Recording for Contact Centers



In competitive markets where customer loyalty can easily be lost through poor service, the performance of call and contact centers is vital. The Red Box Quantify voice, data and call recording solution helps organizations raise service levels while reducing operational costs. Not only does this powerful software suite record calls for fact verification, dispute resolution and analysis of customer interactions, it also enables service quality and agent training needs to be assessed for workforce optimization.

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Quickly verify facts and resolve disputes

The ability to record and quickly replay incoming, outgoing and internal calls is a key feature for call and contact centers that want swift access to information for fact verification and dispute resolution. With Quantify Search and Replay it’s easy to listen to recorded calls by performing custom searches based on data such as date, caller name and number. And when you’ve identified a recording that you want to replay, listen to it using Quantify’s built-in Media Player.

Read more about our Capture and Replay Solutions

Find out about our Quantify Recording Suite


Achieve greater performance and satisfaction

Red Box’s smart recording functionality helps you to optimize your workforce and increase customer satisfaction.

  • Monitor call and contact center quality and performance
  • Obtain an overview of customer interactions and trends to assist with decision-making
  • Gain insight into what customers think of your company, products and services
  • Identify employee training and coaching needs to improve confidence and skills, and reduce agent churn
  • Assess agent performance through audio and screen recording
  • Ensure employees adhere to and comply with regulations, policies and procedures
  • Resolve disputes by investigating complaints and fraud
  • Avoid regulatory punishment by protecting card payments details through PCI suppression

Provide targeted coaching and training

To deliver high-quality service at all times, organizations need to train agents to the right level, and reduce employee churn by keeping those agents engaged. Retaining employees can be key to reducing recruitment and operational costs so it’s important to keep your workforce motivated and feeling valued. Red Box Quantify gives you tools to help you improve skills and moral throughout your organization by recording calls and providing a way to assess employee performance and deliver personalized coaching and training.

With Quantify QM’s built-in scheduler, managers and team leaders can automatically – on demand or on a daily, weekly, or monthly basis – retrieve and listen to calls for pre-selected or random agents.  Calls can then be evaluated against pre-set or custom questions and once an area for improvement is identified, a coaching session can be created and agent-specific objectives assigned. When an appraised employee logs in to QM, they can review their evaluation and provide notification of when set objectives are achieved.

Read more about our Workforce Optimization Solution

Find out about our Workforce Optimization Products

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Achieve PCI Compliance

For contact centers that record communications but handle card payments, compliance with PCI DSS security standards is vital. PCI regulations do not permit storage of sensitive authentication data such as CAV2/CVC2/CVV2/CID information and failure to comply could result in a large fine.

Red Box’s solution for PCI compliance works by suppressing payment details from call and screen recordings and can be triggered both automatically and manually.

Find out about Quantify PCI Suppression

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Implementation tailored to you

Feel the benefits without technical complexity. Red Box Quantify is the industry’s most agile deployment:

  • Flexible on-premise and virtual deployment options
  • Designed to integrate with leading telephony systems
  • Telephony types can be mixed, without the need for separate recorders
  • Quick and easy to deploy
  • A single, scalable solution with a license for life

A single, flexible software solution

Create the solution that’s exactly right for your business by choosing the Quantify applications for your needs:

  • Record voice, data and calls with Quantify Search and Replay
  • Choose Quantify QM for quality monitoring and evaluation
  • Use Quantify AudioSearch to search large volumes of spoken audio content quickly and accurately for investigation, dispute resolution, call and transaction validation, and compliance checking
  • Record screen activity right across your network with Quantify Screen Data Capture
  • Use Quantify PCI Suppression to suppress customer payment details from recordings to comply with PCI-DSS security standards
  • Preserve and protect recorded calls for investigation with Quantify CallSafe
  • Reduce billing costs by monitoring outbound calls with Quantify Call Management
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