Flagship Housing Group has completed the installation of a new PCI DSS-compliant call recording and CTI system from Liquid Voice. The new system is now being used around the clock by 40 front-office staff taking up to 150 calls per hour in Flagship’s customer service centre.
David Armstrong, head of information technology and systems, Flagship Housing, said, “Our previous solution was reaching the end of its useful life and only provided only basic recording and playback facilities. We were looking for a new system that fitted our IT strategy and could work with a Mitel PBX and SIP lines to deliver more sophistication so that we could monitor, report and analyse the quality of calls better.”
In addition to a call recording system which tags the recordings of each customer agent for easier search and playback, Liquid Voice has delivered a system which integrates with Flagship’s CRM system for inbound ‘screen popping’ so that when a call is received, it immediately shows the tenant’s details and a record of previous interactions.
A ‘softphone’ facility provides better call control and integration with the active directory means the operator can search for and automatically dial anyone in the CRM system or internal directory.
Armstrong said, “From a technical perspective, the Liquid Voice system offered good integration with our existing and planned platforms and delivered all the functionality required and more, including very flexible call routing, excellent real-time wallboard reporting and sophisticated supervisor QA facilities.
“We have been able to deliver some great improvements from the first day and we are still only scratching the surface of what the system can do – we plan to push further in the next year.”