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Liquid Voice and Civica Partner on Public Sector Call Recording Solutions

January 24, 2013
By Mae Kowalke - TMCnet Contributor

Call-recording solutions provider Liquid Voice and U.K. public-sector IT and business process solutions provider Civica have signed a strategic agreement to bring highly integrated call recording, PCI (News - Alert) compliance and CTI solutions to Civica clients. The agreement will enable Civica to provide valuable technical assistance to help customers specify, install and support solutions around call recording, computer telephony integration and interactive voice response systems, according to a statement by Liquid Voice.

“Unified communications and especially call recording is a major consideration for the public sector as organizations strive towards improved customer service and PCI compliance,” said Chris Burden in the announcement, managing director of Civica Connect, in a statement. “Our partnership with Liquid Voice strengthens an existing relationship and allows us to create solutions that are reliable, fully featured and designed to work together as an integrated set of products with the full support of two very experienced service providers.”

Liquid Voice is now the main call recording solution within the Civica Connect portfolio, and Burden said in the statement that he believes the partnership will bring long-term benefits to public sector customers.

“We have successfully tested the solutions internally and completed a number of joint customer engagements and moving forward we will be working closely with Liquid Voice to further enhance the functionality of our offering,” he noted. “The agreement also provides a cost benefit allowing public sector customers to deal with a single supplier that will ensure projects are delivered on time, within budget and without compromise.”

The agreement also helps Liquid Voice and Civica develop a more seamless integration between their products since the two companies will be sharing information about their upcoming product iterations.

“Our agreement with Civica offers a significant benefit for both organizations and allows us to commit development resources to ensure that our applications are kept continually integrated,” explained Chris Berry in the announcement, business development director and co-founder of Liquid Voice.

Call recording is a crucial component of contact center operations, improving customer relations through call review sessions, better training and improved agent assessment, according to a TMCnet article on the topic that was published last year.

“Training is one of those essentials that a call center cannot operate without. Constant training and updating are sure fire ways for customer care success, and through training using call recording, new employees can learn from the mistakes of their coworkers,” wrote Michelle Amodio in the article.

Also, she added, “new employees can hear how not to handle a situation and how to improvise a call off the script. These tools are invaluable to managers who need to ensure that their newest of the bunch go in trained, confident and ready to handle customer calls without incident.”

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Edited by Amanda Ciccatelli

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