Call Recording Intelligence

Regulated businesses don't get to choose

Financial advisers face MiFID II — seven years of encrypted call records, with a full audit trail, ready for the regulator on any day. Call centres handling card payments face PCI DSS — payment data must stay off the recording, automatically, every time. 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.

MiFID II and PCI DSS

Seven-year encrypted retention and automatic card payment protection

Financial advisers, brokers, and wealth managers are covered for MiFID II from the moment recording is activated — seven years of encrypted retention, a full audit trail, and no separate archiving system required. For businesses handling card payments, Call Recording Intelligence pauses the recording automatically when a caller enters payment digits via DTMF, then resumes once the transaction is complete. The agent does nothing differently. Payment data never enters the recording. PCI DSS is handled by the platform, not by procedure.

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. Supervisors score calls against custom quality criteria, flag specific recordings for compliance review, and assign coaching actions directly inside the platform — no separate tool, no manual workflow, no exporting files. 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.

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.

7-year MiFID II retention

Recordings stored for a minimum of 7 years, with configurable retention periods per deployment. Financial advisers and brokers are compliant without managing a separate archiving system.

PCI DSS pause/resume

Recording pauses automatically when a caller enters card payment digits via DTMF, then resumes once the transaction is complete. Card data never enters the recording — no agent action required.

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.

Call scoring and flagging

Supervisors score calls against custom quality criteria, flag specific calls for compliance review, and assign coaching actions directly in the platform. Recordings become a coaching tool, not just a storage obligation.

AES-256 encryption and audit trail.

Every recording is encrypted at rest and in transit — 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

Sensitive segments of recordings can be masked or redacted — protecting personal data, legal privilege, or commercially sensitive content while retaining the rest for coaching and compliance use.

Recordings flagged for removal follow a controlled deletion workflow — authorised by the right person, logged in the audit trail, and irreversible only when confirmed. Every removal is traceable and defensible in an audit.

Administrators assign playback, scoring, flagging, and export permissions by role. Agents, supervisors, compliance managers, and IT admins each see only what they need to — every access is logged automatically.

Recordings are searchable by date, user, direction, duration, and flag status. Authorised users play back directly in the platform without downloading files. Compliance teams locate specific recordings in seconds, without raising an IT ticket.

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.

All recordings and metadata are stored within the European Economic Area — no transatlantic data transfers. GDPR and EU Data Act compliance is maintained by default, with no additional configuration required.

Activation and administration

Activated via SMP

No hardware, no on-site visits, no customer IT involvement required. Call Recording Intelligence is activated from the Service Management Portal by the SP or reseller admin — 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 — automated XLSX/CSV export, 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 — 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. The single-tier model means there is no entry-level version: every customer gets the full feature set.

Retention periods are configurable per deployment. MiFID II requires a minimum of 7 years. General business recording can use a standard shorter retention period. Custom retention beyond 7 years is also supported. The right configuration depends on the customer's regulatory environment and business requirements — confirm with your Dstny account manager.

Yes. All recordings and associated metadata are stored within the European Economic Area — no transatlantic data transfers. Dstny's infrastructure is EU-hosted. GDPR and EU Data Act compliance is maintained by default, without additional configuration or data processing agreements for EEA storage.

Authorised users log in and search or play back recordings directly in the platform — 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 — no hardware, no on-site visit, no customer IT involvement required. Per-seat billing flows into the SP's billing system via API, with automated XLSX/CSV export. There is no manual reconciliation. Seats scale up and down as recording rules change.

A Dstny Intelligence add-on

Regulated businesses don't get to choose

MiFID II and PCI DSS

Recordings that work for you, not against you

What's included