Call recording and contact centre specialist Liquid Voice has completed a successful IVR project for SitexOrbis, a provider of property and people protection services. As part of SitexOrbis’ Code5 lone worker protection service, the project has integrated call recording, IVR, GPS, scheduling and incident handling to help the company’s 24/7 response team provide rapid assistance to 14,500 lone workers.
Liquid Voice’s call recording is constantly active across all monitored lone worker services and begins recording the moment either a call or silent alarm with open-mic is set off. The system allows operators to quickly play back elements with enhanced audio while the ongoing recording is unaffected. The new Liquid Voice IVR element allows lone workers to quickly record location information as well as set up a scheduled telephone call to check that the lone worker is safe.
Andy Birss, technical services manager for SitexOrbis’ lone worker group, said, “Our systems are very bespoke and absolutely critical 24 hours a day, so when we decided to add IVR functionality, we had a very tough criteria for selecting a technology partner. We have used Liquid Voice call recording for some time so it made sense that we talked to them first regarding the new IVR functionality.
“From our own internal design of how the automated IVR system needed to work, to us engaging with Liquid Voice and them helping with internal deployment took just four weeks. The system is now up and running and both elements have been flawless.
SitexOrbis is now migrating existing customers, such as Arena Homes and Gateshead Housing, onto the new systems.