Rostrvm, Red Box Recorders to Provide Call Centres Call Handling, Recording Applications

The U.K. based call centre software developer Rostrvm Solutions has announced a strategic partnership with Red Box Recorders.

 

Under the terms of the agreement, the companies are expected to work together to provide call centres with call handling and recording applications. These applications will maximise efficiency and improve customer service from one totally integrated platform, according to company officials.

 

This integration enables Red Box recorders to replay calls based on campaign information provided by Rostrvm Solutions’ (News - Alert) call centre management software.

 

With the out-of-the-box solution, managers can drill down campaign reports, pick out specific calls and listen back to them immediately. Officials said that this saves time and also the effort spent on searching for the appropriate recording.

 

Additionally, the integration ensures compliance with both FSA and PCI data security standards. FSA regulations state that all calls must be recorded with no edits, while PCI standards require that no customer credit card details are stored on the recording.

 

Officials said that the scripting function of the Rostrvm CallGuide software signals to the Red Box Recorder that the payment portion of the call is coming up. This enables the recorder to blank the customer’s card details out of the recording.

 

While the recording remains intact, customer's financial details are not stored, thus complying with both sets of regulations, according to officials.

 

Adam Smith, business development manager at Red Box Recorders (News - Alert), said that in the call centre industry, integrating equipment and software from different suppliers has long been a problem and often “soaks up” more resources than it should.

 

“Our partnership with Rostrvm will guarantee seamless integration between voice recorder and contact management software, thus avoiding these headaches,” he said.

 

Previously, the company was able to offer full contact management but could not offer an integrated voice recording solution, said Ken Reid, marketing director at Rostrvm, adding that this forced customers to choose between suppliers.

 

“Working with Red Box means that we can offer any customer the call handling infrastructure and recording capability they need,” said Reid.