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8x8 Call Recordings

Capture cloud-based call recordings using a secure and compliant platform.
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Secure Cloud-Based Call Recordings

8×8 Call Recordings offer a simple and flexible way to record all your calls via a Virtual Office Online dashboard.

 

Users can use different call recording features including extension-level call recording service, recording for incoming and outgoing calls, on-demand recording and review, download or delete call recordings.

Save Call Recordings

You can save phone call recordings securely to your desktop, to a Dropbox or in 8x8’s cloud.

Monitor Performance

Supervisor and other authorised users can record calls for compliance, customer service, training and audit purposes.

Live Call Statistics

8x8 Call Recordings provides comprehensive live call statistics in addition to call recordings to monitor call handling productivity, call patterns and caller behaviour.

GDPR Compliant

8x8 Call Recordings includes data security and compliance options to meet GDPR requirements keeping your customer data secure.

X1 X2 X3 X4
UC and CC Calling Zone Unlimited UK Unlimited Calling within 14 Countries Unlimited Calling within 32 Countries Unlimited Calling within 47 Countries
Auto Attendant
Phone Number and Extension
HD Voice, Secure Voice
Mobile and Desktop Apps
Team Messaging; Presence; Voicemail
Call Recording
Unlimited Internet Fax
Single Sign On
Audio and Video Conferencing with Meetings 5 Participants 25 Participants 50 Participants
Salesforce, Zendesk and NetSuite Integration
Operator Switchboard
Analytics and Call Quality Reporting
X1 Licence
UC and CC Calling Zone: Unlimited UK
Auto Attendant:
Phone Number and Extension:
HD Voice, Secure Voice:
Mobile and Desktop Apps:
Team Messaging; Presence; Voicemail:
Call Recording:
Single Sign On:
X2 Licence
UC and CC Calling Zone: Unlimited Calling within 14 Countries
Auto Attendant:
Phone Number and Extension:
HD Voice, Secure Voice:
Mobile and Desktop Apps:
Team Messaging; Presence; Voicemail:
Call Recording:
Unlimited Internet Fax:
Single Sign On:
Audio and Video Conferencing with Meetings: 5 Participants
Salesforce, Zendesk and NetSuits Integration:
X3 Licence
UC and CC Calling Zone: Unlimited Calling within 32 Countries
Auto Attendant:
Phone Number and Extension:
HD Voice, Secure Voice:
Mobile and Desktop Apps:
Team Messaging; Presence; Voicemail:
Call Recording:
Unlimited Internet Fax:
Single Sign On:
Audio and Video Conferencing with Meetings: 25 Participants
Salesforce, Zendesk and NetSuits Integration:
Operator Switchboard:
X4 Licence
UC and CC Calling Zone: Unlimited Calling within 47 Countries
Auto Attendant:
Phone Number and Extension:
HD Voice, Secure Voice:
Mobile and Desktop Apps:
Team Messaging; Presence; Voicemail:
Call Recording:
Unlimited Internet Fax:
Single Sign On:
Audio and Video Conferencing with Meetings: 50 Participants
Salesforce, Zendesk and NetSuits Integration:
Operator Switchboard:
Analytics and Call Quality Monitoring:
How can we help you?

Below you will find the answers to the questions we get asked most frequently about. If you can’t find the answer you are looking for please contact us.

Questions about 8×8 Call Recordings

How is call recording charged for?

The recording of calls is included with all X series licenses, whilst the storage of call recordings can be chargeable depending on license type and duration of storage.

What format are call recordings made in?

Audio is recorded in stereo, with separate streams for agent and customer, making it easy to understand agent demeanour and quality as well as customer sentiment.

What regulatory objectives will it recording assist us achieving?

Support PCI, HIPAA, GDPR and other compliance initiatives while recording up to 100% of interactions.

What recording options are available on 8x8?

Automatic or on-demand pause/resume functionality allows specific portions of interactions, both screen and audio, to be redacted during and after the conversation.

What can be expected from 8x8 Call Recording?

