Reseller Freedom has formed a partnership agreement with call recording specialist Red Box Recorders. The two companies will work together to offer comprehensive call recording solutions to contact centre operations across both public and private sectors.
Call recording continues to see strong growth in these markets driven by new call handling standards being rolled out across government departments and local authorities and new Financial Services Authority (FSA) regulatory requirements which will make recording of FSA-regulated financial product sales and advise calls compulsory from March 2009.
Red Box Recorders single server solution is capable of recording all communications to ensure compliance and support investigation of any customer complaints. Voice recording is required by the FSA and is compulsory for all trading desks and finance houses to provide a complete authenticated record (audit trail) for all transactions.
Red Box Recorders platform also offers selective recordings based on pre-defined parameters or simply to provide a statistically valid sample of calls for analysis. It also offers screen recording which holds not only the voice call itself but the entire recording of all screen activities during the call. These recordings can be used to determine operational effectiveness, systems/process performance and define training requirements in contact centres.
Chris Luff, sales director, Freedom, commented: “We are already seeing major opportunities working with Red Box Recorders in the local government and financial services markets in particular. This complements our secure communications solutions portfolio which encompasses the full range of voice, data and media solutions.”
Will Hopkins, national account manager, Red Box Recorders, commented: “Red Box Recorders and Freedom are very well aligned from a technical and cultural perspective. We are an Alcatel-Lucent technology partner, and as such have designed our products to integrate easily with Alcatel-Lucent solution set regardless of the size of the system being deployed. Freedom is the largest Alcatel-Lucent reseller in the UK, so our partnership is a natural progression to offer additional value to freedoms customers.