Regulated businesses don't get to choose

MiFID II and PCI DSS

Financial advisers face MiFID II: retention built to meet it, with no separate archiving system to manage. Call centres handling card payments face PCI DSS: the recording pauses automatically when a caller enters payment digits via DTMF, then resumes once the transaction is complete, so payment data never enters the recording. Contact centres need records for dispute resolution, quality assurance, and staff coaching.

For service providers, this is a recurring revenue opportunity with natural stickiness. Customers under compliance obligation do not cancel. Call Recording Intelligence gives your regulated customers the coverage they need and gives you a per-seat add-on that compounds with your base.

Recordings that work for you, not against you

Score calls, flag for review, coach teams — without leaving the platform

Call Recording Intelligence turns recordings into operational assets. Every tier lets supervisors rate calls with a single score, flag recordings for compliance review, and log outcomes directly inside the platform. No separate tool, no manual workflow, and no exporting files. From Plus upward, that scoring grows into structured scorecards built against custom quality criteria, turning ad-hoc spot-checks into a repeatable coaching framework. Recording is also selective: record all users, specific roles, named individuals, or hunt groups, each with its own recording rule and retention period. Regulated users get what they need. Everyone else is not recorded unnecessarily.

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One recording, one vendor, real intelligence

Transcription, sentiment, and AI evaluation, built in, not bolted on

Most resellers already sell recording from one vendor and transcription from another. Call Recording Intelligence replaces both, layering call analytics and AI on top of the same recording, from Auto QA scoring calls automatically at Advanced through to CIQpilot answering plain-language questions at Ultimate.

For service providers, this is a third-party contract you can absorb. A customer already paying someone else for transcription has already proven the willingness to spend. Call Recording Intelligence brings that spend back under one vendor, with more capability than a bolted on tool ever offered.

Recording capabilities

Any call, any device

Fixed line, mobile, MS Teams, softphone, and deskphone: every call that goes through Dstny Voice can be recorded, inbound and outbound. No gaps in coverage.

Retention, your way

Every recording includes 30 days retention as standard. Extended retention, up to 10 years, is available through a Sovereign or Standard Compliance add-on, with MiFID II-compliant retention options.

Selective recording

Record all users, specific roles, named individuals, or hunt groups, each with its own recording rule and retention period. Customers only pay for the seats that need to be recorded.

AES-256 encryption and audit trail

Every recording is encrypted using AES-256 and tamper-proofed with PGP. Encryption cannot be disabled. A full audit trail logs every access, playback, and action on every recording, ready for any compliance audit.

Compliance and admin tools

Payment card data is automatically redacted from the recording before storage, available from Plus tier upward. This removes a common point of agent error, since there's no manual pause and resume to manage. Card details never enter the stored recording, while the rest of the call remains available for coaching and compliance use.

Individual recordings or batches can be exported for legal disclosure, litigation hold, or external audit. All export actions are logged in the audit trail. Legal teams can respond to disclosure requests without relying on IT.

Where recordings are stored depends on the retention option selected. Sovereign Compliance retention keeps recordings exclusively within data centre facilities located in the European Economic Area (EEA), with GDPR compliance maintained by default. Standard Compliance retention stores recordings in data centre facilities located outside the EEA. Talk to your Dstny account manager about which option fits your customer's residency requirements.

Call analytics and AI capabilities

Transcription & Sentiment

Every call is automatically transcribed, scored for sentiment, and flagged against predefined topics like escalations and complaints, from Plus tier upward.

Custom Topic Matching

From Advanced tier upward, topic matching moves beyond predefined categories to fully custom keyword and phrase matching for each customer's business.

Alerts & Trends

Real-time alerts fire the moment a call needs attention. Performance trends track scores and outcomes across teams, from Advanced tier upward.

Auto QA & CIQpilot

Auto QA evaluates calls and assigns outcomes from Advanced tier upward. CIQpilot answers plain-language questions from every call, exclusively on Ultimate.

Activation and administration

Activated via SMP

No hardware, no on-site visits, no customer IT involvement required. Once Call Recording Intelligence is set up for your business, the SP or reseller admin adds new customers directly from the Service Management Portal, live in minutes.

Selective recording rules

Per user, hunt group, or department, inbound, outbound, or both. Each rule carries its own retention period, giving customers granular control over exactly what gets recorded and for how long.

Billing API integration

Per-seat billing flows directly into the SP's billing system via API, with automated XLSX export and no manual reconciliation. Billing scales automatically as seats are added or removed.

Multi-level access control

SP, reseller, and customer-level admin managed in the SMP. Compliance roles are managed at the customer level, with no SP involvement required for day-to-day compliance administration.

Frequently Asked Questions about Call Recording Intelligence

No. Selective recording lets you record specific users, teams, or hunt groups, not everyone. Pricing is per recorded seat, so customers only pay for the users who need to be recorded. Each recording rule carries its own retention period, giving full flexibility across different roles or departments.

Many businesses outside financial services use Call Recording Intelligence for PCI DSS compliance (card payments), contact centre quality management, dispute resolution, and staff coaching. Any business that takes calls over the phone, particularly those handling sensitive customer information or operating in regulated sectors, has a valid use case. Foundation tier covers full compliance recording as the entry point, with Plus, Advanced, and Ultimate available as call analytics and AI needs grow.

Every recording includes 30 days retention as standard. Extended retention, up to 10 years, is available through a Sovereign or Standard Compliance add-on, with options suited to MiFID II compliance and other long-term regulatory needs. General business recording can use a shorter standard period instead. The right configuration depends on the customer's regulatory environment and business requirements. Confirm with your Dstny account manager.

Sovereign Compliance retention keeps recordings exclusively within the European Economic Area (EEA), with GDPR compliance maintained by default. Standard Compliance retention stores recordings outside the EEA. Confirm with your Dstny account manager which option fits your customer's data residency requirements.

Authorised users log in and search or play back recordings directly in the platform, with no file downloads needed for standard playback. Role-based permissions determine who can access what. Export is available for legal disclosure or external audit, and all export actions are logged in the audit trail automatically.

Call Recording Intelligence is activated directly from the Service Management Portal by the SP or reseller admin, with no hardware, no on-site visit, and no customer IT involvement required. Once set up, adding a new customer takes minutes. Per-seat billing flows into the SP's billing system via API, with automated XLSX export. There is no manual reconciliation. Seats scale up and down as recording rules change.

Call Recording Intelligence

A Dstny Intelligence add-on

Regulated businesses don't get to choose

Recordings that work for you, not against you

One recording, one vendor, real intelligence

What's included