NHS Greater Glasgow and Clyde in the UK has selected Red Box Recorders to provide voice recording software, following its decision to implement voice recording technology for the first time.
The health board will install the software platform across three contact centres that manage patient appointment scheduling, and the Staff Bank, which provides temporary staffing cover for nursing, healthcare and administrative needs.
NHS Greater Glasgow and Clyde telecommunications manager Karen McSweeney said the Red Box voice recording solution integrates effectively with the health board’s IP telephony system to meet its business and operational needs.
"As a result, it will help us enhance our training, dispute resolution, user experience and quality assurance moving forward," McSweeney added.
Red Box partnered with Provista IP Communications to implement the voice recording technology at NHS Greater Glasgow and Clyde.
The system integrates with the existing Cisco IP telephony infrastructure and will be operated along with Cisco CallManager and Cisco Call Centre systems to provide a flexible call recording solution.
Using the voice recorders, all calls within the contact centres can be monitored and recorded to support staff coaching and training, in addition to aiding complaint management.
Red Box Recorders COO Lee Jones said, "Working closely with our partners such as Provista we are able to develop simple, easy-to-use and cost-effective voice recording solutions."