As part of the submissions for the inaugural UC Awards we spoke to award nominee Red Box about their year so far, the main industry trends impacting them, and their plans for 2019. Their CEO Richard Stevenson joins Patrick on the podcast. Richard gives us a brief history of Red Box and explains how they have transformed into one of the world’s leading voice capture and analytics specialists. The use of voice data is changing and Red Box are at the forefront of the new frontier in terms of analytics and insights.

Patrick was joined by special guest Richard Stevenson, CEO of Red Box.

Red Box have been established as industry specialists for over 30 years, ensuring compliance for their customers has played a major part in their portfolio. They have had great success within certain industry verticals, like emergency services, but now the wider industry is starting to realise the value of voice.

“From day one we had a single purpose. How do we secure and maximise the value of voice conversations? That is the part we play in the industry and that is what we will continue to do.”

Richard explains that over the last 12 to 18 months they have seen the industry reevaluate how it values voice communications and Red Box have realigned their focus and strategy to add maximum enhancement to their customer and partner base.

The main driver in the shifting use of voice has been driven by advances in the consumer space. This is now being reflected in rise in the use of the voice assistants, within enterprise organisations, and that has increased the focus on voice data analysis.

“Most organisations will say now that they are truly data driven. 90% of organisations will look to gain insights from data. The issue they have is most of that data isn’t easily accessible and that is really to a large extent where Red Box come in.”

Richard Stevenson, CEO Red Box
Richard Stevenson, CEO Red Box

Red Box can truly support an enterprise view of voice data by offering a vast array of integrations into different applications to leverage the value for customers and partners. They are also examining partners who can leverage some of the benefits of emerging technologies like artificial intelligence (AI) that can further enhance their ability to provide analytics and insights to customers.

Over the next 12 months Red Box will be looking to further expand their deployment models in terms of expanding into cloud services and examining hybrid options, which are of real interest to their customers. Their partner network will also be crucial, as Richard explains, to further enhance their delivery to even more customers around the globe.

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