maintain availability and keep you moving forward.
Strategic Change
Building tomorrow
We deliver change with structure, clarity and confidence helping you reduce risk, increase value and modernise for the future. Our approach is built around real-world outcomes, not theoretical transformation.
The real FAQs for Call Recording & Analytics
Whether you're managing compliance, training staff, or extracting insight, it's important to know how it all works, which is why we’ve put all the most common questions we hear from customers below.
Do your solutions meet regulatory standards like FCA and PCI-DSS?
Yes. We provide fully compliant call recording solutions that meet FCA, MiFID II, PCI-DSS, GDPR, and other sector-specific standards, with encryption, secure storage, and audit trails included.
Can we record calls across different platforms?
Absolutely. Our solutions integrate with Microsoft Teams, mobile voice, SIP trunks, VoIP, and legacy PBX systems to ensure full coverage across your environment.
How are calls stored and secured?
Calls are encrypted in transit and at rest, stored in secure UK-based or customer-defined locations, with configurable retention policies and access controls.
Do you offer speech-to-text transcription?
Yes. We offer AI-driven transcription that turns spoken conversations into searchable text, helping customer service analytics teams analyse, review, and report faster.
How can we use recordings for coaching?
Managers can tag, rate, and comment on calls, build scorecards, and set benchmarks to guide staff development and track improvement over time.
Can we search for specific topics or keywords?
Yes. Calls can be tagged automatically using keyword detection or manually using custom categories, making it easy to find what matters.
What’s the difference between live monitoring and post-call review?
Live monitoring allows supervisors to listen in during active calls. Post-call reviews enable playback, scoring, transcription, and data analysis once calls are completed.
How long can we store call recordings?
Retention is fully configurable. Whether you need 30 days or 7 years, we set policies based on your regulatory and operational requirements.
Can we receive alerts based on call content or behaviour?
Yes. You can set thresholds for sentiment, keywords, silence, or interruptions to trigger real-time or scheduled alerts for quality or risk teams.
Does this work across multiple sites or remote teams?
Yes. Our cloud and hybrid solutions scale easily across teams, departments, and locations with centralised access and policy control.
Is this only for voice calls?
No. Many platforms support video, screen capture, and chat logging too, giving you full context around multi-channel interactions.
How is reporting handled?
You’ll get real-time dashboards, scheduled reports, and custom export tools to track trends, performance metrics, and compliance call recording data.
Speak to an expert
Not sure where to start? Have a question we haven’t answered?
Our Customer Experience specialists are here to help.
Talk to us today and find out how we can take your customer interactions to the next level, surprising and delighting your growing customer base.
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Connect with Digital Space today
Explore how we can transform your business. Our tailored solutions have consistently delivered measurable results, helping customers overcome their challenges.