Red Box Recorders Provides Mission Critical
Packet Recording for the Noble Group of Companies

The Recording Challenge

Red Box Recorders and their appointed partner Smartsoft Ltd.has secured the provision, service and maintenance contract for the IP packet recording solution at the Noble Group of Companies. The flagship IP product from Red Box Recorders, the RBR2620 has been installed in London and provides the ability to record,playback and analyse calls from the operations of the Noble Group from any authorised site.

The Noble Group Background

Noble is an investment bank providing a unique range of professional services to fast growth small/mid cap companies and investment vehicles. Noble's history goes back to 1980. The company has over 100 employees based in Edinburgh and London.

Noble provides services to over 200 clients through its three operating companies. All three operating companies are authorised and regulated by the Financial Services Authority. Noble & Company acts as adviser, sponsor and broker to over 40 companies with values of between £2m and £250m. Noble Corporate Management provides a range of professional business services to over 150 companies from start-ups to those with values of over £400m. Noble Fund Managers manages six investment funds ranging in size between £10m and £100m.

Due to increasing call volume and the financial nature of the calls, Noble needed to record its calls for liability purposes to protect its employees and clients for verification should disputes ever arise. Red Box Recorders were able to provide a solution perfect for their needs.

The Call Recording Equipment

The recording system, housed in the Noble’s London offices is one of Red Box’s innovative IP recorders, the RBR2620. Offering a powerful plug and play, single box solution to IP recording with optimum connectivity, the RBR2620 can be accessed remotely and calls played back over the web using a simple browser interface. Any authorised user can listen in to any conversation live.
There are currently 30 channels of IP being recorded,connected to a 3Com NBX switch.

Recorded Testimonial

'There is a lot of hype about CRM but Red Box Recorders have put customer service into practice and we trust them to deliver’
Joseph E Philipsz,
Director Noble & Company

Why Red Box?

Joseph E Philipsz, Director Noble & Company, is responsible for the smooth running of all the Noble Group sites, including the company's headquarters in Edinburgh and offices in London.

"Price isn't everything, anyone can put in a low bid but at the end of the day it's quality of service and backup support that the Noble Group needs to ensure we consistently deliver the highest service levels and meet our customers' needs. That said we compared Red Box’s prices with the rest of the market and found them to be very competitive, whilst still providing what has definitely proved to be a robust solution." says Joseph.

Reliability and ease of use were also major factors contributing to Noble’s choice of a Red Box Recorders solution. "The nature of the Noble Groups business means that we have to offer consistent and reliable information to all of our partners and clients 24/7 so we need to have it fully functioning round the clock; Red Box Recorders have ensured that errors are eliminated and that we are no longer at the mercy of misunderstandings.”

The Nobles brand is synonymous with a high degree of integrity in financial provision. To enable them to deliver these services and meet the needs of their high profile customers every year, The Noble Group demands the same service from its own suppliers. And that includes Red Box Recorders who manufacture their call recording solution.

Let Red Box Recorders Support your Recording Requirements

Red Box Recorders is a world leader in the field of mission-critical digital recording and software solutions from voice and data capture to storage, event logging, retrieval, playback and analysis. There are currently Red Box solutions in over 120 countries worldwide. Red Box Recorders offer a powerful combination of technology and service that deliver a unique set of propositions to the finance sector. We have paired a strong heritage with a flair for creativity to produce systems that are simultaneously innovative and reliable. All this and a pricing model that will permanently alter the thinking on total cost of ownership for call logging systems.

Cambridgeshire Constabulary choose
Red Box Recorders to supply call recording
for new Police Service Centre

The Recording Challenge

Red Box Recorders has been chosen by Cambridgeshire Constabulary to supply a call recording solution for their new Police Service Centre in Thorpe Wood, Peterborough. The customer call centre, which has 30 agent positions and deals mainly with non-emergency calls from across the county.

Cambridgeshire Constabulary Background

Changes in the way that Cambridgeshire Constabulary had to deal with calls from customers,resulted in the recent construction of a new Police Service Centre, designed to serve the whole of Cambridgeshire.

It was essential that all customer calls taken at the centre were recorded. Expanding their existing recording system to cover the increased call capacity was one option available; however this would have resulted in foregoing some of the necessary solution features. This lead the constabulary to consider a number of alternative products from various vendors, of which Red Box Recorders was one.

