Liquid Voice call recording helps Multi Contact improve service delivery for international clients

June, 20th 2013 - Liquid Voice, a highly respected enterprise call recording and contact centre solutions specialist has completed a successful project for Multi Contact, a rapidly growing remote Customer Relationship Management specialist based in Mauritius that has integrated call recording into a wider analytics and multi-client management platform to help streamline operational processes.

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Since founding in 2007, Multi Contact has grown rapidly to over 200 agents offering bilingual CRM and technical services for clients including MC Vision (Canal+ Maurice) from its headquarters in Curepipe, Mauritius. The company had been pleased with the Avaya based contact centre solution but found its legacy Third Party call-recording solution not well suited to its business model that focuses on providing clients with full audit, validation and statistical reporting of call outcomes.

As Manisha Barruth, Multi Contact’s Business Analyst Manager, explains, “The old call recording system offered limited search capability and even when calls were found, the system had poor integration with our line of business applications which made it difficult to collate who took the call, which campaign or client the call was in relation to. Creating reports was also a slow and inflexible task.”

Although call recording is a critical element, the telephone system needed to assist staff at Multi Contact across a wide range of activities including sales, telemarketing, appointment scheduling, optimising media campaigns, technical and customer support. “Technology is a key differentiator for our company so we needed a CTI supplier that could help with both call recording and wider integration of the system into our core process,” explains Barruth.

Following an extensive 6 month tendering process, Barruth approached a shortlist of 5 vendors. “Given the nature of our location and our role within a global business, it is not unusual for us to work with suppliers who are remote geographically,” she explains, “Nevertheless, it is vital for us to be able to put our trust in suppliers to support our business and this is an area which is very important to us.”

Based on extensive teleconferences and remote technical demonstrations, Multi Contact chose Liquid Voice as its supplier, “…they took time to understand the bespoke nature of the solution we required and sent out an engineer at their own expense to manage the implementation and customisation to match our requirements.” Liquid Voice gave a bi-lingual training via an interpreter for Multi Contact’s staff. “The new solution was up and running within weeks and both the operations team and the call agents have really appreciated the features of the new system,” says Barruth.

The Liquid Voice Call recording integrates call search through a wide range of customisable criteria. Call records and recordings are viewed in near real time and sorted based on agent, client or campaign with full tracking through various escalation processes. “We are also able to easily allow our clients to listen to calls, which is a real benefit to customers and a powerful sales tool,” adds Barruth.

From the operational side, the Liquid Voice solution is integrated into the agent scoring systems to help calculate performance related pay bonuses without resorting to arbitrary and highly manual sampling processes. “The solution has proven reliable and has plenty of scope to grow as our business expands,” Barruth adds,” The fact that it is tailored to our process and business ethos is a key benefit for us and our decision to work with Liquid Voice has been deemed as a success by our entire executive team.”

Solutions for service organisations serving multiple clients from the same contact centre is an area that Liquid Voice has a developed a great deal of expertise within. “Service providers are always striving to offer differentiated and efficient products while taking into account the unique process that each client may require,” explains Chris Berry, Business Development Director and Co-Founder of Liquid Voice. “However, many call recording and CTI solutions tend to have a rather rigid design framework which makes it hard to tailor a solution while also retaining flexibility for the future.”

“Many of these rival products have a legacy installed base which makes it difficult to radically change the core elements which is one reason why we choose to create our own solution from scratch. A key element of our platform is that it integrates with just about anything and by having our own development team, we can deliver bespoke solutions that match the client and not force them into changing their process to match the technology,” Berry adds.

Liquid Voice are working on a phase 2 project for Multi Contact that will further streamline many of the analysis functions within its multi-client environment. Details of this project will be announced later in the year.

About Liquid Voice

Since founding in 2005, Liquid Voice has grown to become one of the UK’s leading providers of call recording solutions and supporting business analytics tools such as Speech Analytics, Activity Monitoring and Screen Recording.

Liquid Voice combine easy to use call recording with powerful business analytics that deliver real business returns. Liquid Voice listens to and understands the needs and aspirations of their customers, in turn Liquid Voice is able to exceed customer expectations and strengthen business processes.

Through its software application development capability, Liquid Voice offers a highly integrated platform to deliver high value and bespoke solutions to customers across the UK and the rest of the world as both on-premise or through professionally managed services.
Liquid Voice is unique in the fact that they are able to support faster, smarter and more streamlined enterprise performance via CTI and IVR solutions that are fully integrated with call recording and business analytics tools.

Liquid Voice has worked with many blue chip organisations such as the Fuel Card Group, CBS Interactive, Kier, DLA Piper, and Domino’s Pizza and has specialist market knowledge across the Public Sector, Financial Services, Legal and Contact Centre environments.
Liquid Voice is a Mitel Advanced Commercial Development Partner, Avaya DevConnect Registered Developer, Aastra Authorised Partner, Cisco Development Partner and members of the ShoreTel’s Innovation Network. Liquid Voice engineers are MCP (Microsoft Certified Professional), MCSE (Microsoft Certified Systems Engineer) and MCSD (Microsoft Certified Solution Developer) qualified.

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Added By: Sam Heggie-Collins on 20th Jun 2013 - 12:28
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