GITNUXSOFTWARE ADVICE
TelecommunicationsTop 10 Best Call Centre Recording Software of 2026
Top 10 call centre recording software picks ranked for a 2026 shortlist, covering Dialpad AI, Genesys Cloud CX, Five9, Zoom Phone, and Talkdesk.
How we ranked these tools
Core product claims cross-referenced against official documentation, changelogs, and independent technical reviews.
Analyzed video reviews and hundreds of written evaluations to capture real-world user experiences with each tool.
AI persona simulations modeled how different user types would experience each tool across common use cases and workflows.
Final rankings reviewed and approved by our editorial team with authority to override AI-generated scores based on domain expertise.
Score: Features 40% · Ease 30% · Value 30%
Gitnux may earn a commission through links on this page — this does not influence rankings. Editorial policy
Zoom Phone is the best pick for Zoom-centric contact centers that need policy-governed call recording with transcripts and shared admin governance, while Talkdesk fits when supervisors want consistent QA review and retention controls across many teams.
Editor’s top 3 picks
Three quick recommendations before you dive into the full comparison below — each one leads on a different dimension.
Zoom Phone
Pause and resume recording using account policy controls tied to Zoom Phone call handling.
Built for fits when Zoom-centric contact centers need policy-governed call recording with transcripts and shared admin governance..
Talkdesk
Editor pickQuality management workflows that route recordings into evaluation sessions tied to contact context.
Built for fits when supervisors must run consistent QA review and retention governance across many teams..
Genesys Cloud CX
Editor pickQuality management review ties recordings and transcripts to queue and routing context for supervisor scoring and coaching.
Built for fits when Genesys contact-center teams need recording, transcription, and QA review tied to interaction context..
Related reading
Comparison Table
Call centre recording software matters because compliance requires provable capture, retention, and audit logs tied to agent and queue events. This ranked shortlist helps analysts and operators compare automation, integration via API, and quality monitoring data models across cloud contact centers and phone systems, based on verified workflow fit rather than feature checklists.
Zoom Phone
SMBZoom Phone supports automatic and ad hoc call recording for business voice communications.
Pause and resume recording using account policy controls tied to Zoom Phone call handling.
Zoom Phone fits call centers that already standardize on Zoom Meetings and Zoom Workflows because recording outcomes can connect to Zoom’s broader reporting and quality workflows. The recording experience supports paused and resumed recording behaviors based on admin policy, and it produces downloadable audio artifacts for later review and storage. Admin governance is handled in the same administrative surfaces used across Zoom services, which reduces fragmentation for multi-product deployments. For contact-centre integration, Zoom Phone can feed Zoom Contact Center workflows that pair agent monitoring with recording handling.
A key tradeoff is that Zoom Phone recording is governed by account-level settings in the Zoom admin console, so fine-grained per-route or per-dialer policies require careful planning. This pattern works best when a call center maintains consistent dialing patterns and uses shared consent and retention requirements across teams. Organizations that need deep telephony-specific configuration at the trunk or SIP feature level may find gaps compared with platforms built around telecom recording engines.
- +Admin controls for recording consent and retention live in the Zoom console
- +Optional transcripts can be generated for recorded conversations
- +Works well with Zoom Contact Center workflows for agent monitoring
- +Pauses and resumes recording using account policy controls
- –Per-route recording rules need more governance planning
- –Deep SIP feature recording controls are less transparent than telecom-first tools
- –Recording settings rely on Zoom account configuration discipline
- –Download and downstream indexing depends on Zoom-enabled workflows
Contact centre operations teams
Standardize recording consent and retention
Lower compliance variance across queues
Quality assurance managers
Review calls with transcripts
Faster scoring and feedback loops
Show 2 more scenarios
Contact center supervisors
Monitor agents inside Zoom workflows
Consistent coaching and QA evidence
Supervisors coordinate recording review alongside Zoom Contact Center monitoring workflows.
IT and governance teams
Centralize recording administration
Cleaner audit trails and control
IT teams manage recording configuration through the Zoom admin console to reduce configuration sprawl.
Best for: Fits when Zoom-centric contact centers need policy-governed call recording with transcripts and shared admin governance.
More related reading
Talkdesk
enterpriseTalkdesk provides cloud contact center call recording with quality management and interaction analytics.
