The new service combines Liquid Voice’s advanced call recording technology and Ember’s proven managed analytics capability. This end-to-end solution will capture customer conversations and analyse their content to provide insights that will help Liquid Voice’s housing sector clients take action to improve customer service, reduce contact centre operating costs and meet regulatory obligations.
The new service will be previewed for the first time at the IT in Housing Exhibition held on 20 & 21 November at London’s Olympia.
“We have worked with many organisations in the housing sector and recognise that they are keen to maximise their investment in call recording to generate additional benefits,” explains Chris Berry, Business Development Director for Liquid Voice. With Ember we can apply speech analytics to recorded calls and provide strategic consultancy to interpret the findings. And, because this is a managed service, our clients can achieve these benefits without capital investment in technology, expensive skills development or ongoing management costs.”
Liquid Voice delivers an integrated suite of computer telephony applications including call logging and recording systems, computer telephony integration, bespoke interactive voice response and auto-call distribution. Liquid Voice’s solutions have been successfully deployed by a growing number of ALMO (arms length management oganisations), public and private sector clients, including Civica, Gateway Housing Association and Spelthorne Borough Council.
“We have pioneered the use of speech analytics as an effective means of generating robust insight into our clients’ customer management operations to help them define and execute strategy,” says David Naylor, Head of Analytics for Ember. “With Liquid Voice, we are partnering with a housing industry specialist with a solid reputation for delivering the key underlying technology systems that allow analytics to flourish. Together, we will deliver a managed service that allows organisations in the housing sector to benefit from speech analytics delivered by an expert team with a track record in achieving tangible business results.”