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Red Box to Provide Call Center Recording at Wales & West Utilities

By Tracey E. Schelmetic
TMCnet Contributor

Voice recording solutions company Red Box Recorders (News - Alert) has been chosen to provide a call recording system at Wales & West Utilities' main call center in Coedkernew, Newport in Wales. The solution will replace an existing legacy system and integrate seamlessly with the utility's existing Alcatel telephony platform.

The company was appointed as preferred recording partner by unified communications and call center reseller Freedom Communications following the successful installation of a similar solution for the gas distribution business at another site in the region, according to the UK's Industry Today.

At Wales & West Utilities, Red Box has been engaged, with the help of the reseller, to develop and install the call recording solution, which will provide a 150-channel recorder, integrated with the telephone system, allowing the call center to record and access call data quickly and effectively to monitor performance and improve customer response and satisfaction.

Dave Harrison, head of Infrastructure at Wales & West Utilities, said, “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.”

Lee Jones, COO of Red Box Recorders, commented, “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 inquiries and managing performance and quality.”