When Avaya Voice Recording is enabled on Avaya Experience Platform™ Public Cloud, voice interactions between agents and customers are automatically recorded in real time and then archived for 90 days. After 90 days, the recording files are deleted from the cloud storage.

With the Avaya Voice Recording feature, users with the Supervisor role in Avaya Workspaces can access voice recordings of the interactions between agents and customers. Supervisors can easily search for a voice interaction on the Customer journey Interaction History widget in Avaya Workspaces and then replay the voice recording. Supervisors can use voice recordings to analyze and assess the quality of interactions and enhance customer experience.

Users with the Agent role can manually pause and resume the call recording of an active voice interaction at any time during the call to omit recording sensitive information, such as credit card information.

Since Avaya Voice Recording is an integral part of Avaya Experience Platform™ Public Cloud developed in-house, it offers the same performance, resiliency, and reliability leveraging the underlying cloud technologies.

Avaya Experience Platform™ Public Cloud currently supports the Avaya Voice Recording capability in contact centers with fewer than 200 agents.