Technical FAQs

Can it connect to the user’s own phone/landline? 

Yes, it is possible, we can deliver to mobile phone or device of their choosing (this is not standard out of the box functionality and will require professional services).

Can we support global functionality? 

Yes - RACE is based upon AWS (Amazon Web Services) so has out of the box full global coverage. Depending on the user’s location, RACE will automatically redirect them to the closest AWS data centre region.  

How secure is RACE? 

We have integrated OKTA which is a market-leading identity management solution as standard. If required, this allows us to do SAML and integrate with authentication services such as AD Federation Services. The browser technology uses WebRTC which is a secure protocol for voice and data. As a standard, logins are issued and consumed via the OKTA service.

Does the solution support Call recordings? 

They are encrypted at REST and they can be managed via APIs or using the conversations tab within reporting. There are real-time stats on quiet time, overlap. Call recording is not standard and is an optional extra. Please contact us if you require call recording activating on your account.

GDPR and Data Processing Laws

Twilio have corporate binding rules – which is a gold-plated deal with EU and major U.S based conglomerates – allowing them to treat data as if it’s in the US when it’s in the EU – allowing movement of data freely. This may be of particular interest to very large organisations who are looking to consume our service.

Which other platforms does RACE integrate with?

It can integrate with our in-house digital payments link service as well as a number of certified CRM platforms such as Zendesk. These are not offered as standard out of the box so will need to be quoted for on request.