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Welcome to Communication Recording Agent

Note

Prior to Release 2025.08, Communication Recording Agent was called U-Capture.

Communication Recording Agent is a cloud-deployed, full enterprise recording solution that provides ‘AI-ready’ voice and screen data for automation and analytics, and helps organizations adhere to regulations and compliance, enable quality assurance and training, gather business insights, and help with dispute reconciliation and fraud prevention. Communication Recording Agent captures audio and screen data with rich metadata and uses an open API approach, giving customers control and access to their conversational data.

The Communication Recording Agent application provides a browser-based UI for instant access to captured conversations, combined with a comprehensive filtering system for finding captured conversations matching potentially complex criteria. The application also allows system administrators to view an audit log of system events and configure policies for automated system and data management.

Please note that U-Capture is now known as Communication Recording Agent. This name change reflects our continued focus on delivering real-time, AI-powered support for agents and enhancing the overall customer experience. While the name is new, the powerful capabilities you rely on remain the same—now with a clearer connection to the value they provide.

Communication Recording Agent Business Benefits
High Quality

  • With high-quality audio and rich metadata capture from calls across your enterprise, Communication Recording Agent provides the essential quality for driving an effective AI strategy.

  • Communication Recording Agent provides data that is AI-ready. High-quality data input = higher-quality output.

Data Access

  • Communication Recording Agent provides full access to and control of your conversation data, providing the ability to tap into the rich insights held within this data set.

  • Free transcriptions are available for all Uniphore-supported languages.

  • Open APIs ensure the rich and strategic data set is readily available in real-time and post-call.

  • Access to all captured data at no extra cost.

  • The Communication Recording Agent provided AI-ready data set underpins the U-Suite and Q capabilities, as well as other use cases supported by in house data scientists/developers or those delivered by other 3rd party applications e.g. fraud detection or surveillance.

Compliance

  • Communication Recording Agent provides the tools to enable compliance with granular policy-based recording and retention policies as well as other tools to support adherence to regulations such as MiFID II, Dodd Frank, PCI DSS and GDPR.

  • Captured calls provide legal evidence for what was/wasn't said.

Cloud Deployment

  • Reduces cost of ownership.

  • Improved data storage and extraction costs.

Key-Features At-A-Glance
Record Call Audio and Metadata

Capture conversation audio and call metadata for live monitor in real-time or post call playback.

Search and Replay

Extensive metadata search using advanced filtering to find specific recorded calls, audio and screen replay capabilities. Plus features to annotate, lock, export, and delete recordings.

Live Monitor

Monitor call activity for individual agents and teams, listen to, lock, and annotate calls in real-time as they happen.

Screen Recording

Record an agent's screen during customer interactions.

Recording Control Policies

Use Blocklist and Allowlist policies to provide fine-grained control of which recordings are discarded or retained.

Bulk Export

Export recordings in bulk based on specified metadata filters.

Storage Policies

Use Retention and Archive storage policies to automate your storage actions, helping you with your regulatory and data retention requirements.

Transcription Policies

Control the transcription for recorded calls (real-time and post-call).

Export on Call End or in Real-time

Export call audio, screen, and metadata automatically at the end of the call or during the call in real-time to defined endpoints.

Endpoint Configuration

Configure and manage Endpoints for your export policies.

Storage Location Configuration

Configure and manage Storage locations for your storage policies.

Audit Logs

See all the events on the system.

Access Control Policies

Define granular access privileges for your users, by matching filters to users and or groups.

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