Red Box Customers Can Now Benefit from Application That Enables the Import into Salesforce of Audio and Transcripts of Enterprise-Wide Voice Conversations

Red Box announced it has launched Voice Data Controller on the Salesforce AppExchange, empowering businesses to connect with their customers, partners and employees in entirely new ways. Underpinned by Red Box’s secure and resilient voice capture solution, Voice Data Controller enables customer to:

– Align calls to Salesforce contacts, accounts and leads
– Search for keywords in transcripts
– Replay audio at the click of a button directly with Salesforce
– Analyse call using rich metadata fields and native Salesforce reports and dashboards

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Voice Data Controller

The Lightning ready application enables organisations to import into Salesforce the audio and accurate transcripts of calls captured from over 55 UC and telephony platforms. This includes PBX, UC, trading and call centre solutions as well as radio, mobile and meetings, ensuring complete visibility of customer interactions from across the business.

The Voice Data Controller supports automatic assignment of calls and transcripts to a lead, account or contact record and users can then search and replay. In addition, the rich metadata fields can be used for analysis using native Salesforce reports and dashboards

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“Red Box already captures voice for more than 3,000 customers globally,” said Kate Hammett, Head of Global Partnerships. “Much of this is driven by compliance with regulations such as MiFID II, GDPR, Dodd Frank and PSD/PSD 2 and the integration with Salesforce provides additional capability to support their obligations. It’s also of value to sales, marketing and customer service teams, providing additional insight, as well as fact verification, investigation, performance management and reporting functionality.”

“We are happy to welcome Red Box onto the AppExchange, as they provide customers with an exciting new way to gain visibility of customer voice interactions in a central location,” said Mike Wolff, SVP, ISV Sales, Salesforce. “The exponential growth of the AppExchange underscores the enormous opportunity the entire Salesforce ecosystem has in creating cutting-edge solutions and driving customer success.”

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