Definition
Call recording is a feature that automatically captures the full audio of outbound and inbound sales calls. Recordings are stored alongside the contact record in the CRM and can be replayed, shared, and analyzed. Modern call recording systems also include transcription and AI-powered conversation intelligence that extracts insights automatically.
How It Works
When a call is placed through the dialer, the recording system captures both sides of the conversation in real time. The audio file is automatically attached to the contact and deal record in the CRM.
Advanced systems like Switchboard also transcribe the call and apply AI analysis to extract key topics, objections, competitor mentions, and sentiment. Managers can search across all recordings by keyword, making it easy to find examples for coaching or to verify compliance requirements..