We help organisations uncover the signals inside everyday conversations, making effective communication easier to measure, improve and deliver with confidence.
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THE OPERATIONAL CHALLENGE
If you need clearer visibility of customer conversations, Redcentric can help. By combining call reporting and recording with AI-enabled insights in a fully supported, managed service, we give teams the evidence to improve customer service and operational performance.
Service leaders need clearer reporting on demand, abandonments, response times and team performance. See where calls and queues create pressure.
Quality and compliance teams need secure access to recordings, transcripts and evidence when challenged. Use insight and sentiment analysis to move beyond basic call statistics and enhance coaching opportunities.
Managers need to identify coaching opportunities, repeat contact drivers, complaints and service pressure before they escalate. Retrieve recordings, notes and audit trails.
Every call captured, encrypted and stored with granular access controls. Searchable and audit-ready.
See how conversations are going as they happen. Flag calls before they escalate.
Agent scorecards, team trends, first-call resolution, no spreadsheets required.
FCA, ICO, GDPR triggers identified automatically — the system watches so your team doesn’t have to.
Every call summarised automatically: outcomes and action items logged, CRM-ready.
Surface your best and most challenging calls to train and develop your team with evidence.
From first conversation to fully running – in four steps.
We map your recording infrastructure, compliance obligations and CRM connections.
Dashboards, recording needs, routing, retention, access, AI use cases and reporting are shaped around what matters to your business.
Reporting, wallboards, call recording, transcription, permissions and adoption support are configured so teams can use insight confidently.
Ongoing 24/7 monitoring, regular insight reviews and proactive issue flagging.
Turning call data at West Leeds Family Practice into better patient access.
A dedicated analytics dashboard gave West Leeds Family Practice a clear view of demand across three sites, showing call volumes, waiting times, handling times and agent availability. Managers could immediately identify pressure points and understand where resources were needed most.
Analysis revealed demand peaks first thing in the morning and between 12:00 and 13:00, enabling the practice to create a six-person Booking Service Advisor team and strengthen call coverage at the busiest times. Data-led routing and more focused workflows reduced pressure on reception teams while helping patients reach the right people faster.
Managers now have the intelligence to align staffing with real patient demand, refine call routing and identify opportunities to improve workflows. Instead of reacting to queues and complaints, the practice can make informed, proactive decisions that support its teams and create a more responsive service for more than 20,000 patients.
“The Redcentric telephony system gives us a lot more flexibility. We can quickly make changes to messaging and channel calls to different teams and decide how we can adapt the way our teams work. It’s given us a better understanding of what’s happening and allowed us to make decisions which drive efficiencies and improve outcomes for patients.”
Technology alone does not make conversations measurable, secure or useful. Redcentric combines communications platforms with managed discovery, design assurance, migration, support and service governance.
That means reporting, recording and AI insight are shaped around the customer’s risks, users, operating model and evidence needs – not deployed as disconnected tools.
We combine proven communications technology from fully accredited partners with Redcentric’s own industry-recognised certifications. So you can trust that every solution is designed, delivered and managed to established standards.
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Transform customer and employee experiences with secure, managed communications.
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Modernise legacy voice safely, with less disruption and risk.
Voice modernisation
Keep teams reachable to customers, wherever work happens.
Connect your comms
Create joined-up customer journeys across every communication channel.
Unify your commsTalk to Redcentric about building a secure, managed voice solution that helps your teams see demand, improve service and evidence what happened.
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