Short answer
FirstNet Core Recording covers secure call capture and governance. Advanced adds quality assurance (QA) workflows for supervisors, and Conversation Analytics adds transcription, redaction and sentiment on top.
In detail
Each tier includes the one below it:
- Core Recording: compliant capture with AES-256 rotating encryption, MFA, fine-grained permissions, retention rules, legal hold, compliant call sharing and audit logs. It suits governance-led needs in regulated sectors. It has no QA workflow, analytics or screen capture.
- Advanced Recording: adds QA and evaluation workflows, supervisor playback and tagging, richer call details, advanced reports and optional screen capture. It suits contact centres with structured QA programmes.
- Conversation Analytics: adds transcription in many languages, summaries, and sentiment and voice analysis. It also automates PCI, PII and PHI redaction, plus QA scorecards and dashboards. It suits dispute defence, coaching and redaction at scale.
- Managed Compliance Service: optional on any tier. FirstNet runs policy, retention, legal hold and user setup, and helps with audit evidence.
A practical rule: start with Core when you only need governance. Step up to Advanced when QA, evaluation or screen capture is in scope. Choose Conversation Analytics when you clearly need transcription, redaction or sentiment. You can mix tiers too: Core for office users, say, and Advanced for the contact centre.
Source: FirstNet Compliant Call Recording & Analytics service page →
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