Liquid Voice has released details of its successful integration of Civica’s Contact Centre applications with Liquid Voice’s telephony technology to help housing providers to streamline tenant engagement, meet regulatory requirements and remove IT complexity.
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 suite. These include the ability to seamlessly pass calls and tenant 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.
Michael Hayward, sales director, Civica, said, “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 develop, our customers don’t have to worry about the application becoming incompatible.”
The integration has proven particularly useful for the housing sector, with housing providers such as BPHA, A2Dominion and Bernicia Group that have deployed Civica software with an integrated Liquid Voice CTI and call recording solution.
Adam Gould, head of customer contact, BPHA, said, “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.”
Chris Berry, business development director and co-founder, Liquid Voice, said, “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 workflows, so it simply delivers without housing providers having to invest time and resources on complex and ongoing technical support.
“The result is that our joint customers gain advanced features from day one and as requirements evolve, they 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 them to save time and money, such as Liquid Voice’s new Speech Analytics Managed service that uses software to analyse both natural speech and calling patterns to help housing providers to improve their call handling strategies.