Quality management workflows that route recordings into evaluation sessions tied to contact context.
Talkdesk recording management is built around call lifecycle visibility, so recording access and playback can follow contact ownership and team boundaries. Quality management workflows can pull recordings into evaluation sessions, which reduces the gap between supervision findings and the underlying audio evidence. A practical fit signal is the way recordings remain usable alongside related contact context during review sessions.
A tradeoff is that the recording and governance outcomes depend on correct configuration of policies and permissions for each team. Talkdesk works best when QA reviewers need consistent access paths and supervisors must enforce retention rules across many agents.
- +Recording access aligns with agent and team workflows
- +QA review can reference recordings inside evaluation sessions
- +Retention and consent governance are controllable through admin settings
- +Audit-ready access patterns are easier to enforce with role controls
- –Policy setup across teams takes careful configuration
- –Advanced recording behaviors can require deeper integration work
- –Playback search quality depends on speech and metadata configuration
- –Meeting global compliance needs may require operational process changes
Contact center QA leads
Review calls inside evaluation workflows
Faster coaching with consistent evidence
Contact center operations
Enforce retention and access controls
Lower compliance risk during audits
Show 1 more scenario
Contact center integrators
Wire recording to telephony and CRM
Fewer workflow mismatches across tools
Integrators connect recordings with the existing telephony and desktop stack so contact history stays consistent in review.
Best for: Fits when supervisors must run consistent QA review and retention governance across many teams.
Genesys Cloud CX
enterpriseGenesys Cloud CX provides call recording, interaction storage, quality management, and agent evaluation.
Quality management review ties recordings and transcripts to queue and routing context for supervisor scoring and coaching.
Genesys Cloud CX supports cloud call recording with transcript generation and quality management tooling that lets supervisors review interactions and score them inside the same workspace as the contact flow. Interaction metadata, such as queue, routing, and agent context, stays attached to the recording and transcript so reviews can be grounded in what happened before the call ended. The automation surface supports integration with external systems through APIs, which can drive workflows like exporting recordings for case files or triggering evaluations.
A common tradeoff is that recording behavior and governance depend on configuration across contact center settings and user permissions, which increases setup effort compared with simpler recorder-first products. Genesys Cloud CX fits teams that already run Genesys contact centre orchestration and need recording review plus integration-driven processing for QA, compliance, or analytics.
- +Interaction context stays linked to audio and transcript for faster QA
- +Quality management tooling supports structured review and agent coaching
- +Event-driven APIs support workflow automation around recordings
- +RBAC and audit logs support controlled access to recorded interactions
- –Recording and permission behavior needs careful configuration across components
- –Some recording workflows require external integration logic to complete
- –Advanced governance workflows can add admin overhead for larger orgs
- –Transcript quality varies with agent accents and noisy environments
Contact center operations teams
Weekly QA reviews with scoring
More consistent coaching feedback
Compliance and risk teams
Retention and legal hold handling
Tighter recording access control
Show 2 more scenarios
Systems integration teams
Export recordings to case systems
Faster case file creation
APIs support automation that routes recordings and transcripts into downstream case or analytics tooling.
Speech analytics teams
Drive dashboards from interaction data
Actionable conversation-level insights
Transcript and interaction metadata feed reporting pipelines for trend analysis and performance measurement.
Best for: Fits when Genesys contact-center teams need recording, transcription, and QA review tied to interaction context.
More related reading
3CX
SMB3CX provides phone system call recording with storage and management controls for business communications.
Pause and resume recording tied to 3CX call control for consent-sensitive capture.
3CX recording software is tied to the 3CX phone system, so call capture follows the platform’s telephony and PBX configuration instead of acting as a standalone recording appliance. It supports call recording with pause and resume behavior designed for compliance-sensitive workflows, and it can write audio in common telephony-friendly formats for later review.
Administration centers on extensions and user-level permissions to control who can monitor and access recordings. Integration depth is driven by 3CX’s ecosystem of add-ons and telephony control rather than broad contact-centre middleware connectivity.
- +Recording control is consistent with 3CX call handling and provisioning
- +Pause and resume recording supports compliance-focused capture windows
- +Role-based access can restrict who can view and manage recordings
- +Audio files are usable for QA workflows and evidence storage
- –Recording features are tied to 3CX telephony rather than independent deployment
- –Searchable transcripts depend on external speech or analytics components
- –Export and ingestion into WFM or CRM systems relies on add-ons
- –Reporting depth for call metadata can be limited for enterprise analytics
Best for: Fits when a team runs 3CX and needs controlled recording access for QA and compliance.
