Eckoh Secure Call Recording
eckoh.com
What it is
Eckoh Secure Call Recording captures and analyzes customer calls, automatically redacting sensitive data from recordings. Supervisors can search and filter calls, while automated tags mark keywords and phrases to help locate points of interest. On-demand transcription and sentiment analysis can help teams identify customer pain points without listening to thousands of calls. The product brings insights together across hybrid workforces, contact centers, different systems, and calls handled by outsourcing partners. Named telephony connections include Genesys, Cisco, Avaya, Twilio, and Amazon Connect. It is a managed cloud solution designed primarily for cloud use, and was also made available to existing on-premise clients. Companies can set rules to exclude other data or dialogue from storage. Eckoh says its infrastructure meets PCI DSS Level 1 and SOC 2 standards. The product supports web and self-hosted platforms, and pricing is available on request. Eckoh cautions that it may not be cost-effective for contact centers with fewer than 50 agents.
Spec sheet
- What it does
- Secure Call Recording captures and analyzes contact-center conversations while automatically masking sensitive information.Read 15 Oct 2026 · eckoh.com
- Purpose
- Captures and analyzes customer conversations while automatically redacting sensitive data.Read 4 Oct 2026 · eckoh.com
- Integrations
- The product page names Genesys, Cisco, Avaya, Twilio, and Amazon Connect as telephony connections.Read 4 Oct 2026 · eckoh.com
- Security
- Eckoh says every solution runs on infrastructure that meets PCI DSS Level 1 and SOC 2 standards.Read 4 Oct 2026 · eckoh.com
- Support
- Existing customers can use Eckoh's online support portal or email [email protected]; the contact page also lists US and UK support phone numbers.Read 4 Oct 2026 · eckoh.com
- Headquarters
- LinkedIn lists Hemel Hempstead, Hertfordshire as headquarters and also shows an Omaha, Nebraska location.Read 15 Oct 2026 · linkedin.com
- AI and alerts
- The listing includes AI analytics, AI summaries, automatic call tagging and real-time alerting.Read 15 Oct 2026 · applytosupply.digitalmarketplace.service.gov.uk
- Analysis features
- The launch announcement describes AI-powered transcription, sentiment and emotion recognition as included in the solution.Read 4 Oct 2026 · eckoh.com
- Auto-tagging
- Automated tags can mark selected words or phrases and help users jump to points of interest.Read 15 Oct 2026 · eckoh.com
- Business rules
- The launch announcement says companies can build rules to eliminate other types of data or dialogue they do not want to store.Read 4 Oct 2026 · eckoh.com
- Capterra product description
- Capterra describes Eckoh as a suite covering web chat, callbacks, email, SMS, knowledge base, social media and workflow.Read 15 Oct 2026 · capterra.com
- Certifications
- The same contract documents say Eckoh is ISO 27001 and ISO 9001 certified.Read 15 Oct 2026 · assets.applytosupply.digitalmarketplace.service.gov.uk
- Cloud delivery
- Eckoh describes Secure Call Recording as a managed cloud service intended to remove the need for legacy recording equipment.Read 15 Oct 2026 · eckoh.com
- Cloud infrastructure
- The FY24 report says Eckoh’s Secure Voice Cloud runs on AWS and Azure, with most clients using AWS.Read 15 Oct 2026 · eckoh.com
- Company founding and size
- LinkedIn lists Eckoh as founded in 1997 with 201–500 employees.Read 15 Oct 2026 · linkedin.com
- Company rating on Glassdoor
- 3.8 out of 5 from 89 company reviewsRead 15 Oct 2026 · glassdoor.com
- Conversation analytics
- The brochure describes searchable keywords, sentiment heatmaps and flagged moments across recordings and transcripts.Read 15 Oct 2026 · eckoh.com
- Cross-system view
- The product can capture insights across hybrid workforces, contact centers, different systems, and calls handled by outsourcing partners.Read 4 Oct 2026 · eckoh.com
- Customer size
- Eckoh says the product may not be cost-effective for contact centers with fewer than 50 agents.Read 4 Oct 2026 · eckoh.com
- Data-center location
- Contract documents place Eckoh data-processing facilities in UK Tier 4 data centers.Read 15 Oct 2026 · assets.applytosupply.digitalmarketplace.service.gov.uk
- Deployment note
- Eckoh's 2023 launch announcement says the product was designed primarily for cloud use and was also available to existing on-premise clients.Read 4 Oct 2026 · eckoh.com
- Deployment scope
- The service is listed as a public-cloud application that can operate standalone or extend CallGuard and other Eckoh products.Read 15 Oct 2026 · applytosupply.digitalmarketplace.service.gov.uk
- Hybrid workforce view
- The product can combine insights from different systems, contact centers, hybrid teams and outsourced partners.Read 15 Oct 2026 · eckoh.com
- Intended customers
- Eckoh says it secures payments for global contact centers, enterprises, and service providers.Read 4 Oct 2026 · eckoh.com
- Legal supplier name
