Recording & Quality Control

Overview

100% Capture. Zero Gaps.

Altitude Recording & QC captures every voice call, chat, email, and screen interaction — automatically and securely. Supervisors evaluate interactions, score agents, and trigger targeted coaching workflows from a single interface.

100% voice, screen, and digital interaction recording
AI-assisted quality scoring and automated evaluation
Customisable QA scorecards per team, campaign, or channel
Targeted coaching workflows triggered by low scores
PCI DSS-compliant pause/resume for payment calls
Secure encrypted storage with role-based access control

Features

Quality at Every Interaction

From 100% recording to AI-powered coaching — everything you need to maintain excellence across your contact centre.

100% Call Recording

Every voice call recorded automatically — no sampling, no gaps. Encrypted and stored for compliance and training.

Screen Recording

Capture agent screen activity alongside voice — see exactly what agents do during every interaction.

AI Quality Scoring

AI automatically scores interactions against your QA criteria — flagging issues and surfacing coaching opportunities.

Custom Scorecards

Build QA scorecards tailored to each team, campaign, or channel — weighted scoring for what matters most to you.

Coaching Workflows

Low scores automatically trigger coaching tasks — supervisors review recordings and deliver feedback in the platform.

PCI DSS Compliance

Automatic pause/resume recording during payment capture — full PCI DSS compliance without manual intervention.

Quality Analytics

Team and individual QA trends, score distributions, calibration reports, and improvement tracking over time.

Speech Analytics

Automatically transcribe and analyse recordings for keywords, sentiment, compliance triggers, and agent behaviours.

Secure Storage

Role-based access to recordings — agents see only their own, supervisors their team, QA team everything.

How It Works

Capture, Evaluate, Improve.

Altitude Recording & QC creates a continuous improvement loop — every interaction is captured, the AI identifies coaching opportunities, supervisors act on them, and agent performance improves measurably over time.

Every call, chat, and screen automatically recorded
AI scores interactions against your QA framework
Low scores trigger coaching tasks for supervisors
Supervisor reviews recording and delivers structured feedback
Agent performance tracked over time with trend reporting

Capture Layer

100% of voice, screen, chat, and email interactions recorded automatically — no agent action required.

AI Evaluation

AI scores every interaction against your scorecard criteria and flags outliers for supervisor review.

Coaching & Improvement

Supervisors review flagged interactions, deliver coaching, and track improvement over time in the QA dashboard.