Fix call recording gaps with Call Intelligence | Bandwidth

Bandwidth presents its Call Intelligence offering as a carrier-layer solution for recording, transcription, AI-based sensitive-information redaction, and policy monitoring, arguing that platform-based UCaaS and CCaaS recording can omit call segments before a platform receives the call, during failovers, or when virtual agents and transfers create separate files. By capturing calls on its network from the first ring, the company says it can produce a continuous record across IVRs, routing, transfers, and agent handoffs, while reducing the need for separate recording and transcription vendors. The offering includes transcripts accessible through an app or API, redacted audio and text intended to limit exposure of personally identifiable information, and tools that flag potential policy violations and summarize calls for faster review. Bandwidth notes that customers remain responsible for obtaining legally required recording consent and meeting their own compliance obligations.

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