Case study: Towergate Partnership

  • Towergate Partnership is a group of specialised insurance and brokerage companies with 120 offices across Britain. Each business unit has its own high quality back-office and customer service processes and operates to specific priorities.
Towergate

With over 4,000 employees, Towergate handles more than 250,000 inbound and outbound telephone calls each month.

Martyn Cranfield, Group Telecoms Manager, Towergate Partnership Ltd., commented: "Our existing call recording system was expensive, very complex, temperamental and inflexible. This, combined with different phone systems, created many problems."

"In addition to our practical requirements, compliance with FSA and other regulations was a key factor driving our strategic approach to communications, call recording and reporting".

To complement its new IP comms network, Towergate required a seamless, integrated call logging and recording solution; easy to use at branch and department level; flexible and reliable, providing quick and easy access to real-time and historic data that could generate a range of high quality reports for use across the company.

"The Liquid Voice call recording solution stood head and shoulders above the rest. It offers all the power, functionality - and more - that we need while delivering very clear cost benefit,"commented Martyn.

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Liquid Voice

Liquid Voice is a leading provider of integrated Call Logging, Call Recording, Quality Monitoring, Workforce Optimisation and CTI systems.

Its solutions are used extensively by a variety of organisations to help improve operational performance, deliver compliance, safeguard the enterprises and provide invaluable management information.

A UK based operation, Liquid Voice's systems work with both traditional TDM and IP environments and are tested and accredited by the world's leading phone system manufacturers.

The company prides itself on its accessibility and its ability to respond rapidly to customers both before and after installations. It has specific sector knowledge and expertise in the Financial Services, Social Housing, Local Government and Contact Centre markets - an array of leading organisations within each of these vertical markets already use its software daily.