The role and complexity of your contact centre is evolving at a rapid pace: agents are not only more likely to be geographically dispersed, but also working across any number of channels, across voice, chat, email and more.
This can cause challenges when it comes to delivering consistency of service and ensuring all customer interactions are fully compliant with current regulation, however.
At Liquid Voice, we help organisations like yours understand what’s really happening across all your customer communications, capturing and analysing data ranging from call and live chat interactions through to body-worn camera footage and contextual data. This means you’re able to immediately identify problem areas as well as track longer term trends across historic data.
Many communications channels are now used by public safety organisations during and after any incident. Our SmartEvidence solution provides a highly resilient platform which ingests, captures and analyses every element of every incident, including calls, radio, geo-location, video feeds and command and control data.
Keeping up with regulatory best practice in Financial Services is a considerable challenge. Liquid Voice Solutions enable you to monitor customer interactions for compliance in near real-time, across all your channels (including relevant back-office systems) while ensuring all recordings – including those created in legacy systems – are ingested, encrypted and consolidated into a single, fully compliant and easily retrievable dataset.
Government & Public Sector
We help organisations across the public sector, from central and local Government agencies, through to publicly owned transport and utilities, support their service users and improve customer experience.
We do this through real-time speech-to-text transcription, and contextual analytics and we ensure data captured during interactions with the public is appropriately encrypted, tagged and maintained.
Our call recording and analytics solutions help contact centre managers ensure consistent quality and best practice, across all customer communication channels. Providing a single-pane-of-glass view of every interaction, including historic interactions caotured in legacy platforms, Liquid Voice enables deep mining of data to produce valuable business insights and trend analysis.
WHAT WE DO AND HOW WE DO IT
We work with organisations across sectors to ensure they provide consistently great service across customer channels, and ensure that service is fully compliant with internal and regulatory standards. We do this through:
Why Liquid Voice?
At Liquid Voice, we see our value as simplifying the complex. With many years operational experience, we understand the operational challenges facing contact centres and control rooms across sectors. This knowledge has shaped our technology solutions to deliver the insights, structure and controls you need for your customer interactions.
Our smart interaction analytics platform enables you to capture every element of every conversation, trade or incident, providing you with the full perspective. We then provide you with the appropriate applications from our suite to address your specific needs, whether that be to monitor and track compliance, more effectively manage incidents or to mine captured data to identify trends and opportunities.