Good call recording software is not an archive nobody opens. Recordings are how you find out what was really said when a customer complains, how a new agent handles calls, and why a deal did not close. In many companies, though, recordings sit on a PBX box in a locked room or in folders named after phone numbers, and finding one call takes half an hour.
In Klamna, recording is part of the cloud call center itself, not a separate product. The call is recorded, it appears on the customer record, and supervisors can listen to it or score it in the same place.
How call recording works in Klamna
Turn recording on for the queues or extensions you need: sales, customer service, or the whole company. From then on, every inbound and outbound call there is recorded in the cloud, with no hardware in the office and no local storage to manage.
Agents working from home or another branch are recorded the same way, whether they answer from the browser, the mobile app, the desktop app or a desk phone. If you also use the cloud PBX for internal extensions, you decide whether internal calls are recorded.
Find any recording in seconds
- From the customer record: every call is matched to the customer by phone number in the CRM, next to WhatsApp chats, tickets and notes. Open the record and play the recording right there.
- From the call report: filter by date, agent, queue or direction and play the recording directly.
When a customer says "I called last week and was told something else", the agent opens the record and listens instead of arguing.
Listen, whisper and barge on live calls
Recordings show what happened; sometimes you need to step in during the call. Supervisors have three options on any live call:
- Listen: hear the call without the agent or customer knowing. Useful for coaching new agents.
- Whisper: talk to the agent while the customer hears nothing.
- Barge: join the call and speak to both sides when a senior person is needed.
With the live wallboard, supervisors see who is on a call and who is waiting, so they know where to step in.
Score call quality from recordings
The real value of recorded calls is in evaluation. In the quality module you build a scorecard with the points that matter to you: did the agent greet the customer, verify details, offer the right solution, and close with a clear next step? The evaluator listens and fills the card, the agent acknowledges or disputes, and reports show each agent's level over time. Wrap-up codes and the post-call satisfaction survey add the customer's side.
AI transcription and analysis (optional)
If you have more calls than time to listen, add the AI add-on. It is optional and runs on your own OpenAI account, so you control the cost. It gives you:
- a transcript you can read instead of listening;
- a short summary, the customer's sentiment and the agent's attitude;
- Quality AI that fills the scorecard with quotes from the call as evidence, flags critical failures and suggests coaching notes.
The final decision stays with the supervisor; AI saves listening time, it does not judge for you.
Backups and archiving to your own storage
Recording backup sends files automatically to SFTP (password or key), Amazon S3 or S3-compatible storage, or Google Drive. Choose hourly, daily or weekly, filter by queue, extension or direction, and get dated folders with a daily CSV index. Failed uploads are retried, and older recordings can be backfilled.
Telling callers the call is recorded
Informing callers and getting their consent is the company's own responsibility; check the details with your legal adviser. In practice, the easiest way is a short message at the start of your IVR, for example: "Welcome to {company name}. This call may be recorded to improve our service." For outbound calls, have agents say a similar line at the start.
Getting started
- Sign up and pick your business; the template prepares a queue and IVR.
- Connect your existing lines from your telecom provider over a SIP trunk, or ask our sales team about the numbers available.
- Turn on recording and add the announcement to the IVR.
- Create one simple scorecard and review a few calls each week.
- Enable backups if you need your own copy.
Want to see recording and monitoring on your own calls? Build your package on the pricing page and start a free trial, or talk to our team for a live demo.
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