The Recording Equipment

Having won the contract and following a series of meetings between Cambridgeshire Constabulary and Red Box Recorders it was decided that the RBR2630 recorder with its high storage capacity using an external NAS device was the best solution for the job. The recorder fully integrates into the Symposium ACD, which means searches can be done on both CLI and Agent ID, making the whole process quicker.

Why the Cambridgeshire Constabulary chose Red Box?

Red Box offered a competitively priced compact and flexible recorder with a good user interface. Its ability to record both TDM and VoIP calls made it a good choice for both Cambridgeshire Constabulary’s present and planned telephony infrastructure, and the robustness of its embedded database further reassured the customer of their choice.

'Red Box Recorders holds the key to its own future in that it controls the development of key software elements of the product and has the agility needed to meet customer needs' commented Jon Lane, Head of Networks at Cambridgeshire Constabulary.

'The deployment was achieved according to plan and initial results have been very encouraging. Knowledgeable and helpful technical staff have inspired confidence and shown a welcome determination to deliver a product free of snags and thus ensure a satisfied customer'.

Recording - The Results

Installation of the Red Box Recorders solution offered the customer an opportunity to assess a new product in a self-contained deployment with the intention of making it a standard should it prove itself worthy. According to Cambridgeshire Constabulary, the experience to date suggests that they would be happy to buy more of the recorders.

With the introduction of the National Call Handling Standards they intend to evaluate the Red Box Virtual Observer add-on product to assist with assessment, training and development of staff in their Police Service Centre.

Recorded Testimonial

'Knowledgeable and helpful technical staff have inspired confidence and shown a welcome determination to deliver a product free of snags and thus ensure a satisfied customer'
Jon Lane,
Head of Networks

Let Red Box Recorders Support your Recording Requirements

Red Box Recorders is a world leader in the field of mission-critical digital recording and software solutions from voice and data capture to storage, event logging, retrieval, playback and analysis. There are currently Red Box solutions in over 120 countries worldwide. Red Box Recorders offer a powerful combination of technology and service that deliver a unique set of propositions to the finance sector. We have paired a strong heritage with a flair for creativity to produce systems that are simultaneously innovative and reliable. All this and a pricing model that will permanently alter the thinking on total cost of ownership for call logging systems.

Successful integration with Mitel 3300 IP switch
secures Pearson Government Solutions
contract for Red Box Recorders

The Recording Challenge

Red Box Recorders has won the contract to supply call recording equipment to Pearson Government Solutions for their contact centre in London Bridge. The 150-agent contact centre deals with inbound and outbound calls for Pearson Government Solutions in their role as Customer Service Centre provider for Southwark Council.

Pearson Government Solutions Background

Pearson Government Solutions is the public sector services business for Pearson plc, the £6 billion FTSE 100 international media and services company. The UK operation offers a wide range of integrated service solutions to local authorities and central government. One of their larger UK projects is the running of the Customer Service Centre programme for Southwark Council, which includes operating the contact centre.

A key element to operating the Contact Centre is to monitor and record the calls for quality assurance and training purposes. Earlier technical solutions for this were inadequate to handle the approximately 7,000 calls per day and Pearson needed to find a call recording vendor that could supply a suitable solution.

Business Challenge

Pearson’s telephony system was a Mitel 3300 IP switch. This required a call recording solution capable of recording pure IP as well as being able to capture and read encrypted data from the switch, including ‘agent ID’ and ‘call line identifier’ (CLI). Finding such a vendor became a considerable challenge to Pearson, but it was Mitel that suggested contacting Red Box Recorders who had already developed a solution fully integrated into the Mitel 3300 IP switch.

The Business Recording Solution

The Red Box Recorders RBR2620 was able to supply all of Pearson’s IP recording requirements, despite the challenge of having to record calls routed across 3 switches. All inbound and outbound calls distributed by the Mitel 3300 are now recorded and it is possible to search on numerous data fields supplied by the switch. Using Red Box Recorder’s ‘Live Acquire’ Pearson can listen to calls as they happen, as well as listening to previously recorded calls to avoid missing issues or useful information.

Why Red Box?

Pearson was looking for a local, UK supplier who was able to provide instant support and who could respond effectively to any changing requirements the business might have moving forward.

It was also looking for a solution that was easy to use and maintain and provided the necessary call information, quickly and efficiently. The solution needed to record all calls, inbound and outbound, despite the complex set up of the switch and the way that calls were routed.

