The Liquid Voice installation has exceeded all our expectations and the company delivers high levels of local supportPrestige Insurance Holdings
Prestige Insurance Holdings is a leading provider of insurance brokerage and underwriting services. The Group includes Abbey Insurance Brokers Limited, a specialist personal lines insurance broker that provides car, home, travel, taxi and van insurance to the Northern Ireland market.
Another Group company, Prestige Underwriting Services Limited, offers an extensive product range exclusively to a network of over 500 brokers to allow them to compete with direct insurance providers.
Although call recording was already in use throughout the organisation, the legacy NICE system was becoming increasingly unreliable and the support provided by the supplier was inconsistent requiring major issues to be escalated to the manufacturer.
Prestige Insurance Holdings was taking a more strategic view on the use of technology provided within the business and wanted to investigate how the latest generation recording solutions would better meet its specific needs moving forward.
In particular, it was looking for a platform that would enable recordings of interactions with customers to be quickly located and replayed across the business.
It was also important that the chosen supplier would have the resources to provide the highest level of support to ensure that any issues could be quickly resolved without disrupting business operations.
Prestige Insurance Holdings completed a detailed study of available options, which included a quote for upgrading the NICE version 8.9 recording system from the incumbent supplier’s local service partner.
Liquid Voice was selected as the web-based platform provided key functionality not available with the legacy system including PCI compliance, integrated quality management and speech analytics.
It was also easier to use and offered greater flexibility in the way that configuration changes could be made as well as a lower total cost of ownership.
In addition, as a registered Nortel developer, Liquid Voice was able to achieve easy integration with the Nortel CSK platform which was used throughout the organisation.
Liquid Voice installed the new system to record all inbound and outbound calls along with advanced Quality Management for over 600 agents.
The installation process was efficiently completed within 8 weeks of being awarded the contract including racking the new servers, configuration, testing and commissioning to ensure that the switchover process from the old legacy system was incident-free.
Liquid Voice also provided full training to enable Prestige Insurance to achieve maximum benefits from the system.
Prestige Insurance now has higher levels of confidence in the support being provided on an ongoing basis as it is dealing direct with the manufacturer. Liquid Voice provides a pro-active remote monitoring service to ensure that the system is operating at peak efficiency and availability at all times.
“The Liquid Voice installation has exceeded all our expectations and the company delivers high levels of local support. Should further assistance be required, a fast and responsive service is always provided to quickly resolve any issue,” concluded Roy Montgomery.
Liquid Voice provides a fully integrated suite of applications including a Mobility application that accommodates Prestige Insurance’s agent shift patterns and free seating environments. It automatically tracks agents when they logon at the start and end of each shift regardless of where they are sitting. This enhances the retrieval of stored recordings of interactions by individual agents which saves time and increases operational efficiency.
The system enables Prestige Insurance to significantly speed up the way that stored recordings can be accessed and replayed from any location.
Having browser-based access to recordings has eliminated the need to install additional software on PCs and allowed a greater number of people to access the system.
This has also significantly reduced the number of requests for assistance made to the internal IT support department.
According to Roy Montgomery, Group IT Manager at Prestige Insurance Holdings: “The ability to rapidly locate and replay recordings of interactions has improved efficiency and increased productivity.
In particular, our Compliance and Call Monitoring team has been able to assign more staff to audit recordings each month to maintain quality, ensure that KPI’s are achieved and consistently deliver the highest level of customer service.”
The scalability of the Liquid Voice recording platform has enabled Prestige Insurance to cost effectively expand the system, which has accommodated the recent acquisition of Open + Direct Insurance from its UK owners, Swinton Group Limited, making Abbey the largest independent insurance broker in Northern Ireland.
The system is also allowing Prestige Insurance to cost effectively migrate to a SIP environment that will consolidate and simplify the communications infrastructure and deliver considerable cost savings. Liquid Voice will make the required changes and transfer all licenses to this new environment. Prestige Insurance is planning to take advantage of the easy way that advanced applications can be easily added to the call recording platform.
Liquid Voice’s quality management application will enhance the agent monitoring process to further improve performance whilst speech analytics will provide a greater understanding of the real-time needs of customers and enable emerging issues to be quickly corrected before they escalate.
The platform will also allow Prestige Insurance to comply with Payment Card Industry Data Security Standard (PCI-DSS) requirements by protecting confidential customer information such as credit card details when taking payments over the telephone.