Red Box is the leading dedicated voice specialist, empowering organizations to capture, secure and unlock the value of enterprise wide voice. With the most open and connected platform, they capture and transcribe voice communications from over 55 systems (legacy and new), across global enterprises and SMEs. Red Box customers retain complete data sovereignty and are connected to Red Box’s unrivalled partner ecosystem to maximize the value of captured voice data.
Red Box is the leading dedicated voice specialist, empowering organizations to capture, secure and unlock the value of enterprise wide voice. With the most open and connected platform, they capture and transcribe voice communications from over 55 systems (legacy and new), across global enterprises and SMEs. Red Box customers retain complete data sovereignty and are connected to Red Box’s unrivaled partner ecosystem to maximize the value of captured voice data.
Red Box's smart, scalable and forward-thinking technology is backed by an established global infrastructure to deliver the highest levels of quality, service and support. They are trusted by leading organizations across financial, contact centre, government and public safety sectors (including six of the world’s top banks, 85% of global inter-dealer brokers, 1,700 call centres and over 70% of UK police forces) and they capture and secure millions of calls daily for over 3,000 customers around the world.
A UK-based business with a substantial global reach, Red Box was originally founded in Nottingham and their headquarters remain located there. The core teams are based out of this office, including Development and their 24/7 Support team. With regional head offices in London, New York and Singapore, Red Box also have in-country team members within the different regions they serve, delivering excellence to their global customers, partners and resellers.
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Bay Street EST. 1861 are an accredited Red Box reseller. Through our partnership with Red box, we provide you with the most resilient, open and connected voice capture platform. Unlock the value of captured voice through seamless integration with your choice of applications or services via free and open APIs or by utilizing Red Box’s Quantify application suite, or a combination of both.
Why work with Bay Street EST. 1861?
· Red Box reseller in Canada
· Committed to delivering outstanding customer service and support
· Dedicated to helping you achieve unrivalled productivity
About Red Box
Red Box is the leading dedicated voice specialist, empowering organizations to capture, secure and unlock the value of enterprise wide voice. With the most open and connected platform, we capture and transcribe voice communications from over 55 systems (legacy and new), across global enterprises and SMEs. Our customers retain complete data sovereignty and we connect them to the broadest partner ecosystem to maximize the value of captured voice data.
Working with our global reseller channel, we are trusted by leading organizations across financial, contact centre, government and public safety sectors (including six of the world’s top banks, 85% of global interdealer brokers, 1,700 call centres and over 70% of UK police forces) and we capture and secure millions of calls daily for over 3,000 customers around the world.
Solutions for a Voice First World
Choose a solution that captures all conversations:
Capture, secure and unlock the inherent value of enterprise-wide voice with Red Box, a leading global provider of secure and resilient voice capture solutions.
With the most open and connected platform, Red Box capture all voice communications from anywhere, irrespective of source - without needing to change your existing telecoms infrastructure and backed by unrivalled resilience and service excellence.
Never miss a spoken word
Installed on just one server, or virtualized, the Red Box recorder can capture analogue, digital, mobile, radio and IP telephony communications, as well as SMS, instant messages, and PC screens with Quantify screen data capture.
Highly resilient With automated failover between primary and secondary servers and the option of purchasing back up channels, Red Box supports the highest levels of resilience. Easily configurable alarms can be set to keep you up to date about system performance.
Flexible deployment options
For flexibility, Red Box Quantify supports on-site, virtual and hosted deployment models. Whichever option you choose, it’s easily saleable so can grow with your organization.
Recorded communications are stored in the recorders local CallStore, with options for storage extensions or archiving to external network storage. Configuration options provide support for retention policies and regulatory compliance.
Red Box Quantify is compatible with communication platforms across major telephony vendors and financial trading systems.
By working with the world's leading vendors, Red Box offer the assurance that their recording solutions meet the highest standards for integration and interoperability.
A choice of powerful applications
Red Box's application suite helps maximize the value of voice data
Quantify Search and Replay
Retrieve recordings and replay conversations via our built-in Media Player based on your chosen search criteria. The perfect application for efficiently searching large volumes of spoken audio content, whether that’s for investigation, dispute resolution, call and transaction validation, or compliance checking.
Quantify Live Acquire
Monitor and listen to calls as they happen. A great application for managers and supervisors to provide real-time coaching and assistance.
Quantify Event Reconstruct
Build a visual timeline of events and replay recordings sequentially or concurrently. A very useful application for collating recordings from multiple sources to compile evidence needed for auditing, disclosure and compliance.
Quantify Quality Management
Identify trends and employee training needs by automatically sampling calls for assessment and creating custom scoring forms based on set evaluation criteria.
Proactively check the status of your recording system through a visual dashboard and hands-off email reports. Access the data needed to understand and monitor system performance and prevent problems.
Our agent controls, within the Red Box Workstation Client, provide optional client-side features to help control data that is being captured for each conversation such as PCI Suppression, Call annotation and Record on demand capabilities.
Maximizing the value of voice
You are in control of your voice data, and with free and open REST-based APIs, Red Box enable you to integrate seamlessly with your existing and future business systems and take advantage of our best of breed partners to unlock additional value. From storage and archiving to analytics, AI, Business Intelligence, CRM, and compliance tools, you’re free to use whatever works best for your organization.