Verint
enterpriseVerint provides interaction recording and analytics for customer engagement operations.
Quality management and coaching workflows operate on top of recorded sessions to drive consistent agent evaluation.
Verint records customer interactions and links audio to quality management workflows for review and coaching. It supports both on-premises and cloud deployments for call recording, with admin policies that cover retention handling and access controls.
Verint also ties recorded sessions into analytics and workforce monitoring so supervisors can monitor behavior and evaluate calls through configurable rubrics. Integration options focus on contact-centre and telephony environments so recording metadata can flow into downstream evaluation tools.
- +Quality management workflows connect directly to recorded call sessions
- +Supports on-premises and cloud recording deployment patterns
- +Retention and access controls align recorded content with governance needs
- +Automation supports supervisor monitoring and agent evaluation loops
- –Admin setup for recording policies can require structured governance
- –Integration scope can depend on environment-specific configuration work
- –Reporting depth may demand analyst time to tune dashboards
- –Search performance can vary with transcript and metadata completeness
Best for: Fits when enterprise contact centers need recording, retention controls, and quality workflows integrated into workforce operations.
NICE CXone
enterpriseNICE CXone records and analyzes customer interactions across voice and digital contact center channels.
Policy-driven recording behavior tied to CXone interaction governance, including pause and resume handling for compliance scenarios.
NICE CXone is a call centre recording solution built for enterprise contact centres that need governance over recording behavior, quality review, and downstream insights. It supports managed recording workflows across voice and associated interaction streams, then routes recordings and call context into quality management and supervisor review.
Admin controls cover retention configuration, recording consent and pause behavior requirements, and audit-ready oversight for compliance operations. CXone also prioritizes integration depth with CX and telephony components so recordings, metadata, and QA actions stay consistent across systems.
- +Centralized recording governance with retention controls aligned to compliance needs
- +Quality management workflows consume recordings with consistent call context
- +Extensible integration points keep recording and analytics in sync
- +Operational oversight supports audit workflows around recorded interactions
- –Configuration requires strong change-management to avoid recording rule drift
- –Speech and quality tooling can feel heavyweight for small teams
- –Advanced recording behavior depends on correct upstream contact routing setup
- –Some recording formats and downstream uses require careful pipeline validation
Best for: Fits when enterprise contact centres need policy-driven recording control and QA review across many integrations.
More related reading
Five9
enterpriseFive9 records inbound and outbound contact center calls and supports quality monitoring workflows.
API-driven recording integration that connects call audio and metadata to external QA, transcription, and analytics pipelines.
Five9 pairs call recording with contact-center workflow controls tied to its cloud contact center operations. Recordings include call audio plus call metadata, which helps supervisors link playback to agent and campaign context.
Five9 also supports automation via its integration and API options for routing recording behavior and downstream processing. Governance features focus on administrative configuration, retention handling, and role-based access boundaries across the recording lifecycle.
- +Recording configuration aligns with contact-center call flows and campaign context
- +Recording bundles call metadata with audio for faster supervisor triage
- +Extensibility via API supports automated transcription, QA, and downstream routing
- +Role-based controls segment who can access playback and recording views
- –Advanced recording rules require careful call-flow configuration to avoid gaps
- –Some reporting needs depend on connected analytics or QA workflows
- –Consent and retention policies need consistent operational governance across sites
- –Deep codec and file-format tuning can be limited by deployment choices
Best for: Fits when contact-center teams need recording tied to campaign context and automated post-call workflows.
Dialpad
SMBDialpad records business and contact center calls with transcription and conversation intelligence features.
Searchable transcripts created from each recorded interaction, kept aligned to call context for rapid QA playback.
Dialpad delivers call recording and searchable transcripts tied to agent and call activity inside its contact-center workflows. Recording can capture both voice and screen interactions, which helps quality management link what was said to what was displayed.
Admin controls include user-level permissions and retention management options for governed storage and review. Integration coverage centers on telephony and contact-center data flows so recording runs as part of agent handling rather than a separate playback-only system.
