Introducing Powerful APIs for Advanced Call Control, Labeling, and Analytics

We’re excited to share the latest update to Luware Recording. 1.7.0 is coming in April 2025, and it brings a suite of new APIs designed to give you more flexibility and control over your recording workflows and compliance integrations.

What's new? 

Automated recording control

Gain real-time control over your call recordings with the new Start / Stop Recording API. This feature allows you to programmatically initiate or terminate recordings based on factors such as business logic, agent activity, customer interactions, or integration requirements, ensuring alignment with your organization’s requirements.  

Dynamic labeling

Apply dynamic labels to calls based on customer segments, escalation tags, compliance categories, or other relevant identifiers. These labels allow you to implement granular retention policies, access controls, and trigger specific workflows or policies as needed. 

Custom metadata integration

Enrich your recordings with custom metadata either at the time of capture or post-call. Attach relevant data such as CRM identifiers, case numbers, or agent details, enhancing your ability to search, report, and integrate with other systems.

Speech Analytics extraction

Programmatically retrieve valuable insights, such as keywords, topics, sentiment analysis, and more, from your recorded calls. This integration facilitates seamless data flow into business intelligence tools, audit systems, and automated quality assurance processes. 

Keep an eye on the release notes for the latest details and timeline about the new features.

Use case scenarios

The new APIs provide the following capabilities:

• Third-party system integration: Control recording functions through custom user interfaces or third-party systems.
• Label-based workflow automation: Apply labels to conversations from third-party systems, custom user interfaces, or based on custom metadata. Extend access to these conversations and enforce specific export policies or retention periods.
• Metadata enrichment: Link customer identifiers, CRM IDs, or case numbers to calls for more accurate reporting and traceability.
• Speech Analytics integration: Export analytics data to surveillance systems, CRMs, or performance tracking tools to enhance operational insights and product feedback. 
  
  

How to access the new APIs

The new APIs are available as part of our API add-on bundle. To export analytics files via the API, the Speech Analytics Premium bundle is required.

Questions or need support?

We are here to support you as you integrate these new features into your workflows. Please do not hesitate to reach out with any questions or feedback.