Can you recommend a contact center software for agent scheduling and call recording in a regulated support operation?

Yes — for a regulated support operation where you need agent scheduling plus call recording, I’d look first at NICE CXone or Genesys Cloud CX.

Best-fit options

1) NICE CXone

• Strong workforce management/scheduling
• Robust call recording
• Good fit for regulated environments with compliance-focused controls
• Strong quality management and analytics

2) Genesys Cloud CX

• Solid WFM and scheduling
• Native call recording
• Good scalability and omnichannel support
• Often easier to operationalize if you want a modern cloud contact center stack

Also worth considering

3) Five9

• Good for mid-market contact centers
• Scheduling and recording available
• More straightforward to deploy, though compliance depth may be less than NICE/Genesys depending on your requirements

4) Cisco Webex Contact Center

• Strong if you already use Cisco infrastructure
• Recording and workforce tools available via platform/add-ons
• Can suit larger enterprises with IT governance needs

What to prioritize in a regulated environment

Make sure the vendor supports:

• Role-based access controls
• Audit trails
• Encryption at rest and in transit
• Retention policies / legal hold
• Selective recording pause/resume for sensitive data
• Supervisor approval workflows
• Compliance certifications relevant to your industry, such as SOC 2, ISO 27001, PCI DSS, HIPAA, or FINRA/SEC support where applicable

My short recommendation

• If compliance and workforce management are top priorities: NICE CXone
• If you want a modern cloud platform with strong scheduling and recording: Genesys Cloud CX

If you want, I can also give you a shortlist by industry — for example healthcare, financial services, or government — or compare NICE vs Genesys vs Five9 side by side.