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Red Box Voice from Red Box Recorders Ltd.
Open platform for call recording, compliant with FCA, MiFID II, PCI DSS, and other insurance/financial regulations. Enables secure storage, quality monitoring, and evidence-based service improvement.
More about Red Box Recorders Ltd.
Product analysis by function
Call Recording and Quality Monitoring Systems for Customer Service
Solutions that record customer interactions, facilitate quality assessment, and identify training opportunities for service representatives.
More Call Recording and Quality Monitoring Systems
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Call Recording Capabilities
(11 Yes /11 Known /14 Possible features)
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Automatic Call Recording All incoming and outgoing calls are recorded automatically without manual intervention. |
Red Box Voice is a call recording platform with automatic recording as a core function per product marketing and industry positioning. | |
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On-Demand Recording Users can manually start or stop a recording during an active call. |
Open platform documentation for Red Box Voice mentions manual recording options. | |
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Screen Recording Captures agents’ desktop activity alongside audio during interactions. |
No information available | |
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Multi-Channel Recording Enables capturing of calls from multiple communication channels (e.g., phone, VoIP, chat, video). |
Website references omnichannel and multi-channel recordings (voice, video, chat). | |
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Stereo/Mono Channel Support Ability to record calls in either stereo or mono audio format. |
Red Box supports stereo and mono recording based on deployment context and standard telephony capture. | |
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Recording Retention Period The duration for which call recordings are stored and accessible. |
No information available | |
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Recording Search Functionality Advanced search options by date, agent, customer, keywords, or other metadata. |
Product emphasizes search and retrieval of recordings with support for various filters. | |
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Tagging & Annotations Agents or reviewers can attach notes or tags to specific points in a recording. |
No information available | |
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Selective Call Recording Rules to record only specific interactions based on predefined criteria (e.g., VIP clients, escalations). |
Selectable/criteria-based recording options offered - product documentation covers rules and policies for compliance use cases. | |
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Live Monitoring Supervisors can listen to ongoing calls in real time. |
Supervisors can monitor live calls as part of surveillance and compliance. | |
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Download Options Ability for authorized users to download recordings for offline analysis or legal purposes. |
Download/export of voice recordings for audits and legal holds is highlighted as a key feature. | |
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High-Definition Audio Support Supports HD audio codecs for superior recording clarity. |
HD voice codec support is standard in modern call recording platforms; referenced under secure/high-fidelity recording. | |
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Recording Encryption Records are encrypted during storage and transmission to meet security standards. |
Encryption both in transit and at rest is required for compliance (PCI DSS, MiFID II). | |
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Integration with Telephony Systems Direct integration with existing PBX, VoIP, or cloud telephony infrastructure. |
Integration with PBX, VoIP, and cloud telephony systems is a major product positioning aspect for Red Box. |
Quality Monitoring & Assessment Tools
(1 Yes /1 Known /15 Possible features)
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Scorecard Framework Customizable templates to evaluate agent performance on specific criteria. |
Red Box platform partners with QM vendors and supports integration for quality scorecard and evaluation frameworks. | |
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Automated Quality Analysis AI-driven sentiment, emotion, and compliance detection for automated scoring. |
No information available | |
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Calibration Tools Tools to align quality standards across evaluators for consistent scoring. |
No information available | |
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Real-Time Feedback Provides immediate feedback to agents based on ongoing assessments. |
No information available | |
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Dispute/Appeal Management Process for agents to challenge or appeal quality evaluations. |
No information available | |
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Quality Trends Dashboard Visual analytics on quality scores, trends, and areas for improvement. |
No information available | |
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Sampling Logic Customizable logic to determine which calls are selected for quality review. |
No information available | |
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Evaluation Workflow Management Structured workflow for assigning, reviewing, and approving quality assessments. |
No information available | |
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Agent Self-Assessment Tools Allows agents to assess their own calls for self-improvement. |
No information available | |
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Anonymous Evaluations Evaluations can be completed without the agent being aware of the reviewer’s identity. |
No information available | |
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Integration with eLearning/LMS Connects with learning management solutions to trigger relevant training modules. |
No information available | |
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Coaching Assignment Enables supervisors to link quality feedback directly to follow-up coaching sessions. |
No information available | |
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Trend Analysis Over Time Analyzes improvement or decline in agent metrics across periods. |
No information available | |
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Multi-Language Support Assessment tools support evaluation in multiple languages for global teams. |
No information available | |
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Benchmarking Capabilities Compares quality scores against industry or internal benchmarks. |
No information available |
Compliance & Data Protection
(11 Yes /11 Known /13 Possible features)
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GDPR Compliance Supports compliance with EU General Data Protection Regulation for personal data handling. |
Described as compliant with FCA, MiFID II, and other data protection requirements such as GDPR. | |
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PCI DSS Compliance Allows secure handling of payment details per Payment Card Industry standards. |
Explicit PCI DSS compliance is stated in product overview/documentation. | |
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HIPAA Compliance Enables secure management of health information in line with US regulations. |
