As part of its strategy of ensuring that all tenant communications are clear, easy to understand and free of jargon, Merlin Housing Society identified voice recording as a means of monitoring operational performance and training its staff, with Red Box Recorders in partnership with NG Bailey being selected as system providers.
In March 2013, Red Box provided the solution to integrate with Merlin Housing’s newly-upgraded Mitel telephony platform in its Bristol offices. Merlin Housing selected the Quality Management, Replay to Phone and AudioSearch parts of Red Box’s Quantify system which enables it to automate the process of evaluating its agents for standards-based training.
Nicholas Collins, senior ICT support engineer, Merlin Housing Society, said, “We were looking at call recording as a way to improve customer service and help resolve disputes. We were very impressed by the Red Box solution, particularly its easy-to-use interface and ability to deploy on a VMware-based infrastructure.”
The system also uses Red Box’s Quantify PCI Suppression module which automatically suppresses specific parts of calls, such as when taking credit card details and other sensitive information, keeping the entire call as a single record without fragmentation. This enables Merlin Housing to comply with PCI-DSS requirements, regulatory authorities and any other evidential requirements for unaltered audio when taking payments for rent and repairs over the phone.
Red Box further enhanced the system with ‘replay to SIP phone’ capability because Merlin Housing needed the play-back to be via handsets rather than via desktop due to a combination of its thin client environment and confidentiality requirements.