AudioCodes Interaction Insights vs Eckoh Secure Call Recording

AudioCodes Interaction Insights is a cloud service for compliance recording and AI analytics in Microsoft Teams and other unified communications environments. Depending on the environment and configured capabilities, it can capture voice, video, screen sharing, and instant messages. Its analytics can transcribe interactions and identify potential compliance risks, sentiment, service-quality trends, and key conversation moments. The maker positions it for compliance recording, quality assurance, and fraud prevention, as well as recordings for training, dispute resolution, or documentation. The product is Microsoft Teams certified and supports SIPREC recording for Zoom and other on-premises or cloud UC environments; Cisco Webex certification is marked coming soon. Recordings can be managed in a web portal or embedded Teams app. Listed safeguards include Azure SSO, role-based access, encryption at rest and in transit, and activity logs. Customers can configure retention and use their own storage. Essential Recording includes up to 24 months of retention; unlimited retention is available at additional cost. Prices are not published; a free 30-day proof-of-concept trial is available.

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.