Integration partnership helps improve customer experience for public sector organisations

Liquid Voice, a highly respected enterprise call recording and contact centre solutions specialist has released details of its successful integration with Civica Contact Centre applications that is helping a growing number of organisations across the UK streamline client engagement, meet regulatory requirements and remove IT complexity. 

Contact Centre CLUB

Over the last year, technical teams from Liquid Voice and Civica have built tight integration and a set of advanced telephony and call recording features into the core of the Civica application set. These include the ability to seamlessly pass calls and client details across departments and workflows while maintaining call recording policies and functionality. The solution spans both on premise and hosted applications and provides a reliable and scalable contact management platform.

The integration has proven particularly useful for the housing sector, an area where Civica supports 40% of the top 100 housing groups and associations with over 1 million properties under management. Organisations that have deployed a Civica solution with an integrated Liquid Voice CTI and call recording solution include bpha, A2 Dominion and The Bernicia Group.

“The housing sector is well suited to capitalise on an integrated contact manager and CTI solution, especially as organisations strive to improve efficiency, reduce costs and deliver the best customer experience possible,” explains Michael Hayward , Sales Director for Civica, “Liquid Voice are subject matter experts in the field of telephony and by working closely with their team, we are able to ensure that telephony functionality is delivered seamlessly and as both of our application sets progress, our clients don’t have to worry about the application becoming incompatible.”

One such customer that has benefited from the tight integration between Civica and Liquid Voice is bpha, a group based in southern and eastern England that manages more than 16,000 homes and employs over 300 staff. Adam Gould, Head of Customer Contact for bpha says “We have worked with Civica for a number of years and the new integration with Liquid Voice has helped us improve how we communicate with our tenants and meet our PCI compliance requirements in respect to call recording.” Adam points to a quantifiable increase in the ability to benchmark its ongoing performance objectively.

“Our relationship with Civica is more than just a one off project but an ongoing partnership that simplifies the integration of telephony management and recording within the workflow, so it simply delivers without organisations having to invest time and resources on complex and ongoing technical support,” explains Chris Berry, Business Development Director and Co-Founder of Liquid Voice, “The net result is that our joint customers gain advanced features from day one and as requirements evolve, our clients know that they will be supported either on premise or in a hosted environment in a completely seamless fashion.”

Liquid Voice will also provide Civica with new products that will help customers to drive efficiency, streamline processes and ultimately enable customers to save time and money. One example is the new Liquid Voice Speech Analytics Managed service which uses software to analyse both natural speech and calling patterns to help organisations improve call handling strategies.

Liquid Voice will be demonstrating its call recording, PCI compliance, Speech Analytics and other CTI solutions alongside Civica Contact Manager at the upcoming Civica Conference 2014 across the 23rd to 24th of January. Press interviews are available on request.

About Liquid Voice

Liquid Voice is an expert in contact centre technologies, providing customer-interaction analysis and improvement solutions to leading commercial organisations and the public sector.

Liquid Voice has specialist market knowledge across the public sector, financial services and legal, combining easy to use call recording with powerful business tools to provide effective information capture and analysis to drive positive transformations.

Through its software application development capability, Liquid Voice offers a highly integrated platform to deliver high value and bespoke solutions to over 400 customers across the UK and the rest of the world as both on-premise or through professionally managed services.

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.

www.liquidvoice.co.uk 0113 200 2020 info@liquidvoice.co.uk

The Civica Group

(www.civica.co.uk) is an international market leader in specialist IT systems and business process services for the public sector. Through experienced people who understand service delivery, the Group applies software, managed services and outsourcing to help customers streamline their activities. Civica supplies more than 2,000 organisations in the UK, Australia, New Zealand, Singapore, Canada and the USA, including more than 95% of the UK’s local authorities.