Liquid Voice has completed a successful IVR project for SitexOrbis. The project as part of the SitexOrbis code5 lone worker protection service integrates call recording, IVR, GPS, scheduling and incident handling systems to help the 24/7 response team provide rapid assistance to 14,500 lone workers in a potentially dangerous situation.
“We continually invest in development of our systems and use an internal technical team and resources from across the wider group to ensure that we explore every option we can to improve our services,” explains Andy Birss, Technical Services Manager for the Lone Worker group, “Our systems are highly bespoke and absolutely critical 24 hours a day so when we decided to add IVR functionality, we had a very tough set of criteria for selecting a technology partner.”
SitexOrbis has used a Liquid Voice call recording solution for a number of years, “so it made sense that we talk to them first regarding the new IVR solution although it was not a foregone conclusion,” says Andy Birss.
SitexOrbis’s Technical Services Manager Andy Birss decided that the company needed to work with a partner with both a strong product base across both areas and a corresponding technical development capability to help with migration and integration. “From our own internal design on how the lone worker automated IVR system needed to work to us engaging with Liquid Voice and them assisting with internal deployment took just four weeks – and that included the Bank holidays,” explains Andy Birss. “We than ran it extensively through testing and any changes we needed where handled quickly and professionally by Liquid Voice. The system is now up and running and both elements have been flawless.”
The Liquid Voice 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 sounded. The system allows operators to quickly playback elements with enhanced audio while the ongoing recording is unaffected. The new Liquid Voice IVR element allows lone workers to both quickly record location information as well as automating a timed telephone call check to ensure the lone worker is safe. Both systems are integrated into an advanced tracking, monitoring and incident management system that allows operators to rapidly analyse and escalate any issues to police or other local response teams.
“Working with SitexOrbis on such a critical project is the type of challenge our developers relish,” says Chris Berry, Business Development Director and Co-Founder of Liquid Voice, “Some people treat IVR as a commodity but when you have the capability to integrate it into a bespoke system you can really deliver many advantages that ‘off-the-shelf’ equivalents can never truly match.”
Do you service lone workers? How are you keeping them safe and complying with lone worker regulations, Comms Business would like to hear from you.
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