Liquid Voice was selected owing to its cost effective and flexible solutions to our business needs and is proving to be an enthusiastic and dynamic partnerShire Leasing - www.shireleasing.co.uk
Shire Leasing is an independent provider of equipment finance, asset leasing and commercial services.
A member of the Finance & Leasing Association, it is the largest independent funding house in the UK. It aims to deliver first class customer service in its quest to improve cash flow for businesses.
Its ‘Leaseman Online’ software is a unique secure online proposal system. Using this system, its approved suppliers can obtain instant finance decisions for its customers, supported by documents which are fully populated.
This enables its approved suppliers to:
Shire Leasing has over 100 staff at its Tamworth site, whose day to day activities include sales calls or lease proposal transactions.
Their calls often relate to the processing of proposals such as queries on acceptance conditions. Shire Leasing identified several specific requirements of call recording and associated services to help improve its business efficiency and effectiveness:
Implementing an effective call recording solution is now mandatory for businesses in the financial services sector in order to meet the exacting requirements of The Financial Services Authority (FSA)
Integration with bespoke in-house applications
Shire Leasing’s Leaseman Online software is an important part of its business which is fundamental to its daily operational activity
Call monitoring to assist with staff training
This facility allows organisations to improve the way they interact with customers over the ‘phone by effectively sampling, quality monitoring and analysing calls
Provide protection to Shire Leasing in the event of
Call recording provides invaluable evidence of transactions to aids dispute resolution
Key telephone and business information can be displayed in a visually meaningful manner to help observe operational performance, drive productivity, increase sales and mitigate issues.
Shire Leasing conducted a rigorous appraisal of potential solution providers and became aware of Liquid Voice through Midland Communications, its telephony system provider.
Liquid Voice had several full scope meetings with Shire Leasing to assess their needs and ensure the project could be delivered to meet their technical and business requirements.
Graham Coe, Shire Leasing’s IT manager, explained: “Liquid Voice demonstrated their ability to tailor their systems to our specific requirements and provide the necessary integration skills and support important to our business needs.”
One of Shire Leasing’s requests was for automatic number dialling and linking of call recordings from within its own Leaseman Software, providing users with a single point of access to all conversations relevant to a lease transaction.
This entailed Liquid Voice using its integration skills to
obtain the user and extension information from the
Active Directory and developing a CTI library which
could be used to dial numbers, tag recordings with
account information and playback recordings.
The implementation of a Liquid Voice call recording system means that Shire Leasing is now FSA and PCI compliant – a requirement for any operation taking credit card details over the phone.
Liquid Voice has provided its Liquid Wallboard solution to Shire Leasing. This allows key call and business statistics to be displayed to help improve operational focus and efficiency.
Crucial to their ongoing staff training ambitions, Shire Leasing’s call recordings can now be played back through their Mitel handsets.
Liquid Voice has provided training for the supervisor, key user and IT administrator to ensure Shire Leasing can make full use of its new capabilities.
Liquid Voice’s solution is now installed and
ready for verification.
From having no call recording capabilities, Shire Leasing now has a fully-compliant system, integrated with its own software and CRM systems, which is securely backed up.
Shire Leasing’s Graham Coe, commented: “Now, when a Shire Leasing user clicks on a dial button, it will call the relevant function in the Liquid Voice provided CTI Client library automatically.”
“In addition to saving time looking up and dialling numbers, all companies relating to a proposal can be dialled from a single point of access regardless of whether the information is currently on display or not.”
Where relevant, the application will also pass the application name and record type and unique identifier.
These 3 parameters are tagged against the recording if the call is successfully connected.
Using this information, it is now quick and easy for a call to be located inside the Liquid Recording web interface – ideal for the occasional cases of dispute resolution and indemnification.
Graham concluded: “Liquid Voice was selected owing to its cost effective and flexible solutions to our business needs and is proving to be an enthusiastic and dynamic partner.”