Booking.com chooses Red Box as Global Recording Partner

PRESS RELEASE: Booking.com B.V, the world leader in booking accommodation online, has chosen Red Box Recorders to deliver a voice and data recording solution capable of improving its business performance and supporting extensive growth plans in Europe, Asia Pacific and the United States.

During a competitive tender process, Red Box successfully fought off fierce competition from rivals to secure one of the largest deals of its kind. Booking.com wanted an innovative and flexible voice and data recording solution to record over two million telephone calls per month and turned to Red Box’s all-in-one solution, Quantify Recording Suite, for its ability to capture and replay telephone recordings for fact verification, dispute resolution, quality monitoring and assessment of employee training needs.

With ambitious company growth plans over the next few years, a key factor in Booking.com’s decision was Red Box’s professionalism, agility and expertise in being able to undertake and deliver bespoke software development for its needs. Quantify is highly scalable and works seamlessly with the company’s Cisco telephony platform, offering standard as well as custom-developed features for advanced functionality.

Support for Zero Touch Provisioning was a must-have feature for Booking.com. The company employs thousands of agents worldwide and saves time and money by creating and managing user account access through one automated central platform.
Through its application integration interface (API), Quantify has been successfully adapted by Red Box to work with Booking.com’s systems.

Melanie Voornhout, Senior Product Owner Voice at Booking.com, said: “We went out to the marketplace looking for a partner who was agile enough to be able to facilitate our growth plans and keen to work with us to develop the solution to fit our requirements exactly. Red Box Recorders was the clear choice, demonstrating its ability to deliver a voice and data recording solution that stood out from the crowd.”

“As the leading company in its industry, we’re delighted that Booking.com has chosen Red Box for its voice and data recording needs,” said Lee Jones, CEO at Red Box Recorders. “The award is a key achievement for the business and testament to the strength of Red Box’s ability to deliver world-class solutions tailored to the needs of customers.”