Red Box Changes Improve Call Recording

Call Recording Featured Article

Red Box Changes Improve Call Recording

December 15, 2016

For all the many reasons to have call recording systems on hand, perhaps the biggest is to address issues of regulation. Call recording is vital for some industries that don't want to run afoul of government regulators, and so, many such solutions are designed with regulatory issues in mind. Recently, Red Box Recorders augmented its own lineup to address some new requirements in the field, particularly those related to MiFID II and MAR.

One major new addition to the lineup is quality of recording (QoR) issues. With the new system, alarms and alerts automatically engage whenever there's an issue perceived in the overall quality of a recording. This is said to be a step up from the previously-used Daily System Check system which verifies the status of recording endpoints on a daily basis. In a bid to provide more flexibility, the new systems can be, at last report, added as part of a larger toolset or even offered as a managed service.

Since several issues can impact call recording quality, from network availability to bandwidth issues and beyond, a system like this can help address problems in the making. A system that's not producing quality call recordings won't improve without help, and when the service improves visibility into recording quality, the failure rates go from “weeks of poor recordings” to “one bad recording we had one day.”

Red Box Recorders COO Pete Ellis commented, “Quality of Recording is the latest feature that enables Red Box Recorders to manage the end-to-end integrity of all components in the chain of communications, from the telecommunications connections where a call originates all the way through to long-term storage of recordings. Its introduction further consolidates our position as the leading compliance recording solutions provider and will give our customers added peace of mind.”

It's not uncommon, reports note, for a call recording to sit idle for months, even years, until it's needed as part of an investigation or the like. If the call recordings going in aren't of sufficient quality to be used later, then the end result just hurts the organization using the recordings. What point is there in having call recording systems and setting up the infrastructure to use these if the recordings are effectively inaudible when they're actually needed? Worse yet, what if there's a problem no one knows about until the recordings are checked? Weeks, months, even years of call recordings could be rendered useless, but Red Box addresses that rapidly enough to fix.

An ounce of prevention has long been worth a pound of cure, and Red Box Recordings has plenty of prevention under its hood to improve call recording operations, even if regulations don't require their use.

Edited by Alicia Young

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