As the enterprise supplier of call recording and efficiency management solutions to some of the UK's leading legal services firms, Liquid Voice's credentials within this competitive marketplace are unquestionable.
Developed with the assistance of industry experts, our software has been designed specifically to address a number of key sector requirements.
• Calls recorded to aid dispute resolution and provide invaluable evidence of transactions
• Facilitates FSA Compliance - From 25 December 2010, if you call a borrower on behalf of a lender or Third Party Administrator (TPA) to negotiate repayment terms and/or forbearance options, you will need to record that call. Records must be kept for three years from the date of the call
• Flexible integration with in-house systems
• 'Call Monitoring' capabilities key to assisting with staff training and customer service enhancement
• 'Activity Monitoring' provides a complete workstation activity reporting facility - ideal for driving productivity improvements and for those businesses needing to log activity for billing purposes
The Challenge
Liquid Voice call recording and efficiency management solutions are designed to provide you with a tangible competitive advantage - driving down costs and delivering an enhanced customer service through improved interaction capabilities.
Liquid Voice's flexible systems are designed to evolve with your organisation's changing requirements.
Scaling from a single site with several lines to the most demanding environment with thousands of lines across multiple geographical locations, we can deliver a solution tailored to your specific needs which integrates easily with your existing systems.
Benefits
Our solutions:
• Facilitate regulatory compliance
• Integrate seamlessly and easily with your existing systems
• Help you expedite dispute resolution
• Provide interaction logging and analysis for enhanced efficiency
• Recorded calls allow you to demonstrate clear evidence of acting upon customer requests
• Help achieve TCF standards
• Provide quality assurance checks so you can see how you are performing in real-time
• Allow live call observation for training and service improvement
• Demonstrate the level of staff compliance with the use of live customer interactions
• Reduce Professional Indemnity risk - can help reduce premiums and PI policy excess
• 'Activity Monitoring' provides a complete time-line of each employee's workstation activity - minute by minute - showing which documents, emails, websites and programs they are working on throughout the day
Feature Rich
Our call recording and efficiency management systems offer features which can truly enhance your operation's efficiency and service capability:
• CRM Integration
• Quality Sampling
• Fully Integrated Call Management
• Add Notes to Calls
• Email and Save Recordings
• 'Activity Monitoring' captures and reports on desktop activity - time on Internet, email, office programmes etc.
Technical Data
Regardless of your organisation's size and structure, our product and service offering is designed to provide a solution which is appropriate to your specific needs:
Lite
- For organisations wishing to record between 2 and 30 simultaneous calls at one site
- Ideal for organisations with a limited requirement for additional features
Business
- For organisations wishing to record up to 60 simultaneous calls at one site
- Ideal for organisations with more demanding requirements including quality monitoring or call management
-
Provides a redundant and expandable solution
Enterprise
- For organisations wishing to record across any number of lines and sites
- Our Enterprise solution will handle up to 2400 calls simultaneously in a single chassis
- Provides a powerful capability including features such as system integration, centralised servers with remote nodes, screen and activity monitoring with workforce optimisation
- 100% availability through paired/ teamed servers
Customer experience
Greg Zajac
Rosling King LLP
"Previously, we had a manual call recording system. Owing to new mandatory FSA requirements on call recording which apply to parts of our business, we reviewed our needs.
"It was obvious from our first contact with Liquid Voice that they had an in-depth knowledge, not just of call recording, but of how these requirements applied to the legal profession.
"From initially determining our technical and business needs through to installation, the process was simple and painless.
"We now have a system which is easy to use and meets both our legal and operational requirements."