The Retell Story: Transforming Business with Innovative Call Recording Solutions 

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Until February 2022, Retell was a UK-based company that specialised in providing call recording and call management solutions to businesses across various industries. The company was founded in 1985 and, in its early years, focused on developing call recording solutions for small businesses.

The company’s founders recognised the need for individuals and businesses to monitor and record their phone calls to improve customer service, train staff, and resolve disputes. They developed a range of small, single-line call recording products that were affordable and easy to use. In the early days’ calls were recorded onto a specially designed cassette recorder that tapped into a telephone line using a connector clipped onto or plugged into the curly cord part of a telephone.

Whilst Retell’s cassette recorders are no more, the Retell 156 connector, which works with dictation devices and the Retell 157 connector, which works with a laptop or PC, has been revived by Vidicode UK and are available online from various office product and telecoms suppliers or you can  

As the requirement for call recording grew, the company expanded its operations to include multi-line business and call centre recording solutions establishing a trading relationship with Vidicode. Retell branded Vidicode’s range of higher capacity single desk recorders and multi-line analogue, ISDN2 and ISDN 30 recording systems. Retell also developed call recording software for single desks to work with the already established 157 connectors.

In 2004 Retell continued to innovate and improve its products by manufacturing its own brand Sense Call Recording System, for analogue, ISDN and eventually SIP lines. These solutions recorded calls at the line level, making it easier for businesses to adopt call recording technology without replacing their entire telephone system infrastructure.

The success of the Sense recorder also made it attractive to telephone system manufacturers. It was adopted by OEM partners and phone system manufacturers who integrated it within their PABXs as a value-add proposition for their customers.

The Sense system was further developed through a partnership with software supplier Kelmar which enabled Retell to offer extension side information, call performance, tracking of call volumes, graphical statistics and reporting. Thus, Sense Call Analyser was born, helping businesses and call centres benefit from call management, call monitoring and call recording.

Retell served a diverse range of clients in its heyday, including small businesses, large enterprises, government agencies, and non-profit organisations. To this day, Retell’s products are used to improve customer service, comply with regulatory requirements, and optimise call centre performance.

In February 2022, Retell ceased trading, but former Retell Commercial Director Everton Stuart, who had left in 2015 to set up call recording company Vidicode UK purchased Retell’s IP, website and goodwill and re-employed former colleagues Gemma Page, Tracy and Derek Smith to cover admin, customer services and technical support.

The dedicated Vidicode UK team supports former Retell IT and telecoms partners with an installed base of Sense customers. Vidicode UK has also invested in improving the Retell Sense system with a new enhanced web-based Graphic User Interface (GUI) and recently added AI powered Speech Analytics to pinpoint critical calls through VoiceCrunch AI word, phrase and sentiment analysis. 

For customers that require an enterprise system Vidicode UKs Apresa includes screen recording, pause recording for payment cards, GDPR compatibility with options for call management, call scoring.  

Why the ability to Re-Tell a story is important.

Retell recognised that in a fast-paced business environment, communication is key. Whether it’s a client meeting, a team discussion, or an important instruction from a manager, clear and concise communication is vital for success. However, with so much going on, it can be challenging to remember every detail from every conversation. This is where call recording comes in.

Call recording is a valuable tool that allows individuals and businesses to record and store phone conversations. With call recording, you can easily re-tell a conversation or important instructions to colleagues or team members, making communication more efficient and effective.

Here are some ways call recording can make re-telling a conversation or important instructions easier in a business environment:

  1. Accuracy: One of the biggest benefits of call recording is that it provides an accurate record of what was said during the conversation. This is particularly useful when discussing important instructions or agreements. For example, when a doctor is getting important instructions from a pharmaceutical company about new drugs or treatments. With a call recording, you can be confident that you are accurately conveying the details of the conversation.
  2. Convenience: With call recording, you don’t have to rely on your memory to recall a conversation or instructions. Instead, you can simply listen to the recording to refresh your memory. This is especially helpful when you need to reference a specific detail or instruction.
  3. Sharing: Call recording allows you to easily share the conversation or instructions with others. This is particularly useful when you need to bring colleagues or team members up to speed on a conversation or decision that was made. By sharing the recording, everyone can be on the same page and there is less chance of miscommunication or confusion. This is done easily by saving a recording in a file and emailing it to another person.
  4. Training: Call recording can also be useful for training purposes. New team members can listen to previous conversations or instructions to get a better understanding of how things work within the business. This can help to speed up the learning process and ensure that everyone is following the same procedures.
  5. Legal protection: Call recording can also provide legal protection for businesses. If there is ever a dispute or misunderstanding, you can refer to the call recording to provide evidence of what was discussed and agreed upon.
  6. Compliance: Certain regulatory bodies such as the FCA (Financial Conduct Authority) require companies in the finance industry that trade stocks and shares or make financial transactions to record all their calls and keep them for five years as proof.

In conclusion, call recording is a valuable tool that can make re-telling a conversation or important instructions easier in a business environment. It provides an accurate record of the conversation, is convenient for referencing, can be easily shared with others, is useful for training purposes, and can provide legal protection.

Call us on 0202 4881498 to learn how Vidicode UK can support you call recording and speech analytics needs or

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