Call Management & Logging
Whatever your industry, call management software is increasingly seen as a requisite business tool and one that can provide an almost instant return on investment - improving business performance and overall profitability.
Implementing call management is one of the most cost-effective mechanisms for an organisation to:
- Gain control of call spend
- Analyse call handling efficiency
- Assess staffing levels
Liquid Call Management
Liquid Call Management is a highly-powerful yet easy to use analysis and reporting solution that delivers an array of business benefits.
It can be used alongside all major phone systems. The system is entirely scalable and can operate across multi-site environments.
Features:
Complete call management
information
Delivering cost savings by giving you control over
customer interaction handling through trend analysis, reports can
be performed on all aspects of call activity including:
- Call volumes
- Duration
- Response times
- Trunk utilisation
- Call costs
- Extension usage
- Team efficiency
- Call routing
Web based interface
Using the intuitive, web-based interface, Liquid Call
Management can be accessed from any machine on the network,
removing the need for installation of locally installed client
software.
User-defined automatic reporting
Frequently run reports can be scheduled and e-mailed
automatically in a variety of formats to reduce the administrative
burden on business managers.
Export to e-mail, PDF, Word, Excel and HTML
Reports can be easily shared and distributed for review
via the built-in export facility.
Drill-down
Delivering powerful analysis capabilities, all reports can
be drilled into allowing you to hone in on interesting or unusual
call activity.
Playback through reports
Where call recording is also enabled, the drill-downs
afford the ability of playing back call recordings from within the
reporting utility.
Extension conflagration
Users can be associated with extensions and teams in order
to giving greater reporting options.
Billing tariff integration
The system can be linked with your billing tariff in order
to give truly accurate call costing information.
User Access / Auditing
Unlimited user accounts can be created for access within
the software, with a full audit trail of what actions are being
performed by whom within the system.
Additional features
- Call recording add-on
- Quality assurance
- Live monitoring
-
Credit card silencing
User perspectives
Towergate Partnership is a group of specialised insurance and brokerage companies with 120 offices across Britain. With over 4,000 employees, the company handles more than 250,000 inbound and outbound telephone calls each month.
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 realtime and historic data that can generate a range of high quality reports for use across the company.
Martyn Cranfield, Group Telecoms
Manager, Towergate Partnership Ltd., commented:"In comparing
leading brands, 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.
We saw a product demo then staged a month-long inhouse trial during
which we rigorously tested the
product.
"We were delighted with the results as it quickly proved its worth, paying dividends within the first week of use. Our managers found the system very quick and easy to use and it delivered powerfully on all the practical,commercial and compliance issues we required".