Rostrvm Solutions Partners With Red Box Recorders
Strategic partnership will enable call centres to meet
essential KPIs including efficiency and improved customer service,
as well as ensure FSA and PCI compliance
Woking (UK) – February 2009.
Rostrvm Solutions, a leading UK call centre software developer,
has today announced a strategic partnership with Red Box Recorders.
The companies will work together to provide call centres with call
handling and recording applications which maximise efficiency and
improve customer service from one totally integrated platform.
The unique integration means that Red Box recorders can now replay
calls based on campaign information provided by Rostrvm Solutions’
call centre management software. The out-of-the-box solution allows
managers to drill down into campaign reports, pick out specific
calls and listen back to them immediately – saving time and effort
spent searching for the appropriate recording.
The solution allows both companies to satisfy the integrated
management and monitoring needs of existing and new customers.
“Integrating equipment and software from different suppliers has
long been a problem in the call centre industry 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,” said Adam
Smith, business development manager, Red Box Recorders.
In addition, this integration ensures compliance with both FSA and
PCI data security standards. FSA regulations state that all calls
must be recorded with no edits, but PCI standards also require that
no customer credit card details are stored on the recording. The
scripting function of the rostrvm CallGuide software signals to the
Red Box Recorder that the payment portion of the call is coming up,
allowing the recorder to blank the customer’s card details out of
the recording. The recording remains intact, but the customer’s
financial details are not stored, thus complying with both sets of
regulations.
“Previously we could offer full contact management but we didn’t
offer an integrated voice recording solution, leaving our customers
forced to choose between suppliers. Working with Red Box means that
we can offer any customer the call handling infrastructure and
recording capability they need,” explains Ken Reid, Marketing
Director, Rostrvm Solutions.
For further information on the Rostrvm and Red Box integrated
solution please visit
www.rostrvm.com,
www.redboxrecorders.com or call 0800 6122 192.
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