Customers today communicate, trade, engage and interact on multiple diverse channels. Many are quickly moving their telephony and infrastructure to the cloud, freeing up valuable resources, reducing their technology footprint and allowing them to be more agile.
Every day we help our customers with the same transition.
Liquid Cloud securely captures and stores all your interactions, no matter where you are, or how you communicate, securely with unlimited scalability.
Irrespective of who or where your customers are, across any device or channel you interact or trade on, we can help.
For over 13 years we’ve provided call recording, WFM, speech analytics and regulatory compliance toolsets to organisations all over the world, across every market vertical.
We’ve seen change and we’ve been at the forefront of innovation, such as implementing speech recognition to power our technology, and automating Quality Management with automatic score card completion.
We recognised some time ago that a phone system won’t always be installed in the office, mobiles would eventually replace or be used more frequently than handsets on the desk, yet customers would still need to retain some legacy systems such as two-way radio interfaces and emergency service numbers.
Customers moving to the cloud or a hybrid environment today, are interacting on mobile devices with voice and IM and they expect technology to follow and adapt, not to hold them back.
Organisations using systems that are no longer supported by manufacturers or solution vendors should consider migrating the stored data to a current platform for greater security and improved access to stored recordings.
Liquid Voice provides an effective and efficient solution for organisations that have been using old, legacy platforms to store recordings and makes it easy to successfully import historical recordings to a new, fully supported platform without the loss of any data.
In fact, we have a track record of successfully completing data imports from many of the world’s leading recording systems. As most of them store recordings in a similar way, the importing process is usually a straightforward task.
Thought must be given to how and where recordings are stored as customers will have the right to request access to any personal data being held. Organisations will have to identify, access and, if requested, provide and delete any recordings of interactions that contain captured personal information within one month.
A major challenge will of course be how to identify these recordings, particularly when having to search through historical recordings with only limited attached metadata. There is also the issue of emails, webchats and documents stored on internal systems, all of which will contain personal data that needs to be quickly and cost-effectively located.
Liquid Voice Automated Speech Transcription supports GDPR strategies by helping to manage large volumes of data without having to deploy additional staff to manually search through recordings.
This innovative new solution searches stored recordings for any specific words and phrases and allows the results to be viewed in seconds as text summaries ranked by relevance. It eliminates the limitations of traditional phonetic-based systems.
Recordings are automatically transcribed into text with different speakers colour coded making it quicker and easier to identify the important constituent parts of calls without having to manually listen to entire recordings. Clicking on any particular transcript instantly locates other similar recordings.
As well as rapidly locating specific recordings, the Liquid Voice solution allows them to be easily deleted. It also enables the analysis of any data that can be stored as text including email, SMS and instant messaging. Voice biometrics can also be used to directly identify the customer’s spoken voice.
Content analytics can be used to further refine the search process across all interactions and deliver the results to users in the required format.