Today, "data" is one of the most important words for any business to consider. In a world where customer experience is the only true differentiator, the best way for a company to make sure that they're giving their consumers the experiences they want is to gather as much data as possible. Unfortunately, while capturing online interactions may seem simple enough, there's been something of a divide in the marketplace when it comes to capturing and using voice data.
Now, Red Box Recorders are stepping in with an API-focused architecture, next-level transcription solutions and an integration with Salesforce to empower users to really make the most out of the connections they make with their customers. I spoke to Kate Hammett, the Head of Global Partnerships, and Pete Ellis, the Chief Product Officer of Red Box Recorders, to find out more.
Tell Us About Your Work with Salesforce
One of the most exciting new developments for Red Box Recorders came at a recent Salesforce event, where the company introduced the new application they'll be taking to market. According to Kate, the service responds to a need that the company has seen in the marketplace for an application that allows companies to leverage voice data and do something significant with it.
"We had a meeting with Salesforce to find out what they could use, and what they currently had. There were a lot of CTI providers who offer the ability to launch calls directly from the salesforce platform, but there wasn't anyone looking at how you could collect the information that already exists in the core telephony infrastructure and pull that into the Salesforce experience."
Red Box Recorders can capture the information all the way from mobile conversations to connections in a call centre. Now, they've worked with Salesforce to create an application that takes Red Box Recordings and transcriptions and using the associated rich metadata, pushes the information automatically into a lead, contact or account within salesforce to use however they like.
How Do you Take the Conversation Beyond Transcription?
One of the things that makes Red Box Recorders unique is the fact that they don't just focus on transcription. They're also expanding their reach with partners to make sure that they're giving their customers the best access to the broadest range of applications "We want to make sure that our recording platform works seamlessly with our partners tools and applications allowing customers to improve customer behaviour, ensure compliance and regulation are met and delve into artificial intelligence. I think it's very exciting because it changes the conversation from a compliance concept, into something that focuses more on customer experience and intelligence."
In the recent years, transcription technologies have come a long way. They're starting to work with things like data, accents, and inferences. While there may be no solution out there that's 100% accurate, Red Box Recorders hopes to use a flexible architecture to make sure that customers have the best possible access to data that's been trapped in the audio conversation up until now.
"This opens up analytics in a huge way, with both historical and real-time information. The benefits are limitless, whether you're looking at artificial intelligence, or you simply want to improve customer service in a space where CX is critical."
Red Box Recorders don't limit where information can be captured either, they deal with the complexity of capturing voice across the whole enterprise from legacy or new systems and make it simple and easy to access seamlessly so companies can pull data from everything from their business meetings to the call centre.
