Audiosafe Call Recording

What is Audiosafe?

Audiosafe is a secure, cloud-based call recording storage solution provided by Maintel. It enables automatic export and archiving of call recordings and metadata from supported platforms like Genesys Cloud, ensuring regulatory compliance and long-term data retention.

Which platforms does Audiosafe support?

Audiosafe currently supports Genesys Cloud. Additional integrations with other platforms (such as Redbox) are on the roadmap.

How secure is the storage of call recordings?

Audiosafe prioritises security with:

• Encryption at rest (AWS S3 Managed Keys - SSE-S3)
• Encryption in transit (TLS 1.3)
• Audit logging of user access and activity
• Role-based access and Single Sign-On (SSO) using Microsoft Entra

Is Audiosafe compliant with FCA and GDPR requirements?

Yes, Audiosafe is designed to support compliance with FCA regulations and GDPR. GDPR-related data deletion requests can be submitted via Maintel's support process.

Can I search and filter call recordings?

Yes, the Audiosafe user interface allows you to search recordings by:

• Date
• Contact
• Direction
• User
• Queue

Recordings can also be played back directly in the interface. Export and delete functions are planned for future releases.

What happens if we exceed our storage limit?

Storage capacity is capped according to your selected package (Basic, Standard, Advanced, or Custom). If your storage usage exceeds the cap, you will move into the next pricing bracket as defined in your subscription agreement. Alerts and monitoring are in place to notify of capacity thresholds.

How is the service priced?

Audiosafe is offered as a subscription service on a Per User Per Month (PUPM) basis. Packages include:

• Basic: 1 Admin User, 1TB storage
• Standard: 5 Admin Users, 5TB storage, delete/export features
• Advanced: Unlimited Admin Users, 20TB storage, role-based access
• Custom: Bespoke configurations (Price on request)

How do I request deletion of recordings under GDPR?

To request deletion of recordings, contact Maintel support. A formal process will be followed, working with your organisation’s representatives to confirm the request and obtain necessary authorisations.

How do I get support for Audiosafe?

Maintel provides support for Audiosafe through our standard helpdesk:

• Supported hours: 08:00 - 18:00 (Business Days)
• Response times based on priority level (Critical, Major, Minor)
• Contact Maintel Support: service@maintel.co.uk or call 0344 871 1122

Who can I speak to for more information about Audiosafe?

For more details about Audiosafe, pricing, or to discuss your specific requirements, please contact your Maintel account manager or email info@maintel.co.uk.