Capture every conversation. Turn voice into intelligence.
Recording is the foundation of intelligent customer engagement. Resonate helps organisations transform conversations across voice and digital channels into governed, insight-driven assets – enabling compliance, improving service quality, and unlocking AI-powered insights.
Challenges
The risks of unmanaged customer conversations
As customer engagement becomes increasingly digital, organisations need more than simple call recording. They need a platform for capturing, understanding and acting on all types of customer conversations. Without the right recording and governance capabilities, organisations can face:
Compliance risk
Regulatory and compliance risks.
Dispute resolution
Difficulty resolving customer disputes.
Quality inconsistency
Inconsistent quality management processes.
Limited visibility
Limited visibility into customer interactions.
Limited Hybrid support
Challenges supporting remote and hybrid agents.
Missed insights
Missed opportunities to identify trends and improve service.
Turning conversation data into performance
By implementing a modern recording and conversation intelligence solution, organisations can:
- Reduce compliance and governance risk
- Improve customer service quality and resolve disputes more quickly
- Increase visibility of customer interactions to
- Support agent development and performance
- Identify trends, opportunities and customer pain points
- Create a foundation for AI-driven customer engagement
A complete conversation intelligence solution
Resonate design, deploy and support recording and conversation intelligence solutions that integrate with leading contact centre and collaboration platforms. Whether your priority is compliance, service quality or customer insight, we help you capture and maximise the value of every interaction.
Compliance & governance – Capture, securely store and manage customer interactions across voice and digital channels, to meet regulatory requirements, maintain audit trails and reduce operational risk.
Quality management – Monitor customer interactions, evaluate agent performance and support coaching programmes that improve service consistency, customer satisfaction and operational efficiency.
Conversation intelligence – Transform conversations into actionable insight through transcription, sentiment analysis and interaction analytics, helping teams identify trends, opportunities and areas for improvement.
Omnichannel – Record and manage customer interactions across voice, video, email, chat and messaging channels, providing a complete view of the customer journey regardless of how customers choose to engage.
Integration – Integrate recording and analytics capabilities with leading contact centre, collaboration and telephony platforms, ensuring a seamless experience for agents, supervisors and compliance teams.
Flexible solutions from leading technology partners
Every organisation has different compliance, operational and customer experience requirements. Resonate works with a range of specialist recording, compliance and analytics providers to deliver the right solution for your environment, whether you operate:
- Microsoft Teams
- Webex Contact Centre
- Cloud contact centre platforms
- Hybrid telephony environments
- Regulated communication systems
Our vendor-independent approach ensures the solution is aligned to your business, compliance and operational objectives.
Why Resonate
Choose Resonate for conversation intelligence
We don’t just capture conversations; we help you unlock their value to power continuous improvement and data-driven customer engagement
Proven in end-to-end communication environments
We design, implement, and manage complex contact centre and unified communications estates, with recording and compliance built in
Deep expertise across platforms and use cases
Specialists in Teams, Webex, and hybrid environments, delivering solutions aligned to your operational and compliance requirements
Turn conversation data into business growth
With deep expertise across analytics, integration, automation, and Agentic AI, we transform captured interactions into intelligent solutions that improve performance, reduce cost, and drive revenue
Here’s what our customers have to say
Our customers are central to everything we do, and the positive reviews show it. We’re dedicated to providing top-quality communication solutions.
Gary Lewis Atrium Underwriters
Resonate quickly demonstrated they had the technical skills and experience to enable Direct Routing for our organisation. The whole implementation process was managed without any impact on the business
Caroline Howick, Kent County Council
Working with the Resonate team has been brilliant and the Luware software is easy to use. We are really pleased with the solution, it does everything we need and much more than we thought. It's opened our eyes to what we can do and see and analyse to make things better for our customers and for our team
Dierdre Baggett, Mazda
Large praise for Resonate – often you get the A-team at Sales stage, and the B-team in Delivery and C-team for Support – Resonate are A Team all the way.
Mithun John, Digital Technology Portfolio Lead
Resonate has been an invaluable partner in our digital transformation journey at Fresenius, especially with regards to telephony. The two key programs that they are driving for us are Teams Enterprise Voice and Teams Contact Centre. The team has demonstrated exceptional capabilities in supporting the aforementioned transformation initiatives. Their contributions to the Teams Enterprise Voice rollout and the subsequent deployment of the Luware Contact Centre solution have far exceeded our expectations
Azita Guzzo, Head of Technology Innovation Longbridge Financial
The Resonate team has been a dependable partner, consistently providing responsive support, making themselves available whenever needed, and working through challenges with professionalism and dedication. They have taken the time to understand our business, introduced us to new contact center technologies and solutions to address evolving needs, and their technical team has been exceptional in helping us navigate complex issues and identify practical paths forward.
IT Manager and eHealth Lead for a Scottish Health Board
Their dedication and professional approach have made a significant impact on our operations, paving the way for future technological advancements and improved patient care.
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