Integrated telephony technology partnership helps reduce complexity and improve customer experience for 95% of UK Councils and 40 of the top 100 housing groups.
Liquid Voice, a highly respected enterprise call recording and contact centre solutions specialist has released details of its successful integration with Civica Contact Centre applications that is helping a growing number of organisations across the UK streamline client engagement, meet regulatory requirements and remove IT complexity.
Over the last year, technical teams from Liquid Voice and Civica have developed a set of integrated telephony and call recording features into the core of the Civica application set. These include the ability to seamlessly pass calls and client details across departments and workflows while maintaining call recording policies and functionality. The solution spans both on premise and hosted applications and provides a reliable and scalable contact management platform.
Over the last year, technical teams from Liquid Voice and Civica have built tight integration and a set of advanced telephony and call recording features into the core of the Civica application set. These include the ability to seamlessly pass calls and client details across departments and workflows while maintaining call recording policies and functionality. TThe integration has proven particularly useful for the housing sector, an area where Civica supports 40% of the top 100 housing groups and associations with over 1 million properties under management. Organisations that have deployed a Civica solution with an integrated Liquid Voice CTI and call recording solution include bpha, A2 Dominion and The Bernicia Group.
“The housing sector is well suited to capitalise on an integrated contact manager and CTI solution, especially as organisations strive to improve efficiency, reduce costs and deliver the best customer experience possible,” explains Michael Hayward , Sales Director for Civica, “Liquid Voice are subject matter experts in the field of telephony and by working closely with their team, we are able to ensure that telephony functionality is delivered seamlessly and as both of our application sets progress, our clients don’t have to worry about the application becoming incompatible.”
One such customer that has benefited from the tight integration between Civica and Liquid Voice is bpha, a group based in southern and eastern England that manages more than 16,000 homes and employs over 300 staff. Adam Gould, Head of Customer Contact for bpha says “We have worked with Civica for a number of years and the new integration with Liquid Voice has helped us improve how we communicate with our tenants and meet our PCI compliance requirements in respect to call recording.” Adam points to a quantifiable increase in the ability to benchmark its ongoing performance objectively.