8x8 Recording is an easy-to-use, full-featured interaction recording solution with a simplified interface and search capabilities. It provides encryption for audio and screen recordings.

Why should my business record calls?

Usually calls are recorded for a specific need. Typical reasons are legal compliance, coaching and training, quality control, fact verification and risk mitigation.

What do I do if my calls have been recorded unlawfully?

Under RIPA it is a tort to record or monitor a communication unlawfully. This means that if you think you have suffered from unlawful interception of your phone calls or e-mails you have the right to seek redress by taking civil action against the offender in the courts.

What different pieces of UK law need to be considered when recording calls?

The interception, recording and monitoring of telephone calls is governed by a number of different pieces of UK legislation. The requirements of all relevant legislation must be complied with. The main ones are:

  • Regulation of Investigatory Powers Act 2000 (``RIPA``)
  • Telecommunications (Lawful Business Practice)(Interception of Communications) Regulations 2000 (``LBP Regulations``).
  • Data Protection Act 1998.
  • Telecommunications (Data Protection and Privacy) Regulations 1999.
  • Human Rights Act 1998.

Do I have to let people know calls are recorded?

No. So long as the reason for the call recording is for regulatory reasons, to provide evidence of a business transaction, to ensure quality standards are maintained, to prevent crime, ensure correct usage of a telephone system.

Do businesses have to tell me if they are going to record or monitor my phone calls or emails?

No. as long as the recording or monitoring is done for one of the previously mentioned purposes the only obligation on businesses is to inform their own employees. If businesses want to record for any other purpose, such as market research, they will have to obtain your consent.

Can a business record or monitor my phone calls or email correspondence with them?

Yes they can, but only in a limited set of circumstances relevant for that business which have been defined by the LBP Regulations. The main ones are:

  • to provide evidence of a business transaction. to ensure that a business complies with regulatory procedures. to see that quality standards or targets are being met in the interests of national security. to prevent or detect crime to investigate the unauthorised use of a telecom system. to secure the effective operation of the telecom system.
In addition, businesses can monitor, but not record, phone calls or e-mails that have been received to see whether they are relevant to the business (ie open an employee's voicemail or mailbox systems while they are away to see if there are any business communications stored there). However any interception of employees' communications must be proportionate and in accordance with Data Protection principles. The Information Commissioner has published a Data Protection Code on ``Monitoring at Work``. The Code is designed to help employers comply with the legal requirements of Data Protection Act 1988. Any enforcement action would be based on a failure to meet the requirements of the act - however relevant parts of the Code are likely to be cited in connection with any enforcement action relating to the processing of personal information in the employment context. Accordingly this Code of Practice and the Data Protection Act must also be considered by any business before it intercepts employees' communications.

Can’t find what you’re looking for?

Supporting your business growth

8×8 Call Recordings offer a simple and flexible way to record and analyse all your calls.

Pricing options for Call Recordings and related products

30 Days Storage

Inclusive

Unlimited in-app recordings and reviewers and stored for 30 days

Encrypted at rest

Customer accessible API interaction/recording metadata kept for the life of the recording

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130 Days Storage

Inclusive X3-X8

Unlimited in-app recordings and reviewers and stored for 130 days

Encrypted at rest

Customer accessible API interaction/recording metadata kept for the life of the recording

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Up to 10 Years

POA per user

Encrypted at rest and in transit bulk download and delete

Customer accessible API interaction/recording metadata kept for the life of the recording

Achieve regulatory compliance with 10 year cold storage

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We have always found that UK IT Networks will go the extra mile to resolve issues and combining our IT services under one umbrella makes our communication more efficient.

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“First class from start to finish, I explained my requirements and was given a choice of speeds and services, along with the prices of each. All came through to sign off and installation dates were provided.”

“We recently moved our NGN Platform into the control of UK IT Networks, this has been a great move for our company. Not only has this saved us money on our existing setup but will continue to save us money as we move forward with them.”

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“Partnering with UK IT Networks has meant that communications between our sites are now seamless and most importantly, their expert account management team are on hand anytime we need them to help us make the most out of the hosted phone system they have supplied us with.”

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