- +Searchable transcripts shorten time to find issues in long interactions
- +Screen recording pairs with audio capture for clearer quality review context
- +Permissions support segregating supervisor playback from agent access
- +Transcripts and call context stay attached for faster coaching workflows
- –Recording review workflows depend heavily on the Dialpad agent UI
- –External reporting needs extra work to normalize recording and metadata
- –Admin governance is not as granular as platforms built around custom controls
- –Some integration scenarios require careful configuration to avoid missed captures
Best for: Fits when contact centers want searchable transcripts plus screen context inside the same agent workflow.
More related reading
Aircall
SMBAircall records customer calls and provides cloud phone features for sales and support teams.
Aircall’s recording events and recording metadata are designed for automation via API to sync QA artifacts externally.
Aircall captures and stores cloud call recordings tied to call metadata so supervisors can review specific interactions without manual file matching.
Aircall’s configuration and access model supports controlled review across teams, with restrictions on who can manage and view recordings.
Aircall’s automation surface includes API access for syncing recording references into external workflows such as QA, CRM updates, and compliance operations.
- +Call metadata is linked to recordings for faster QA navigation
- +API and webhooks support automation from recordings to downstream systems
- +Role-based access controls restrict who can view and manage recordings
- +Retention configuration reduces reliance on manual deletion workflows
- –Advanced recording controls depend on telephony setup and workspace settings
- –Transcripts and search quality vary by call audio conditions and languages
- –No native screen recording changes the footprint for blended QA
- –Large transcript volumes can slow review without external indexing
Best for: Fits when inbound call centers need metadata-rich cloud recordings with API automation for QA workflows.
JustCall
SMBJustCall records business calls and connects calling workflows with CRM and support applications.
Built-in QA review workflow that keeps call recordings linked to the same operational call metadata used in the agent workspace.
JustCall is a call centre recording option built around contact-centre communications workflows rather than a standalone recording appliance. It captures agent and supervisor sessions inside the contact centre, and it supports quality review workflows that rely on searchable call artifacts.
Teams can apply recording controls per call flow and use recordings alongside call metadata for QA and dispute review. Integration options focus on the communications stack, so recorded sessions stay tied to the same customer records used for routing and support work.
- +Recording artifacts stay connected to the same call metadata used in operations
- +Workflow-oriented review experience for QA and coaching teams
- +Flexible recording controls aligned to call handling flows
- +Good fit for cloud contact-centre teams that want recording inside support workflows
- –Advanced capture formats and audio handling options can be limited for niche QA needs
- –Limited depth for cross-channel recording compared with contact-centre suites
- –Automation coverage depends on integration availability rather than native orchestration
- –Granular governance features can require careful rollout planning
Best for: Fits when contact-centre QA needs recorded agent conversations tied to operational call context.
Conclusion
After evaluating 10 telecommunications, Zoom Phone stands out as our overall top pick — it scored highest across our combined criteria of features, ease of use, and value, which is why it sits at #1 in the rankings above.
Use the comparison table and detailed reviews above to validate the fit against your own requirements before committing to a tool.
How to Choose the Right call centre recording software
Call centre recording software captures voice interactions and pairs recordings with call context for QA, compliance, and analytics workflows. This guide covers Zoom Phone, Talkdesk, Genesys Cloud CX, Five9, and eight additional call recording platforms.
Each entry is evaluated on where recording controls live in the workflow, how recordings link to interaction metadata, and how automation and API surfaces support post-call processing. The list also highlights pause and resume recording governance patterns in Zoom Phone and 3CX, plus API-driven automation patterns in Five9 and Aircall.
Call centre recording software for policy-governed audio capture and QA workflows
Call centre recording software records inbound and outbound voice interactions and attaches recording and transcript artifacts to the same operational context supervisors use in quality management. It supports retention policies and recording consent handling tied to the call flow, as seen in Zoom Phone and 3CX.
Beyond audio capture, the tools in this guide focus on how recordings move into QA review sessions with consistent context links, such as Genesys Cloud CX and Talkdesk. Automation and API integration show up as the mechanism for pushing recording metadata to transcription, analytics, and external QA pipelines, including Five9 and Aircall.
Recording governance, context linkage, and automation surfaces
Call centre recording software has three value drivers that show up in real deployments. The first is where recording rules and consent controls are enforced during the call. The second is how recordings and transcripts stay linked to the same interaction context used by supervisors in quality management.