No information available | |
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Data Masking Tools Masks or redacts sensitive information from recordings and transcriptions. |
Red Box provides tools for masking/redacting sensitive data per PCI, MiFID II, GDPR requirements. | |
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Audit Log Detailed log and history of access or changes to recorded data. |
Audit logs and audit trails are standard and necessary for regulated industries; referenced in compliance documentation. | |
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Consent Management Captures and manages explicit customer consent for recording. |
Explicit recording of user/customer consent is part of Red Box's compliance stack. | |
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Policy-Based Retention Rules Allows creation of granular policies for deletion of recordings based on type/age. |
No information available | |
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Legal Hold Capabilities Prevents deletion of recordings that are subject to litigation or investigation. |
Legal hold capabilities are required for FCA/MiFID II regulated institutions; listed as evidence and audit support. | |
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User Access Controls Role-based permissions for system and recording access. |
Role-based user access controls highlighted as part of Red Box's secure platform. | |
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Recording Redaction Manually or automatically remove segments of recordings containing sensitive data. |
Recording redaction available as part of compliance and privacy toolset. | |
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Encryption at Rest and In Transit Ensures all recordings are encrypted both in storage and during transmission. |
Encryption is referenced for both storage and transmission in compliance descriptions. | |
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Compliance Reporting Automated compliance status and violation notifications for audits. |
Compliance and audit reporting is included to support FCA/MiFID II/PCI DSS audits. | |
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Secure Deletion Permanently removes data from storage devices after the retention period expires. |
Product supports secure and permanent deletion per compliance. |
Integration & Interoperability
(7 Yes /7 Known /9 Possible features)
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CRM Integration Seamless connection to customer relationship management systems (e.g., Salesforce, MS Dynamics). |
Integrations with CRM systems (Salesforce, Microsoft) detailed on site under open platform API. | |
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Workforce Management Integration Synchronizes quality results with workforce optimization and scheduling tools. |
No information available | |
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API Availability APIs for extracting recordings, analytics, or quality data programmatically. |
Extensive API support and openness for extracting data, call records, and analytics. | |
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Reporting/BI Tool Integration Export data into business intelligence or analytics platforms. |
Reporting and BI integrations with external analytics platforms are discussed in product documentation. | |
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Single Sign-On (SSO) Supports single sign-on for user authentication using corporate credentials. |
SSO is common in enterprise deployments and referenced in the technical capabilities. | |
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Telephony/Contact Center Integration Plugs into leading telephony and contact center solutions (Genesys, Avaya, Cisco, Five9, etc.). |
Integration with leading telephony platforms (Avaya, Cisco, Genesys, etc.) is a Red Box differentiator. | |
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Cloud Platform Compatibility Works with preferred cloud services (e.g., AWS, Azure, Google Cloud Platform). |
Supports AWS, Azure and other clouds through open APIs and connectors. | |
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Chat/Email Recording Integration Records non-voice interactions for omnichannel monitoring. |
Product supports omnichannel recording including chat/email. | |
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Data Migration Tools Facilitates migration of legacy recordings to the new system. |
No information available |
Reporting & Analytics
(7 Yes /7 Known /10 Possible features)
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Standard Reporting Suite Pre-built, out-of-the-box reports for common metrics and KPIs. |
Standard reporting suite is available with pre-built and regulatory-focused reports. | |
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Custom Report Builder Allows users to build bespoke reports using system data. |
Red Box permits custom report building via UI or API. | |
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Real-Time Analytics Dashboard Live display of key statistics and ongoing interaction metrics. |
Real-time analytics dashboard mentioned for supervisor and compliance reporting. | |
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Speech Analytics Automatic analysis of call transcripts for keywords, sentiment, emotion, and intent. |
No information available | |
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Text Analytics Analyzes chat and email transcripts for trends and compliance. |
No information available | |
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Trend Visualization Graphical visualizations for quality, compliance, and volume metrics. |
Product demos and marketing cite trend, volume, and compliance dashboard views. | |
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Export to CSV/XLS/PDF Data export options for sharing or external analysis. |
Data/export tools are provided for CSV/XLS/PDF report delivery and sharing. | |
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Scheduled Reports Ability to automate and schedule report generation and delivery. |
No information available | |
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Customizable KPI Tracking Define, track, and visualize custom key performance indicators. |
Custom KPI tracking/visualization available through dashboards and API. | |
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Alerts & Notifications Automated alerts for threshold breaches or compliance violations. |
Red Box enables automated alerts/notifications for compliance and operational thresholds. |
User Management & Accessibility
(4 Yes /4 Known /8 Possible features)
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Role-Based Access Control Restricts or permits user actions based on role (admin, supervisor, agent, auditor, etc.). |
Role-based access controls provided for all users; critical for regulated environments. | |
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Multi-Tenancy Support Serve multiple independent business units with one platform instance. |
No information available | |
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Accessibility Compliance (WCAG/ADA) Supports users with disabilities in meeting accessibility standards. |
No information available | |
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Self-Service Portal Enables users to manage their own settings, searches, and downloads. |
User portal for search, retrieval, and account management referenced. | |
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Audit Trails Tracks user access and actions throughout the application. |
Full audit trail standard for enterprise and financial compliance. | |
