Resolve queries with the original interaction
Find a recorded call by its details, listen to the relevant passage and use transcription to navigate the exchange when that option is included.
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Turn recorded conversations into better decisions.
Find important calls, resolve queries faster and give supervisors evidence for better coaching. CallCabinet brings recording, controlled access, transcripts and conversation insight together across supported communications platforms, delivered with Infinitel expertise.
Find the evidence. Understand the conversation.
Move from a customer’s question to the relevant call, with playback and context together in CallCabinet.
Make reviews more consistent
Use notes and quality-assurance tools to explain what went well and where an agent needs support. Build feedback around the interaction itself.
Turn a recording archive into a working resource.
Conversation analytics
Use available transcription, topic and sentiment analysis to identify interactions worth closer attention. Supervisors can investigate repeated questions or signs of customer frustration.
Quality assurance
Apply agreed evaluation criteria to recorded conversations. Make coaching specific to your service standards and use consistent examples when training new colleagues.
One joined-up archive
Connect supported platforms such as 3CX and Microsoft Teams. Give authorised reviewers one route to recording evidence across the agreed call paths.
Useful evidence, with control over who can use it.
Keep recordings available for the people who need them while protecting sensitive conversations.
| Control | What it helps your organisation do |
|---|---|
| Capture | Keep a consistent record of the designated users, call paths and communication types. |
| Retention and storage | Keep the right records for the required period, in the storage region included in your service. |
| Access and audit | Limit search, playback, export and sharing, with an audit trail of access. |
| Sensitive content | Reduce unnecessary exposure of sensitive details using the redaction options available for your integration. |
| Legal hold and exit | Preserve selected records when a matter remains open and retain a route to retrieve your data. |
Start fresh or bring an existing archive.
A new service
Introduce recording around the interactions that matter, with clear user access and a retention policy from the outset. Add the analytics and evaluation tools your supervisors will use.
An existing recording estate
Migration depends on the source system, file formats, metadata and volume. Infinitel can scope an archive transfer alongside the new capture service so the records you need remain usable.
Recording expertise, connected to your phone service.
Infinitel brings it together
Infinitel connects the agreed phone platforms, tests capture and helps authorised reviewers use playback and evaluation. Your recording service brings licences, storage, retention, analytics and managed support together. Existing-archive migration and additional integrations are assessed separately, with one-off and recurring charges identified before purchase.
Your questions, answered.
When is dedicated recording useful?
It adds controlled search, retention, access, evaluation and analytics beyond a straightforward native recording need. That can support customer resolution, quality programmes and regulated workflows.
Can we bring existing recordings?
Bring an existing recording archive into the new service where the source format and metadata allow it. Infinitel can include archive transfer in your proposal, with the scope and cost based on the platform and volume.
How does the service support compliance?
CallCabinet provides recording, access, retention, redaction and audit controls. Your organisation remains responsible for the lawful basis, notices and policy decisions; the technology does not itself guarantee compliance. Features and storage options depend on the selected package and communications integration.
See what your recorded conversations can tell you.
Explore how a recording becomes a useful answer to a customer query or a practical coaching example. Book a CallCabinet demonstration for the phone platforms your organisation uses.