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Wales and West Utilities Call Center Solution Selects Red Box Recorders for Enhanced Customer Service

September 19, 2011

By Madhubanti Rudra, TMCnet Contributor

Red Box Recorders (News - Alert), a global provider of software-based voice recording for financial services, public safety and contact centers clients, recently announced the winning of a new client.

In a press release, the U.K.-based company clarified that it has been selected to provide a call recording system at Wales & West Utilities' main call center in Coedkernew, Newport.

Under the contract, Red Box will develop and install the call recording solution at the facility. The new solution, which seamlessly integrates with the Alcatel telephony platform in operation at the call center, will replace an existing legacy system and provide a 150-channel recorder that integrates seamlessly. This user-friendly solution is expected to offer the call center high level of cost efficiency and stability.

The new solution will enable Wales & West Utilities to record and access call data quickly and effectively to monitor performance and respond better to customers.

“Our software solution provides a simple and effective means of monitoring and recording audio communications. This not only enables organizations to comply with all regulations and internal policies, but also to enhance customer service by quickly resolving enquiries and managing performance and quality,” COO at Red Box Recorders Lee Jones explained in a statement.

Recently Red Box completed successful installation of a similar solution for the gas distribution business at another site in the region. This achievement earned the company the status of preferred recording partner by Freedom Communications.

“We needed a system that effectively integrates with our telephony platform, whilst providing high levels of cost efficiency, stability and ease of use. Red Box has already demonstrated its capabilities in another of our contact centers, so we have total peace of mind in this latest solution for our main site at Coedkernew,” head of infrastructure at Wales & West Utilities Dave Harrison commented in a statement.

Few months back, Red Box Recorders announced the launch of its own embedded mobile phone recording solution making it the first and only major voice-recording vendor in the world to develop its own technology to cover this vital area.


Madhubanti Rudra is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.

Edited by Juliana Kenny

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