Our systems are highly bespoke and absolutely critical 24 hours a day so when we decided to add IVR functionality, we had a very tough set of criteria for selecting a technology partnerSitexOrbis
For over 30 years, SitexOrbis has been one of the UK’s innovators in integrated protection services for both people and property, social housing and commercial customers.
One of the most critical services that SitexOrbis provides is its highly-regarded lone worker security cover.
Lone workers including district nurses, care workers, traffic wardens and housing officers rely on the service through either mobile phones or dedicated panic response buttons, to monitor their movements and conversations, and provide the necessary assistance in the event of an incident.
“Our systems are highly bespoke and absolutely critical 24 hours a day so when we decided to add IVR functionality, we had a very tough set of criteria for selecting a technology partner.” Explains Andy Birss, Technical Services Manager for the Lone Worker group.
Andy decided that SitexOrbis needed to work with a partner with both a strong product base across both areas and a corresponding technical development capability to help with migration and integration.
“SitexOrbis has used the Liquid Voice call recording solution for a number of years, so it made sense to talk to them first regarding the new IVR solution although it was not a foregone conclusion,” says Andy Birss.
The Liquid Voice call recording is constantly active across all monitored lone worker services and begins recording the moment either a call or silent alarm with open-mic is sounded.
The system allows operators to quickly playback elements with enhanced audio while the ongoing recording is unaffected.
The new Liquid Voice IVR element allows lone workers to both quickly record location information as well as automating a timed telephone call check to ensure the lone worker is safe.
Both systems are integrated into an advanced tracking, monitoring and incident management system that allows operators to rapidly analyse and escalate any issues to police or other local response teams
SitexOrbis is now migrating existing customers, such as Arena Homes and Gateshead Housing, onto the new systems.
“Code5 is a good service. Staff can use their own mobile phones so there is no need to change or carry more equipment,” says Roberto Demidio, Health and Safety Manager for Gateshead Housing,
“Experienced operators are always there for them 24/7. It also provides staff with the ability to record ‘difficult’ appointments and keep a central file in case allegations are made later.”