- The government marketplace identifies the supplier as ECKOH UK LIMITED.Read 15 Oct 2026 · applytosupply.digitalmarketplace.service.gov.uk
- Limit: filtering
- One Capterra reviewer said filtering was complicated and did not always return the desired results.Read 15 Oct 2026 · capterra.com
- Ownership
- Crunchbase lists Eckoh as acquired by Bridgepoint and publicly traded under LSE:ECK.Read 15 Oct 2026 · crunchbase.com
- Personal-data scope
- Contract terms say recordings may contain special-category data and cover recording storage, transcription, transmission and deletion.Read 15 Oct 2026 · assets.applytosupply.digitalmarketplace.service.gov.uk
- Praise: support and training
- Capterra reviewers praised hands-on transition help, full training, live-chat support and customer service.Read 15 Oct 2026 · capterra.com
- Pricing availability
- TrustRadius says Eckoh has no listed pricing plans and directs buyers to the homepage for current pricing.Read 15 Oct 2026 · trustradius.com
- Product launch news
- Eckoh’s FY24 annual report says the new Secure Call Recording product had live clients and received excellent early reception.Read 15 Oct 2026 · eckoh.com
- Quality assurance
- The government service listing says the service supports quality assurance between agents and customers and targeted transcription for training.Read 15 Oct 2026 · applytosupply.digitalmarketplace.service.gov.uk
- Rating on Capterra
- 4.0 out of 5 from 2 reviewsRead 15 Oct 2026 · capterra.com
- Rating on G2
- 0 out of 5 from 0 reviewsRead 15 Oct 2026 · g2.com
- Redaction
- Automatic redaction is designed to keep recorded calls within a PCI DSS-compliant contact-center environment.Read 15 Oct 2026 · eckoh.com
- Screen-recording add-on
- The FY24 report says screen recording was planned as an add-on to Secure Call Recording with an additional monthly per-agent fee.Read 15 Oct 2026 · eckoh.com
- Search
- Supervisors can filter recordings to locate the calls they need.Read 15 Oct 2026 · eckoh.com
- Security controls
- Listed controls include multifactor authentication for administrators, TLS 1.2, network segmentation, web-application firewalls, intrusion detection and penetration testing.Read 15 Oct 2026 · assets.applytosupply.digitalmarketplace.service.gov.uk
- Security standards
- Eckoh states that its infrastructure meets PCI DSS Level 1 and SOC 2 standards.Read 15 Oct 2026 · eckoh.com
- Sensitive-data protection
- The service identifies sensitive data in transcripts and masks it while retaining usable conversation content.Read 15 Oct 2026 · eckoh.com
- Sentiment
- On-demand transcription helps users spot customer pain points without listening to thousands of calls.Read 4 Oct 2026 · eckoh.com
- Sentiment analysis
- The product presents sentiment information to help teams identify issues and improve agent performance.Read 15 Oct 2026 · eckoh.com
- Support channels
- Phone support is available around the clock, email or ticket support is provided, and web chat is not listed.Read 15 Oct 2026 · applytosupply.digitalmarketplace.service.gov.uk
- Support response
- The listing specifies 24/7 support for critical incidents with a one-hour target, four business hours for major issues and 48 business hours for minor issues.Read 15 Oct 2026 · applytosupply.digitalmarketplace.service.gov.uk
- Tamper-proof storage
- The government listing says permanent tamper-proof storage can support dispute resolution.Read 15 Oct 2026 · applytosupply.digitalmarketplace.service.gov.uk
- Telephony integrations
- Eckoh lists connections for Genesys, Cisco, Avaya, Twilio and Amazon Connect, plus other telephony systems.Read 15 Oct 2026 · eckoh.com
- Telephony requirement
- Buyers must have a telephony platform that supplies call metadata.Read 15 Oct 2026 · applytosupply.digitalmarketplace.service.gov.uk
- Transcription
- Calls can be transcribed on demand so users can find customer pain points without listening to every recording.Read 15 Oct 2026 · eckoh.com
Plans and prices
Custom quote Priced on request Pricing supplied on request · no public tiers Read 15 Oct 2026 · trustradius.com
Secure Call Recording Priced on request Pricing not stated on the product page; request a demo Read 4 Oct 2026 · eckoh.com
Strong points and limits
Strong points
- Automatically redacts sensitive data from recordings
- Search, filters, and tags help locate calls and moments
- Transcription and sentiment analysis surface customer pain points
- Named connections include Genesys, Cisco, and Amazon Connect
Limits
- Pricing is available on request
- May not be cost-effective below 50 agents
Who it suits
It suits global contact centers, enterprises, and service providers that need to secure payments and analyze calls. Smaller contact centers may find it not cost-effective.
Verdict
Eckoh combines call capture, redaction, search, transcription, and analysis for contact-center use. Buyers should request pricing and consider the stated caveat for operations with fewer than 50 agents.
Where Specifiction places it
- Call Recording Software#6 of 258.1
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