AudioCodes Interaction Insights

AudioCodes Interaction Insights is a cloud service for compliance recording and AI analytics in Microsoft Teams and other unified communications environments. Depending on the environment and configured capabilities, it can capture voice, video, screen sharing, and instant messages. Its analytics can transcribe interactions and identify potential compliance risks, sentiment, service-quality trends, and notable conversation moments. The maker describes uses including compliance recording, quality assurance, fraud prevention, and recordings for training, dispute resolution, or documentation. The product is Microsoft Teams certified and supports SIPREC recording for Zoom and other on-premises or cloud UC environments; Cisco Webex certification is marked as coming soon. Recordings can be managed through a web portal or an embedded Teams app. Listed security features include Azure SSO, role-based access, encryption at rest and in transit, and user activity logs. Customers can set retention policies and use their own storage. Essential Recording includes up to 24 months of retention, while unlimited retention is available at additional cost. Pricing is not published, but AudioCodes offers a free 30-day proof-of-concept trial. The product is listed for Android, iOS, web, and API.

Interaction Insights combines configurable recording with analytics for organizations using unified communications environments. Buyers should confirm which capture capabilities apply to their environment and configured setup, and request pricing from AudioCodes.

It suits organizations using Teams or other unified communications services that need recording, transcription, or compliance-focused analytics. The maker also describes uses in quality assurance, fraud prevention, training, and dispute resolution.

AudioCodes Interaction Insights is a cloud service for recording and analyzing interactions in Microsoft Teams and other unified communications systems. It is best suited to organizations with compliance or quality teams that need centrally managed recordings and AI-assisted review. Its core appeal is the breadth of its capture and retention options; the main trade-offs are custom pricing and capabilities that vary by environment.

Overview

Interaction Insights can capture voice, video, screen sharing and instant messages, depending on the communications environment and configured capabilities. AI analytics can transcribe recordings and identify potential compliance risks, sentiment, service-quality trends and key conversation moments. These tools give reviewers ways to prioritize material, but they do not remove the need to confirm that a particular deployment captures what an organization’s obligations require.

Teams can manage recordings through a web portal or an embedded Teams app. AudioCodes says specialized training is not required, which may ease adoption for existing reviewers. It is Microsoft Teams certified and supports SIPREC recording for Zoom and other on-premises or cloud unified communications environments; Cisco Webex certification is marked as coming soon.

Key features

• Recording and review: Both plans include voice recording, while broader capture options depend on the environment and setup. The product supports searchable archives, consent controls, transcription and AI call summaries, giving compliance and quality teams several ways to review interactions.
• Analytics: Transcription and detection of potential risks, sentiment, service-quality trends and key moments can help focus review work. These are analytical signals, not a substitute for an organization’s own compliance decisions.
• Retention and storage: Essential Recording provides up to 24 months of retention. Customers can configure retention policies and use Bring Your Own Storage; unlimited retention is available at additional cost.
• Security and compliance: AudioCodes lists Azure SSO, role-based access controls, activity event logs and AES 256-bit encryption at rest, with SSL/TLS 256-bit encryption in transit. It states that the service is certified to ISO 27001, ISO 27032 and SOC 2 Type II, and lists GDPR, CPRA and CCPA standards. The maker says its recording features help address requirements including MiFID II, GDPR, PCI DSS, HIPAA and E-Discovery; buyers should assess their own obligations and configuration.
• Use cases: The maker positions the system for compliance recording, quality assurance and fraud prevention, as well as on-demand recording for training, dispute resolution or documentation.

Pricing

AudioCodes offers custom pricing and a free 30-day proof-of-concept trial. The trial provides a way to assess fit before a purchase, but the page does not state a price or trial terms beyond its length. Buyers need to contact AudioCodes with their requirements for a quote.

• Essential Recording: Custom pricing for voice recording hosted in AudioCodes’ secure cloud, with retention up to 24 months. Additional recording add-ons cost extra. This is the lower-retention option for teams that do not need unlimited storage.
• Compliance Recording: Custom pricing for hosted voice recording with unlimited retention, double recording for high availability, geo-redundancy and disaster recovery. It is the stronger fit for organizations that need those resilience and retention provisions, but add-ons still cost extra.

Neither plan has a published price, so the cost difference between them and any add-ons needs to be established in a quote. There is no free plan.

Platforms

Interaction Insights is listed for Android, iOS, web and API. It is a cloud-based service, with recordings managed in a browser portal or the embedded Teams app. Supported recording options depend on the unified communications environment and configuration.

Who it's for

This is a considered choice for organizations using Teams or another supported unified communications environment that need compliance-focused recording, structured review and configurable retention. Teams seeking analytics to help triage interactions may also benefit. It is less suitable for buyers who need transparent, self-serve pricing or guaranteed identical capture capabilities across environments; confirm supported media and setup requirements before committing.

Pros and cons

• Pros: Multiple media types can be captured where supported, alongside transcription, summaries, searchable archives and consent controls.
• Pros: Compliance Recording adds unlimited retention, double recording, geo-redundancy and disaster recovery for organizations prioritizing continuity.
• Pros: Teams certification and SIPREC support cover Microsoft Teams, Zoom and other UC deployments.
• Cons: Pricing is custom, and extra recording add-ons cost more, making budget comparisons dependent on a sales quote.
• Cons: Capture availability varies by environment and configuration, so buyers must validate their particular deployment.
• Cons: Unlimited retention is confined to the higher-tier plan or available at additional cost, rather than included in Essential Recording.

Alternatives

For a broader comparison, see Call Recording Software.

• Smarsh Call Recording and Analytics is another paid recording and analytics option for Android and iOS; its plan is quote-based and invites buyers to schedule a demo.
• Luware Nimbus may suit buyers comparing a routing product: its Advanced Routing plan is $85 a month, billed per service for 25 services or more. Choose it when that routing offering and stated service threshold fit better than Interaction Insights’ recording focus.
• Recordia is a paid API-platform alternative for readers comparing recording software integrations.
• Soteria Teams Compliance is a paid web-based alternative for readers comparing Teams compliance products.
• Voxida Voice Recording Software Suite offers plans described with unlimited client licenses and no ongoing licensing fees, which may appeal to buyers weighing license terms; prices are custom.
• CallCabinet is a paid self-hosted and web option with recording and conversation analytics plans for buyers comparing deployment choices.
• Dubber offers a Microsoft Teams subscription with voice, video and chat recording and unlimited, scalable secure storage; trial plans are available on request.
• Eckoh Secure Call Recording is a paid self-hosted and web option for buyers comparing secure call-recording products; its product page directs buyers to request a demo.

Verdict

Choose AudioCodes Interaction Insights if your organization needs configurable compliance recording and AI-assisted review across Teams or another supported unified communications environment, especially when extended retention and recording resilience matter. Its combination of capture, archive and analytics is compelling, but custom pricing and environment-dependent capabilities make it a weaker fit for buyers who need a predictable price or uniform recording coverage without deployment-specific checks.