Merlin Housing Society reported that it expected to complete the implementation of a voice recording system from Red Box Recorders at its three offices around Bristol during May 2013. The new system will be integrated with Merlin’s newly-upgraded Mitel telephony platform.
Merlin will be using the quality management, replay to phone and audio-search modules of Red Box Recorders’ Quantify system, enabling the housing provider to automate agents’ evaluations for standards-based training and to improve customer service.
The system will also use Red Box Recorders’ PCI suppression module which automatically blocks out specific parts of call recordings without fragmenting the call record when taking card payment details and other sensitive information, yet keeps it as a single call record. This will enable Merlin to comply with the Payment Card Industry (PCI) data security standard, regulatory authorities and any other evidential regulations for unaltered audio while taking payments for rent and repairs.
David Edge, senior ICT support engineer, Merlin Housing Society, said, “We’ve been considering call recording for some time as a way to improve customer service and to help resolve disputes. We were very impressed by the Red Box solution, particularly its easy to use interface and its ability to be deployed on a VMware-based infrastructure.”
Lee Jones, COO, Red Box Recorders, said, “We have also agreed to further enhance the solution for Merlin with a replay to SIP phone capability because, due to its thin client environment and confidentiality requirements, it needs the playback to be via handsets rather than via desktop.”