Liquid Voice has provided us with the most cost effective way to achieve PCI compliance without compromising operational efficiency,BoyleSports
We have been very impressed by the level of ongoing support provided by Liquid Voice and Eyrco Communications, not to mention the rapid response they have both delivered to resolve any technical issues we have experienced with our telephony infrastructure,BoyleSports
BoyleSports is Ireland’s largest and most successful independently-owned bookmaker. Founded in 1989 the organisation has grown to over 200 shops in Ireland and now offers telephone, mobile and internet betting and gaming services in Ireland, the UK and a range of other international markets.
BoyleSports makes significant investments in making the customer experience a faster and more satisfying experience. The organisation wanted to expand the call recording capability in line with recent business growth and achieve compliance with PCI-DSS regulations relating to taking credit card payments over the telephone.
With around 2.5 million calls being handled each year, it was essential that a new call recording platform would be easy to manage, could be accessed using the latest web browsers and could be fully integrated with BoyleSports’ existing Avaya Aura Communication Manager (ACM) telephone system.
After evaluating numerous alternative solutions, BoyleSports selected the Liquid Voice platform that was proposed by Eyrco Communications, a specialist Dublin-based provider of enterprise voice communications, compliance recording and performance management solutions across Ireland. This web-based platform provided BoyleSports with the most cost effective way to achieve full PCI-DSS compliance.
The platform would also allow BoyleSports to easily add advanced applications like quality management and speech analytics in the future whilst offering a lower total cost of ownership. Also, as a registered Avaya DevConnect Technology Partner, Liquid Voice would be able to ensure full integration with the Avaya ACM telephony platform used across the organisation without needing to upgrade the PABX.
Eyrco and Liquid Voice installed the new recording platform at BoyleSports’ head office in Dundalk, County Louth, including full integration to the Avaya ACM system, to record all inbound and outbound calls. The installation also included automatic pause and resume functionality for over 400 Agents across the enterprise.
The installation process was efficiently completed in short timescales 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 BoyleSports with full training on the system.
The Liquid Voice platform enabled BoyleSports to upgrade from a Windows XP environment, which was already out of support, to Windows 7 and eliminate the compatibility issues that were caused by the old legacy recording system.
The new system is easy to manage on a day-to-day basis and enables configuration changes to be made internally allowing the organisation to quickly react to changing customer demand for its services.
“Liquid Voice has provided us with the most cost effective way to achieve PCI compliance without compromising operational efficiency,” commented Gavin Goss, Network Manager at BoyleSports.
“The pause and resume functionality ensures that Sensitive Authentication Data (SAD) relating to credit cards is not overheard, recorded or stored during telephone-based CNP transactions. This reduces the level of PCI auditing required and delivers substantial cost savings and a rapid return on investment.”
The system delivers significant time savings as it allows the BoyleSports customer services department to rapidly locate and replay interactions with customers using a comprehensive range of search criteria to pinpoint the required recordings. This allows the organisation to segregate calls by department for improved security. Calls can also be tagged, either automatically or manually, to further speed up the call retrieval process and enable the delivery of a higher level of customer service.
Liquid Voice provides pro-active support to ensure that the system continues to operate at peak efficiency and availability.
This service includes full remote monitoring to identify and resolve any issue before it impacts on the delivery of the highest level of customer service. Should further assistance be required, a fast and responsive service is provided.
“We have been very impressed by the level of ongoing support provided by Liquid Voice and Eyrco Communica-tions, not to mention the rapid response they have both delivered to resolve any technical issues we have experi-enced with our telephony infrastructure,” continued Gavin Goss. “Both companies are a trusted support partner and are committed to helping us meet all service targets.”
The platform offers high levels of flexibility and future-proofing by enabling advanced applications such as quality management and speech analytics to be cost effectively added as required. These fully integrated applications will further enhance the ability of BoyleSports to meet the specific needs of customers and maintain its leading position in the market.
In addition, BoyleSports will shortly be rolling out new automated pause and resume functionality that will enable agents to focus on providing the best customer service whilst enhancing PCI compliance across the organisation.