The third driver is automation and API surface for moving recording artifacts into transcription, analytics, and external QA workflows. Five9 and Aircall are the clearest examples because they bundle recording audio with metadata for automated post-call pipelines.
Pause and resume governance tied to call handling
Zoom Phone pauses and resumes recording using account policy controls tied to Zoom Phone call handling. 3CX ties pause and resume recording to 3CX call control for consent-sensitive capture.
QA review sessions that retain interaction context links
Talkdesk routes recordings into quality management evaluation sessions that reference agent and team workflow context. Genesys Cloud CX ties recordings and transcripts to queue and routing context for supervisor scoring and coaching.
Centralized recording governance across integrations
NICE CXone provides centralized recording governance with retention controls aligned to compliance needs across CXone interaction governance. Verint connects quality management workflows directly to recorded call sessions for workforce operations.
API-driven recording integration for external QA and analytics pipelines
Five9 offers API-driven recording integration that connects call audio and metadata to external QA, transcription, and analytics pipelines. Aircall provides recording events and recording metadata designed for automation via API and webhooks to sync QA artifacts.
Searchable transcripts aligned to the call context
Dialpad generates searchable transcripts from each recorded interaction and keeps them aligned to call context for QA playback. Genesys Cloud CX also links interaction context to audio and transcripts for faster supervisor review.
Deployment flexibility that includes on-premises recording patterns
Verint supports on-premises and cloud recording deployment patterns while keeping recordings connected to quality workflows. Zoom Phone concentrates governance inside the Zoom console for Zoom-centric contact centers.
How to choose call centre recording software with the right control and automation model
Recording software choices diverge based on where the governance logic lives and how interaction context is carried from the call into QA. The decision should start with whether recording consent and rule enforcement are handled inside the same telephony or contact-center workflow that already manages the interaction.
The second divergence is whether the primary goal is supervisor review speed inside the vendor experience or automated artifact movement into external QA and analytics. Five9 and Aircall emphasize automation, while Talkdesk and Genesys Cloud CX emphasize context-linked QA review sessions.
Select the governance anchor that matches how calls are already controlled
If calls are controlled through Zoom Phone, Zoom Phone keeps recording consent and retention policy controls in the Zoom console and ties pause and resume to Zoom Phone call handling. If calls are controlled through 3CX, 3CX ties pause and resume recording to 3CX call control with consistent recording access aligned to 3CX provisioning.
Verify that recordings land in QA where interaction context is still intact
For supervisor scoring and coaching that must reference queue and routing, Genesys Cloud CX links interaction context to audio and transcript for structured QA review. For QA workflows that must match agent and team workflow access patterns, Talkdesk aligns recording access with those workflows and runs evaluation sessions that reference recordings inside the QA review.
Choose an API-first pattern when external QA and analytics are the system of record
If downstream systems should control transcription, analytics, and QA artifacts, Five9 provides API-driven recording integration that bundles call audio with metadata for automation pipelines. If the organization already uses recording events to trigger automation, Aircall pairs recording metadata with API and webhooks for faster QA navigation in external tools.
Pick a transcription search model that matches the way supervisors find issues
If supervisors search for specific moments inside long interactions, Dialpad creates searchable transcripts for each recorded interaction aligned to call context. If supervisors need transcript plus queue and routing context for faster triage, Genesys Cloud CX ties audio and transcript to interaction context for structured review.
Plan governance change management when recording rules are centralized across integrations
For enterprise programs that require centralized recording governance aligned to compliance, NICE CXone centralizes retention controls and policy-driven recording behavior tied to CXone interaction governance. If cross-team policy setup is complex, Talkdesk also requires careful configuration so policy setup across teams does not drift.
Run a configuration-focused pilot around recording rule behavior and gaps
For contact-center teams using campaign flows, test how Five9 handles advanced recording rules across call flows because gaps can appear if call-flow configuration is not tuned. For telephony-first teams using Dialpad, test whether review depends heavily on the Dialpad agent UI because external reporting can require extra normalization of recordings and metadata.
Who call centre recording software buyers should target
Different teams buy recording software based on who runs QA and where the artifacts must land after each call. Some tools prioritize policy governance in the same workflow that controls the call. Others prioritize context-linked QA review sessions or API-first automation into external pipelines.
