Hitachi Capital, the provider of business finance solutions to both SMEs and corporate multi-nationals, has selected Red Box Recorders to develop and implement a voice recording solution at the company’s Leeds office. It will cover 160 agents working in Hitachi Capital’s contact centre and is designed to reduce and manage customer complaints, protect and retain employees and achieve PCI Compliance for card transactions.
Red Box was chosen because of the flexibility, simplicity and security of the solution, as well as the available PCI Suppression options. This is the second Red Box system adopted by Hitachi Capital following the implementation of a similar voice recording solution at the company’s UK headquarters in Hounslow, Middlesex, for 200 agents.
The Red Box PCI Suppression module is a tool that automatically blocks out specific parts of call recordings when taking credit card details and other sensitive information. This will enable Hitachi Capital to comply with the requirement of PCI (Payment Card Industry) Data Security Standard, financial regulatory authorities and any other evidential regulations for unaltered audio.