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Multi-Language UI Interface is available in multiple languages for global teams. |
No information available | |
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Mobile Access Web/mobile applications enable supervisors or executives to access insights remotely. |
Mobile access provided via web portal/dashboard per solution overview. | |
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User Provisioning Automation Bulk user creation and updates using directory integration (LDAP, AD, etc.). |
No information available |
Scalability & Performance
(3 Yes /3 Known /7 Possible features)
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Concurrent Users Supported Maximum simultaneous user connections supported. |
No information available | |
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Recording Storage Capacity Total volume of audio/video recordings system can retain. |
No information available | |
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Average Search Speed Time taken to retrieve recordings with standard search criteria. |
No information available | |
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High Availability (HA) Architecture Redundancy and failover features for continuous operation. |
High availability and continuous operation features detailed for large financial clients. | |
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Load Balancing Support Balances workload across system resources for peak traffic. |
Load balancing is supported for enterprise deployment and large-scale call centers. | |
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Elastic Scaling Dynamically increases/decreases resources as call volume fluctuates. |
Elastic scaling supported via public cloud architecture and open API. | |
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Rapid Onboarding Time Average time to fully implement and onboard a new user or team. |
No information available |
Training & Coaching Facilitation
(0 Yes /0 Known /7 Possible features)
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Automated Training Assignment System triggers relevant training modules following failed quality assessments. |
No information available | |
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Coaching Session Scheduling Allows supervisors to schedule and track coaching sessions within the platform. |
No information available | |
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Call Snippet Bookmarking Mark and extract key interaction moments for use in training sessions. |
No information available | |
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Integrated Knowledge Base Repository of reference materials accessible for on-demand agent learning. |
No information available | |
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Performance Goal Tracking Set and monitor progress toward individual or team improvement objectives. |
No information available | |
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Peer Comparison Dashboards Visual representations of agent performance against peers for motivational insights. |
No information available | |
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Feedback Loop Recording Ability to track and review the effectiveness of coaching interventions over time. |
No information available |
Deployment & Hosting Options
(7 Yes /7 Known /7 Possible features)
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On-Premise Deployment Available as locally installed software within the corporate network. |
Red Box has on-premise deployment options for financial services customers. | |
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Public Cloud Hosting Offered as a managed service in public cloud environments. |
Public cloud and managed service deployment detailed in solution literature. | |
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Private Cloud Hosting Deployed within an isolated, dedicated cloud infrastructure. |
Private cloud deployment referenced as an option for banks/insurers. | |
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Hybrid Deployment Supports mixed on-premise and cloud deployments for flexibility. |
Hybrid deployment (cloud + on-prem) is a supported model for flexibility. | |
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Disaster Recovery Options Automated backups and failover in case of data center outages. |
Disaster recovery is a core compliance and operational requirement; supported by Red Box. | |
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Regional Data Residency Ability to specify the geographic location of recorded data. |
Data residency by region/country is a deployment option per regulatory needs. | |
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Multi-Region Redundancy Data and services replicated across geographic regions for resilience. |
Multi-region redundancy discussed for high-availability and compliance. |
Usability & Interface
(2 Yes /2 Known /7 Possible features)
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Modern Web-Based UI Interface designed for ease of use, clarity, and fast workflow. |
Modern web user interface shown in all product demos. | |
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Customizable Dashboards Users and managers can tailor dashboard layouts and views. |
Product supports customizable dashboards for compliance and contact center roles. | |
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Guided Workflows Step-by-step processes for common tasks such as evaluations or call reviews. |
No information available | |
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Bulk Actions & Shortcuts Enables batch processing for repetitive administrator and reviewer tasks. |
No information available | |
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Contextual Help & Tooltips Inline help resources directly available during navigation. |
No information available | |
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Agent & Supervisor Modes UI customizes features based on user role for simplicity. |
No information available | |
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Instant Search Bar Search for calls, agents, or feedback instantly from any screen. |
No information available |
Support & Vendor Services
(1 Yes /1 Known /7 Possible features)
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24x7 Support Availability Customer support accessible around the clock. |
No information available | |
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Dedicated Account Manager Single point of contact for all account-related needs. |
No information available | |
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Vendor-Led Training Programs Formal onboarding and refresher courses delivered by vendor. |
No information available | |
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User Community & Knowledge Forums Access to peer community and collective learning resources. |
No information available | |
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Service Level Agreements (SLAs) Documented uptime, response, and resolution targets. |
No information available | |
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Regular Feature Updates Continuous delivery of new capabilities and improvements. |
Red Box describes a program of regular feature and compliance updates to meet evolving standards. | |
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Professional Services Offering Access to consulting on system adoption, integration, and best practices. |
No information available |
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