Red Box Recorders has notched up 20-plus per cent annual growth over the past five years and counts itself as one of the most established and fastest growing voice and data recording companies in the business, according to CEO Lee Jones.
Comms historians can trace Red Box Recorders' roots back to 1988 when an organisation called Origin Data Realisation was launched as an outsourced software development business. The company was responsible for developing the frame-based recording engine that powered Racal Recorders' flagship voice recorder. Red Box Recorders itself was founded in 2000 by Iain Worthington to build and market Origin Data's already successful range of voice recorders and software, which had previously been sold under license by some of the leading voice recording vendors of the 1990s.
These days, Red Box employs more than 80 people worldwide and boasts an annual turnover of over £11 million. Headquartered in Nottingham the company has regional offices that include London, New York, Singapore and Dubai along with a worldwide reseller network of more than 300 partners. "Our primary partners cover all key technologies in the marketplace and our mission is to build on these successes while still looking after the partners that put the company onto the map," commented Jones.
Early last year the firm undertook a management buyout which was backed by a £14 million investment from ISIS Equity Partners with Cavendish Corporate Finance advising on the deal. "The MBO was designed to facilitate the continued development of the business, which has achieved annual growth of more than 20 per cent for the past five years," noted Jones. "This includes taking advantage of new business opportunities within overseas markets, in particular North America and Asia Pacific, and extending Red Box's global workforce by almost 50 per cent. There is no doubt that the business has come a long way and is now a highly credible choice in the market, and a valued partner for an increasing number of financial sector organisations that are able to benefit from our smart, scalable and forward thinking technology."
The banking and finance sectors are a key focus over the mid-term and contact centres in this sector will play an increasingly important role, believes Jones, as good agent training is vital to ensure the best possible service and to achieve the highest level of customer satisfaction sought by financial firms. "We are continuing to develop new applications with more features to address all of these requirements," added Jones. "We will continue to work within the sectors that can most benefit from our solutions - organisations within the contact centre, financial services, healthcare, government and emergency services sectors."
A key component of Red Box' product kit bag is its Quantify Recording Suite, an intuitive voice and data recording software solution designed for companies and organisations of all sizes. It can be tailored to meet precise customer requirements and incorporates a range of functionality including quality management, PCI compliance, call management and billing, event reconstruction and audio analytics.
Compliance is a key driver as financial sector customers face more regulations meaning that robust record keeping and storage solutions are increasingly vital. "In the US the ability to address Dodd Frank requirements is a main focus, and companies are able to benefit from Red Box's functionality which includes a number of features such as event reconstruction and the ability to archive information safely and efficiently," stated Jones.
The advance in technologies for cloud and hosted environments are driving opportunities for hosted recording to be delivered as software as a service. "Our flexible architecture and smart approach to recording communications lends itself well for supporting multi-tenant capabilities, and enhanced reporting enables the pay-as-you-go model for managed services," added Jones. "Customer choice remains firmly at the heart of everything we do, whether opex, capex, on-premise or hosted, we deliver our solutions to fit their demand."
In a fast moving industry characterised by advances in technology , methods of communication will continue to evolve and become more accepted across markets. New tools for the interrogation of data and delivery of business benefits will be a key focus, observed Jones. "Red Box Recorders solutions solve often technical and complex business challenges in a simple and effective way," claims Jones. "This helps ensure that organisations within the contact centre, financial services, healthcare, government and emergency services sectors are not only fully compliant, but also become more competitive, productive and efficient.
"Our smart and scalable technology is backed by an established global infrastructure, and our software solution enables the capture, authentication, analysis and evaluation of multi-media communications from a wide range of data sources including fixed line and mobile calls, radio, screen, SMS and instant messaging." •