Liquid Voice · Smart business analytics
Enabling exceptional, consistent & compliant customer experiences
Interaction recording, quality management and analytics for contact centres that provide critical services or operate in highly regulated industries — across utilities, financial services, legal and the public sector.
The contact centre challenge
You already record everything. Are you using it?
If you are a contact centre that provides critical services to your customers, or operate in a highly regulated industry, your challenge is how you deliver exceptional customer experiences while ensuring that each interaction is consistent, ethical and compliant.
It is likely that you record every interaction either for compliance or as best practice — but how do you leverage this in real time to improve performance? To alert you to potential issues on current calls, spot indicators of vulnerability or flag non-compliance? And how do you ensure that historic recordings sitting on legacy platforms are compliant too?
You have a wealth of data that you have captured; the smart approach is to use this to monitor and improve agent performance, to truly understand trends and customer preferences, and to better position you for the future.
Every interaction, captured and analysed
Three steps to a smarter contact centre
Our focus is to provide a solution that takes care of the past, the present and the future.
Securing & leveraging legacy data
Your historic recordings are likely to sit across multiple legacy platforms, in different formats, consisting of both voice and text-based interactions.
Not only is there a cost and operational burden in maintaining these legacy platforms, but given that many of these recordings pre-date current legislation, they are unlikely to be compliant. They contain personal data that needs to be encrypted or redacted, and possibly even toxic data that needs to be identified and remediated.
Consolidate & index
We use our tools and process automation to access your legacy recordings and consolidate these on a single platform with a single indexed pane of glass, enriching tagging to link data across agents, customers and transactions.
Analyse & secure
We inspect each element of data for compliance — GDPR, the Privacy Act, PCI DSS or your industry regulations — redacting sensitive information, remediating toxic data and encrypting to secure.
Access & share
A single pane of glass to search legacy data the way your business requires, transcribing voice recordings into structured data that can be mined and analysed.
Driving consistent, ethical & compliant experiences
The challenge is to ensure that every interaction consistently delivers the best possible customer experience while also ensuring you operate ethically and compliantly.
Whereas a lot of contact centres record interactions, many miss a significant opportunity to use this to improve performance. Supervisors should be immediately alerted when it looks like an agent is struggling, and have interactions flagged where there is a potentially vulnerable customer, a non-compliant transaction, or indicators of an unsatisfied customer.
Capture & transcribe
Capture every type of interaction — voice, email, text, chat or even self-service transactions. By transcribing voice into text we index your interactions and tag them with meaningful data to optimise search and replay.
Analyse & inform
Through interaction analytics we automate quality management, reviewing 100% of interactions, validating against your compliance and best practice rules and identifying potential customer vulnerability.
Share & action
Intuitive dashboards immediately show each interaction and highlight areas of risk, quality concern or satisfaction issues — turning insight into action through workflow that pushes interactions to teams or individuals.
Creating invaluable insights
With the need to comprehensively record every interaction comes the opportunity to leverage that wealth of data to generate insight that is invaluable for your organisation.
Dispute resolution can be streamlined — quickly find all interactions related to a particular customer, agent or transaction and review these to reach the right conclusions. By leveraging analytics you see the complete picture to spot trends in customer needs, preferences and satisfaction.
Search & replay
Every interaction is tagged with detailed meta-data so you can quickly find what you are looking for. Linking interactions by agent, customer or transaction lets you retrieve and gain a holistic perspective fast.
Trends analysis
We analyse every interaction and smartly apply tools such as key word proximity and phrase spotting to identify areas of interest — trends in customer needs, preferences, satisfaction, channel and agent performance.
Root cause analysis
Our interaction analytics enables you to drill down on the detail that generates actionable insights — identifying trends within trends, pinpointing root causes and the action to take.
One platform, from capture to insight
Unified, secure & compliant legacy data
Real-time visibility & analytics
Actionable insights & trend analysis
Insights that translate into measurable outcomes
Any contact centre recording customer interactions should be harnessing the value of these to understand and respond to changing business and customer needs.
Driving efficiencies
By understanding the end-to-end customer experience and driving continual improvement around agent performance and first contact resolution.
Reduce risk
By ensuring that every interaction is compliant and ethical, and having an effective tool to spot and address indicators of customer churn.
Deliver value
By unlocking a wealth of insights and trend analysis that positively impacts operational performance and the experiences you deliver.
How we help you
A wealth of experience across public and commercial sectors
We understand the challenges you face and have designed our solutions to specifically address these — supported locally across the Middle East by Metelco.
Speak to our teamAdvise
We quickly understand your specific needs and advise not only what is possible, but what would deliver the outcomes you are looking for — leaving no stone unturned.
Enable
Technical expertise to provision, configure and customise your solution while minimising disruption. Deploy as a cloud service or on-premises to align with your IT strategy.
Manage
Versed in supporting mission-critical environments, we deliver exceptional support available 24×7, plus managed services that reduce the burden on internal teams.