Every call center produces recordings. Over a few years, that becomes thousands, then hundreds of thousands. The recordings are kept for good reasons: compliance, disputes, training, and investigations. The trouble starts when someone needs one specific call.
The problem with thousands of recordings
Most recording archives identify a call by when it happened. You can usually filter by date, time, channel, and duration. That works when you know exactly when the call took place. It works poorly when a customer disputes a transaction and all you have is a name, a phone number, or an approximate week.
So people search by hand. They narrow a date range, open a call, listen, close it, and open the next one. A request that should take a few minutes takes an afternoon, and it often lands on the same few people who know where everything is.
Searching should take minutes
When recordings are stored together with their metadata, you can search on the details that matter to you: who was on the call, which agent handled it, the number dialed, the date range, and the length of the call. Narrowing thousands of recordings to a handful becomes a single search instead of a manual hunt.
VocaLens is built for this job. It is an audio repository that holds recordings and their metadata, and it gives authorized users fast search from a standard web browser.
Replay without extra software
Finding the call is half the task. The other half is playing it. In many organizations, replay depends on a desktop client or a specific workstation, which limits who can listen and where.
With VocaLens, a user opens a web browser, finds the recording, and plays it. There is nothing to install and no client to keep updated. If a supervisor, a compliance officer, or an auditor needs to hear a call, they can do it from the machine they already use.
Keep your recordings, change where you search them
VocaLens is designed to hold audio and metadata exported from call center recorders and legacy recording platforms. You do not need to replace the system that records your calls. You export what you have retained and bring it into a repository built for search and replay.
You also keep control of where the data lives. VocaLens runs on-premise or in the cloud, in any Docker-based container environment. Audio can sit on local disk, NAS, Amazon S3, or Azure Blob Storage. Metadata can sit in PostgreSQL or Microsoft SQL Server. Your recordings stay on your storage.
Give each team the access it needs
Not everyone should hear every call. A compliance team, a quality team, and a regional division each have different needs. A good repository lets you give access to the people who need it, by team and by division, and keeps everyone else out. That reduces the burden on the few people who used to run every search, and it keeps recordings in the hands of authorized staff.
What this means for your business
- Less time lost searching through large archives
- Faster answers to disputes, audits, and requests
- Replay from any standard web browser
- Access shared with the right teams and divisions
- Recordings and metadata kept in your environment, on your storage
See it with your own recordings
VocaLens does one job well: it keeps your recordings and helps your people find and replay them when they need to. If you are managing a large archive of call recordings, request a demo and tell us about your setup. Contact us for pricing.