COMPLIANCE RECORDING FOR CONTACT CENTRESENHANCING SERVICE THROUGH PEOPLE-CENTRED COMMUNICATIONS CAPTURE.

In 2017

Voiceaccounted for

80%of inbound contact centre interactions

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*Source: Contact Babel, UK Contact Centres: 2018-2022

RECORDING SOLUTIONS FOR CONTACT CENTRESImproving quality of service while reducing operational costs are key aims of every contact centre. By capturing and analysing customer and workforce communications, your business can achieve both goals.

Capturing voice and data

Red Box helps contact centres improve quality of service, optimise operational performance, and quickly resolve disputes. We provide a comprehensive and trusted software solution for organisations that want to capture, secure and analyse voice for compliance, workforce optimisation, and incident reconstruction.

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FOR ALL YOUR RECORDING NEEDSLearn more about our Quantify Recording Suite, designed to aid compliance within contact centres and how it helps to:

THE ADVANTAGES OF RECORDING

Offering valuable insight into what customers think about your company, products and services

RECORDING BENEFITS YOUR ORGANISATION BY:

Helping to identify ways to reduce call handling time & improve first call resolution (FCR).

Allowing swift investigation of complaints for dispute resolution

Aiding the identification of training needs to improve employee skills and confidence

Enabling compliance with internally and externally enforced regulations, policies & standards

CAPTURE, CONTROL & REPLAY RECORDINGS

Audio can be captured from 55+ UC and telephony systems, contact centre solutions, mobile and radio as well as SMS, IM, screen capture, and video.

Recording can be controlled using the Red Box WorkStation Client which enables capabilities such as PCI suppression, providing a flexible and simple approach to support Payment Card Industry (PCI) compliance by ensuring sensitive information is not captured, and Call annotation, which can be used to support GDPR requirements to add supporting data to calls, such as the collection of consent to record the conversation. Annotations can be tracked, audited and reported on making it easier to search for specific call scenarios at a later date.

Our Quantify Search and Replay app then provides the ability to quickly replay incoming, outgoing and internal calls, a key feature for contact centres that need to verify data and understand more about business trends.

With metadata-based search functionality and an integrated Media Player, Quantify Search and Replay provides a powerful means of retrieving and reviewing any recording. Our solutions are then further enhanced by our transcription service which enables organisations to extend the analysis of spoken voice with accurate and timely transcripts which complement our audio capture and retrieval.

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MONITOR & ENHANCE QUALITY AND CUSTOMER EXPERIENCE

With customer loyalty easily won or lost, it’s vital for contact centres to comply with call handling standards and deliver the highest possible levels of service.

Our Quantify Quality Management (QM) application helps contact centre managers and team leaders monitor and improve quality.

By automatically sampling recordings, it allows supervisors to conduct random custom employee assessments and track company-wide standards with built-in reports.

By using our transcription service, transcripts can be reviewed to analyse trends from conversations and identify patterns in customer behaviour, providing better insight.

Our Voice Data Controller application then provides organisations with a seamless way to consolidate customer voice data within Salesforce® providing a single view of customer conversations, allowing agents and sales representatives to easily review and validate calls using transcripts in context with the customers record.

IMPROVE RECORD MANAGEMENT & GAIN EXTRA VALUE

We know how valuable our customers data is to them, which is why we give them access to it, no strings attached. A variety of storage and configuration options are available so that our solutions provide the tools organisations need for retention policies and regulatory compliance, ultimately giving them control of the data their business consumes.

We enable the export of records which can be used in conjunction with our call annotation & tagging tools to identify relevant calls for deletion. We can also integrate with CRM, compliance archiving & analytics platforms to allow organisations to get additional value from their communications data.

Our Transcription service provides further value through the insight gained from voice conversations. With communications transcribed to text, everyday calls are turned into useful data. Unlike audio, transcribed audio files can be processed by business systems to extract insight.

Each business has unique data requirements so we work with best of breed partners that let organisations access, control and combine their data via our open API platform.

A CHOICE OF POWERFUL APPLICATIONSQuantify offers the application set needed to support fact verification, trade reconstruction and regulation adherence.

QUANTIFY SEARCH AND REPLAY

Retrieve recordings and replay conversations via our built-in Media Player based on your chosen search criteria. The perfect application for efficiently searching large volumes of spoken audio content, whether that’s for investigation, dispute resolution, call and transaction validation, or compliance checking.

QUANTIFY LIVE ACQUIRE

Monitor and listen to calls as they happen. A great application for managers and supervisors to provide real-time coaching and assistance.

QUANTIFY EVENT RECONSTRUCT

Build a visual timeline of events and replay recordings sequentially or concurrently. A very useful application for collating recordings from multiple sources to compile evidence needed for auditing, disclosure and compliance.

QUANTIFY QUALITY MANAGEMENT

Identify trends and employee training needs by automatically sampling calls for assessment and creating custom scoring forms based on set evaluation criteria.

QUANTIFY INSIGHT

Proactively check the status of your recording system through a visual dashboard and hands-off email reports. Access the data needed to understand and monitor system performance and prevent problems.

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EVENT NOTIFY

INGESTION

SEA

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& R

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CALL HANDLINGPROVISIONING &

EXPORT

Transition data from your legacy recorders with our import API

Control, Provision and Administer channels and users within your recorder

Integrate with your CRM for PCI Suppression

Search and Access calls and metadata from your preferred application

Use the Export API to push call metadata, audio and transcriptions into your CRM or Archive

Access system health and availability from your chosen IT management platform

Red Box offers a comprehensive API architecture giving you complete access to control your Red Box Recorders and integrate seamlessly with your existing and future business systems.

OPEN INTEGRATION

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MANAGEMENT

By working with the world’s leading IT and telephony vendors we offer the assurance that our advanced recording solutions meet the highest standards for integration and interoperability.

WORKING CLOSELY ALONGSIDE OUR PARTNERS

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With over 28 years’ experience, we are compliance

recording specialists

We are partnered with key technology vendors for

broad connectivity

Our solutions are trusted by organisations

globally

An extensive network of global channel partners has

chosen to partner with us

We deliver software that’s easy to install,

use and maintain

DISCOVER MOREContact our specialist team today to discuss your recording needs and arrange a one-to-one demonstration.

JUST FIVE REASONS TO GET IN TOUCH:

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