Encrypted recording, retention policies that match your legal obligations, searchable archives, tamper-evident storage, and legal-hold workflows. Not just saving MP3s, actually defensible under PIPEDA, provincial privacy law, and sector-specific rules.
Every modern PBX can record calls. Most do a thin version of it by default: save an MP3 to a shared folder somewhere, name it after the extension, hope the disk does not fill up. For a casual sales team, that might be fine. For a bank, a healthcare provider, a law firm, a government contractor, or anyone else whose recordings might end up in front of a regulator or a judge, it is a liability waiting to be discovered.
Defensible call recording is a different thing. It is encrypted at rest with keys you control. It applies retention policies automatically based on the call's context (which department, which campaign, which caller type), so legal-hold recordings do not get deleted after 90 days because a cron job did not know they were special. It is searchable across the content, not just the metadata, so when counsel asks for "every call where we discussed the Marchand file," you can actually find them. And it keeps an immutable, cryptographically signed access log, so when the question is "who listened to this recording and when," the answer is in writing.
We build recording infrastructure for the use cases where mistakes get expensive. PIPEDA by default, provincial privacy law layered on top, sector-specific rules (OSFI, FINTRAC, PHIPA, CASL) handled as part of the engagement, not sold as upgrades.
Every feature below is implemented, documented, and verifiable during delivery. Nothing left as "configurable later" or hidden behind an upgrade tier.
The recording itself, taken at the right point in the call path, encrypted immediately, and stored with keys you control.
Retention policies that run themselves, full-text search across transcripts, and the retrieval workflows your auditors expect.
Legal-hold workflows, tamper-evident storage, role-based access, and the signed audit log that answers "who touched this and when."
Not every business needs audit-grade recording. These are the situations where generic MP3-to-disk recording is a liability.
OSFI, IIROC, MFDA, or provincial securities regulators expect that advice-giving conversations are recorded and retained for defined periods, retrievable on demand, and verifiably untampered. Standard PBX recording does not clear that bar. We build to it as a baseline.
PHIPA (Ontario), equivalent provincial legislation elsewhere, and sector guidance require specific handling of personal health information in recordings. Access controls, encryption, consent tracking, and retention aligned with clinical record rules all need to be in place from day one, not retrofitted after an incident.
Privilege and confidentiality rules apply the moment a client speaks. Your recording system needs selective-record rules, pause-on-sensitive controls, and a legal-hold workflow that can preserve calls across a matter without casting a wider net than appropriate.
Collections, debt management, consumer complaints, warranty claims. You need every call recorded, retrievable by caller, tagged with disposition, and defensible as evidence. Full capture plus structured metadata plus signed audit log keeps you in the position of being able to prove what was said, not having to argue it.
Recording infrastructure is a technical system wrapped around a legal decision. We settle the policy first, then build to it, not the other way around.
Review your sector obligations, retention requirements, access controls, consent model, and existing policies. Deliverable is a written policy document that drives the rest of the build.
Recording layer deployed into your PBX or ours, encryption keys configured, retention rules applied, access roles created. Transcript indexing and search configured if in scope.
End-to-end test of capture, encryption, retention expiry, legal hold, access log, and retrieval workflows. Simulated audit scenario walked through with your compliance team.
Managed operations include capacity monitoring, retention audit, access log review, quarterly compliance report, and policy updates as your obligations change.
Recording is only useful if it is defensible under the rules that apply to you. We build to those rules by default, not as an add-on, because a non-compliant archive is worse than no archive at all.
Consent capture, access and correction rights, breach notification workflow, Canadian data residency.
Quebec Law 25, BC PIPA, Alberta PIPA, Ontario FIPPA. Policy and controls aligned per jurisdiction.
OSFI E-21 operational resilience, IIROC/MFDA recording obligations, PHIPA for health, FINTRAC audit trail.
WORM storage, cryptographically signed access log, immutable retention tags. Admissible as evidence.
Direct answers to the six questions we hear most often about call recording specifically.
Thirty minutes with a practitioner, not a sales rep. We will walk through your retention obligations, access requirements, and existing policy, then come back with a scoped recording architecture.