Being a UK based manufacturer, in complete control of its own product development, Red Box has successfully installed and integrated the recorder with the IP switch. The Red Box team has been able to provide all aspects of Pearson’s current business and equipment needs and will continue to support and develop solutions for all future requirements.

The Results

All calls to the Southwark Council Customer Service Centre are now being recorded and ‘live’ and ‘recorded’ monitoring is fully operational, meaning that Pearson has been able to meet the Southwark Council contract requirements. Pearson is hoping to expand its Contact Centre by an additional 120 channels for the recording and monitoring of new services, which will add to their future business activity with Southwark Council.

Let Red Box Recorders Support your Recording Requirements

Red Box Recorders is a world leader in the field of mission-critical digital recording and software solutions from voice and data capture to storage, event logging, retrieval, playback and analysis. There are currently Red Box solutions in over 120 countries worldwide. Red Box Recorders offer a powerful combination of technology and service that deliver a unique set of propositions to the finance sector. We have paired a strong heritage with a flair for creativity to produce systems that are simultaneously innovative and reliable. All this and a pricing model that will permanently alter the thinking on total cost of ownership for call logging systems.

Park Retail Limited foresees continued improvement
in their Customer Care Centre, thanks to the latest
Red Box Recorders solution

Call Recording Overview

Red Box Recorders has been appointed to supply the Customer Care Centre of Park Retail Limited, part of Park Group plc, a Merseyside based player in financial services, with the very latest in call recording and agent optimisation software. The solution has been installed in Park Retail’s Birkenhead offices, from where the business is already enjoying a noticeable improvement in the service they extend to their customers and the training they offer their advisors.

Park Group Plc Background

Park Group plc was first established in 1967 when current executive chairman, Peter Johnson, founded a Christmas hamper business as part of his family’s butchery chain. Park Hamper Company was incorporated in 1969 and a pattern of growth, through skilful management and successful acquisition, enabled the company to become the major player in the weekly Christmas cash savings business. Birkenhead-based Park Group plc is a success story born out of enterprise and excellence. The group’s core business is financial services, which includes cash savings and incorporates the gift voucher business, namely the High Street Gift Voucher which is sold into both the corporate and cash savings markets.

The foundations of Park Retail’s Customer Care Centre are built on training, monitoring, feedback and management of everyday events. Agent attrition was a significant measure of service provision and whilst it was acknowledged that the Customer Care Centre offered above average standards of service, it was evident that improvements were possible through team development. Their incumbent call recording system was inflexible, inefficient and unpredictable.

Park Retail were looking for a call recording solution that would offer call monitoring and an appraisal system, while allowing them to determine the length of each call that was made. The ability to quickly retrieve calls when necessary was another prerequisite, while they were also looking for e-learning capabilities, which would empower advisors to take greater control of the future training needs of the department. Any solution they chose also needed to be compatible with their existing Inter-tel telephone system.

The Call Recording Equipment

The solution that was chosen after a competitive bidding process was a 60-channel RBR2630 recorder with Virtual Observer Agent Optimisation software including e-Learning and Training content delivery. The web based solution which is housed in their Customer Care Centre in Birkenhead allows for report scheduling, call evaluating and on line training.

Why Park Group Plc Chose Red Box Recorders

Red Box Recorders were able to accommodate and meet all of Park Retail’s criteria through system requirements, functionality and cost. Park Retail were also able to visit an existing customer site, which demonstrated to them the reliability of the product while working in a highly demanding recording environment. The Red Box team took time to build relationships with all departments involved in the project, these included the users, Telecoms and IT teams, each of which were more than happy with the technical feasibility of the solution.

Recorded Testimonial

'Red Box built relationships with all departments involved on the project, from our users to our telecoms and IT team, who were more than happy with the technical feasibility of the solution'
June Potts,
Customer Care Manager

Let Red Box Recorders Support your Recording Requirements

Red Box Recorders is a world leader in the field of mission-critical digital recording and software solutions from voice and data capture to storage, event logging, retrieval, playback and analysis. There are currently Red Box solutions in over 120 countries worldwide. Red Box Recorders offer a powerful combination of technology and service that deliver a unique set of propositions to the finance sector. We have paired a strong heritage with a flair for creativity to produce systems that are simultaneously innovative and reliable. All this and a pricing model that will permanently alter the thinking on total cost of ownership for call logging systems.