The Red Box transcription service helps ensure regulatory compliance and saves valuable time, whilst delivering even more insight from the conversations taking place in your organization
Red Box offer a comprehensive API architecture giving you complete access to control your Red Box recorders and integrate seamlessly with your existing and future business systems.
ü Transition data from your legacy recorders with our Ingestion API
ü Control, Provision and Administer channels and users within your recorder
ü Integrate with your CRM for PCI Suppression
ü Search and Access calls and metadata from your preferred application
ü Use the Export API to push Call metadata, audio and transcriptions into your CRM or Archive
ü Access system health and availability from your chosen IT management platform
Voice Data Controller
The Voice Data Controller from Red Box provides organizations with a seamless way to consolidate customer voice data within Salesforce® to provide a single view of customer interactions and unlock the value of enterprise-wide captured voice communications.
Banks, hedge funds and brokerages operate in one of the most heavily regulated industries in the world. Remaining compliant continues to become more complex and resource dependent.
By capturing conversations across trading floors and offices, Red Box solutions can facilitate compliance with legislation requiring the full capture of voice/data communications for record keeping, such as MiFID II. As a result, organizations can improve operational transparency, deter market abuse and mitigate risk.
· Encrypted frame-based recording – This unique method of saving and storing recorded data is super secure and highly efficient.
· Resilience – Automated failover options provide the protection needed to keep businesses operational and compliant.
· Data Retention – Gain complete control of your retention policies and ring-fence calls on litigation hold to ensure compliance
· Audit – Using our transcription service, ensure compliance is being achieved across 100% of calls with the ability to search for specific words and phrases and review as text transcripts to check staff are adhering to scripts and/or covering required legal information and industry regulations.
· Review – enjoy seamless integration with leading analytics and archiving tools, including Bloomberg Vault.
To find more out about the attitudes, preparedness and concerns of other businesses around MiFID II and how to make business solutions work beyond compliance by putting in systems that will help to unlock the true potential of data collected, and be able to leverage valuable insight to improve performance and customer experience!
Contact Centre Compliance
In competitive industries where customer loyalty can be easily lost through poor service, the performance level of contact centres is vital. By capturing an unequivocal record of conversations, we help contact centres comply with internally and externally enforced standards, quickly investigate and resolve complaints and identify employee training needs. Quantify integrates with leading telephony, UC and contact centre agent and supervisor systems to offer seamless solutions for small, medium and enterprise level organizations.
· Replay recordings on demand – By capturing voice recordings and metadata, our Search and Replay app makes it easy to search for and retrieve the recordings that are of interest to you.
· Listen to conversations as they happen – Monitor any live recording across your organization with our LiveAquire app to provide real-time coaching and assistance to employees.
· Capture screen recordings – Recording screens as well as voice and data offers the ability to monitor employee application handling skills and identify system abuse.
· Achieve PCI compliance – Comply with PCI DSS security standards through automatic or manual suppression of customer card payment details from audio and screen recordings.
· Scaleability – Our flexible solution makes it easy to capture additional channels when needed.
Public Safety Compliance
For safety-minded organizations such as the emergency services, transportation and construction companies, the recording of voice and data communications is key to providing a fast, efficient and well-organised response. Quantify Recording Suite captures communications across control rooms and from public safety workers in the field. This allows important details to be verified, incidents reconstructed for evidence gathering, and improvements made to quality and training procedures.
· Accurately investigate incidents – By combining recordings from multiple sources with our event reconstruct tool it’s possible to build a visual timeline of events to compile evidence needed for investigations, audits and more.
· Search for spoken words and phrases – With intelligent phonetic-based searching, quickly and accurately mine large volumes of audio content for spoken words and phrases.
· Extensive connectivity – We integrate with the widest range of telephony and UC platforms to offer seamless recording solutions.
Call Recording GDPR compliance
Controlling and processing and maintaining records of recorded communications data will be a key consideration in organizations preparation for the GDPR, which takes effect on 25th May 2018. Red Box provides a set of tools to build into your data management processes, in full support of your compliance obligations to:
· Capture consent
· Find & Identify records associated with specific individuals
· Delete or port records when required
· Protect your data
Find out more about how we can support your GDPR requirements at Bay Street EST. 1861
Voice Data Controller for Salesforce®
Fuel the best agent & customer experience by enabling secure and accurate mapping of conversations to contacts, accounts and leads within Salesforce® with the Red Box Voice Data Controller application.
Never miss a spoken word - capture all conversations across your business.
• Capture & align ALL calls to Salesforce® contacts, accounts & leads
• Search for keywords in transcriptions
• Replay audio at the click of a button directly within Salesforce®
• Analyse calls using native Salesforce® reports & dashboards
• Available on the AppExchange
• Lightening ready
Red Box is a leading global provider of secure and resilient voice capture solutions from over 55 UC and telephony platforms.
Bay Street EST. 1861, as an experienced Red Box partner, are introducing Red Box’s Voice Data Controller application for Salesforce® to fuel the best agent & customer experience. It enables secure and accurate mapping of conversations to contacts, accounts and leads within Salesforce®, ensuring complete visibility of your customer interactions in an easy to access central location.
Get in touch to see how Bay Street EST. 1861 can help revolutionize your Salesforce deployment.
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