The buyer fit below maps each top pick to the workflow that the tool highlights in its recording and QA integration behavior.
Zoom Phone contact centers that need policy-governed recording with pause and resume control
Zoom Phone ties recording consent and retention governance to the Zoom console and uses pause and resume controls tied to Zoom Phone call handling.
Supervisors that run consistent QA reviews tied to routing and queue context
Genesys Cloud CX keeps interaction context linked to audio and transcript so supervisors can score and coach using the same queue and routing context.
Large enterprises that standardize QA across teams and need centralized recording governance
NICE CXone provides centralized recording governance with retention controls aligned to compliance needs and routes recordings into quality management with consistent call context.
Operations teams that require API automation to move recordings and metadata into external QA and analytics
Five9 and Aircall both emphasize API-driven recording integration or recording events so recording artifacts can trigger downstream transcription, analytics, and QA workflows.
QA teams that rely on searchable transcripts for fast investigation
Dialpad generates searchable transcripts from each recorded interaction and pairs screen recording context with audio capture inside the agent workflow.
Common pitfalls that derail call recording rollouts
Recording rollouts fail when governance controls are not anchored to the call flow that drives consent and recording behavior. They also fail when recordings and transcripts do not remain linked to the same interaction context used by quality management.
The mistakes below reflect specific friction points shown by these top picks.
Assuming pause and resume governance will work the same way across platforms without governance planning
Zoom Phone and 3CX both offer pause and resume recording, but Zoom Phone uses account policy controls in the Zoom console while 3CX ties pause and resume to 3CX call control, so the call-control anchor must be validated in a pilot.
Buying for recording and discovering that QA review does not preserve queue or routing context
Genesys Cloud CX and Talkdesk tie recordings to interaction context inside QA review, while tools with weaker context linkage can require external integration logic to complete routing-aware workflows.
Launching API automation without testing how metadata bundles into downstream triage
Five9 bundles call metadata with audio for faster supervisor triage, but advanced recording rules need careful call-flow configuration to avoid recording gaps. Aircall also supports automation via API and webhooks, but transcript and search quality varies with call audio conditions and languages.
Relying on searchable transcripts without checking the dependency on the vendor UI for QA workflows
Dialpad’s searchable transcripts speed QA playback in the Dialpad agent workflow, but external reporting needs extra work to normalize recordings and metadata outside the Dialpad experience.
Underestimating governance change management for centralized recording rules across integrations
NICE CXone centralizes recording governance, but configuration requires strong change management to avoid recording rule drift, and Talkdesk also requires careful policy setup across teams.
How We Selected and Ranked These Tools
We evaluated call centre recording software on recording governance fit, QA context linkage, and automation surface because these determine how recordings move into supervisor workflows and external pipelines. Features account for 40% of the score, and ease and value each account for 30%.
Zoom Phone set the ranking pace because pause and resume recording is governed by account policy controls tied to Zoom Phone call handling, and recording consent and retention controls are centralized in the Zoom console while transcripts are generated for recorded conversations. We also checked whether each tool keeps audio, transcripts, and call metadata linked to the same interaction context used for QA review, because that linkage is the key difference between quick triage and manual reconstruction.
Frequently Asked Questions About call centre recording software
How do Dialpad and Aircall differ in linking recordings to searchable transcripts for QA review?
Which platform supports pause and resume recording controlled by account policy for consent-sensitive capture?
What breaks when recording metadata does not stay linked to queue and routing context for Genesys Cloud CX and Talkdesk?
How do Genesys Cloud CX and NICE CXone handle audit-ready access governance for recordings and related interaction data?
When are recording retention and legal-hold style workflows handled through admin configuration versus external tooling in Verint and Five9?
How should IT evaluate API and extensibility for post-call automation in Five9 and Aircall?
What is the technical tradeoff between using Zoom Phone or 3CX for recording when the telephony stack is already standardized on a single vendor?
How do Talkdesk and JustCall differ in structuring quality review workflows around recordings?
Which tool is designed for integrating screen recordings with voice recordings inside the same agent workflow?
How should admins control who can access recordings in Genesys Cloud CX and Verint?
Tools reviewed
Primary sources checked during evaluation.
Referenced in the comparison table and product reviews above.
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