Call-recording specialist Liquid Voice has partnered with customer management consultancy Ember Services to offer speech analytics as a managed service for housing providers. The new service combines Liquid Voice’s call-recording technology with Ember’s managed analytics capabilities.
The end-to-end solution will capture tenant conversations and analyse their content to provide insights that will help Liquid Voice’s housing customers to improve tenant services, reduce call centre operating costs and meet regulatory obligations.
Chris Berry, business development director, Liquid Voice, said, “Many housing providers are keen to maximise their investment in call recording to generate additional benefits. With Ember, we can apply speech analytics to recorded calls and provide consultancy to interpret the findings. And because this is a managed service, customers don’t have any capital investments in technology, expensive skills’ development or ongoing management costs.”
David Naylor, head of analytics, Ember Services, said, “We have pioneered the use of speech analytics as a good way of generating robust insight into our clients’ customer management operations.
“For example, the London Borough of Merton has used the insights gained from our analytics to solve problems that prevent 43 per cent of calls being resolved at first contact, shift 23 per cent of phone calls to lower cost channels and to eliminate 16 per cent of calls deemed ‘avoidable’.”