Call Recording and Analytics
Automatic call recording, storage, and retrieval. Call reports showing duration, volume, missed calls, and peak hours. Useful for compliance, quality assurance, and staff performance.
Key highlights
- Automatic call recording and encrypted storage
- Call retrieval by date, caller, or extension
- Analytics: call volume, duration, missed calls
- Quality assurance and training playback
Recorded calls are business records. Treat them seriously.
Call recording serves multiple purposes: compliance with regulations that require recording, quality assurance training for customer-facing teams, dispute resolution when a customer disputes what was said, and performance measurement. however, recorded calls are sensitive data containing confidential business information and private customer details. they must be stored securely, accessed by only authorised people, and retained only as long as required.
Sentire's call recording service automates recording, stores calls securely, provides tools to retrieve and listen to specific calls, and delivers analytics that show call volume, patterns, and quality indicators. all with compliance safeguards built in.
Recording in Kenya requires care
Kenya's legal and regulatory environment around call recording is evolving. recording your own calls (with your staff's knowledge) is generally fine. recording calls with external parties requires their consent or a specific business reason (e.g., customer service quality assurance). Sentire ensures your recording setup respects these requirements and documents the reason for recording so you have a clear audit trail.
Automatic recording
recordings happen automatically when calls are connected. you define which calls to record: all calls, only inbound, only outbound, or specific extensions. recordings are stored immediately to secure cloud storage. you don't have to think about recording. it just happens.
recordings are encrypted both in storage and in transit. only users with appropriate permissions can access them. access is logged so you can audit who listened to which calls and when.
Call retrieval and playback
stored recordings are searchable by multiple criteria: date range, caller number or name, extension, direction (inbound or outbound). if a customer claims they didn't receive a message, you can quickly find the call they're referencing and review it. if a team member says a difficult conversation went a certain way, the recording provides truth. this is valuable for dispute resolution and avoiding misunderstandings.
recordings are accessible from the 3CX web interface or through a mobile app. staff with appropriate permissions can listen to calls from any location.
Call analytics and insights
beyond individual call recording, analytics show you patterns and trends. how many calls did your office receive yesterday? what time of day is busiest? how many calls went to voicemail? which extension has the highest call volume? which calls were longest?
these metrics are useful for several purposes:
Staffing decisions
if calls peak between 10 and 11 AM, you know you need reception or support staff available at that time. analytics help you schedule people where they're most needed.
Quality assurance
if a customer-facing team has a high missed call rate, that's a signal to investigate. are calls being routed correctly? are staff overwhelmed? recording those calls and analysing them helps you improve service.
Performance management
if certain staff members consistently have longer calls or more missed calls, that's information for coaching and improvement plans.
Compliance and audit
if you're subject to regulations requiring call recording and archival, analytics prove you're complying. recording stats for 12 months become evidence that your recording programme is working.
Retention and compliance
you define how long recordings are kept. typically 30 days, 90 days, or 12 months depending on your business needs and regulatory requirements. once the retention period expires, recordings are automatically deleted. this ensures you're not hoarding sensitive data indefinitely and helps you stay compliant with data protection regulations.
Privacy and consent
recording calls is a sensitive topic. staff need to know they're recorded (this is usually disclosed in company policy). customers need to understand that calls may be recorded (this is usually announced by IVR: "for quality assurance, this call may be recorded"). Sentire ensures your recording setup complies with applicable law and that you have clear policies in place.
Recordings are powerful. Use them wisely.
Call recordings and analytics are valuable for quality assurance, training, and performance management. they're also sensitive data that requires careful handling. Sentire sets up recording with compliance and security in mind. your recordings are encrypted, access is controlled, and they're retained only as long as you need them. that's how professional businesses handle call recording.
Also in Hosted PBX
3CX Cloud PBX
3CX hosted in the cloud. No on-premise hardware. Extensions, hunt groups, IVR, voicemail, call queues. Managed and supported by Sentire's certified 3CX engineers.
Microsoft Teams Voice
Direct Routing for Microsoft Teams. Make and receive external calls through Teams. Integrates with existing Microsoft 365 subscriptions. No separate desk phone required.
3CX AI Receptionist & Transcription
3CX's built-in AI answers calls 24/7, routes callers, handles FAQs, and transcribes every conversation automatically, so no call goes unanswered and every interaction is searchable.
3CX CRM Integration
3CX connects to Salesforce, HubSpot, Zoho, Microsoft Dynamics, and other CRMs, logging calls automatically, showing caller records on screen, and enabling click-to-dial from your CRM.
3CX Omnichannel, WhatsApp, Facebook & Live Chat
3CX routes WhatsApp Business, Facebook Messenger, and website live chat into the same agent interface as phone calls, one queue, one team, every channel.
Get it done right
Let Sentire handle your Call Recording and Analytics.
Our engineers are based in Nairobi and support businesses across Kenya. No lengthy contracts. Just reliable, expert IT delivered as a service.