ABOUT LIBERATA
LIBERATA is a leading provider of business support services to public and private sector organisations across the UK.
It’s two core business activities are
1) To help clients match best practice ie. adopting good corporate governance and BPO risk management.
2) Connecting local authorities via delivery centres to form a network of resource with CapacityGRID.
CapacityGRID is a virtual shared service market place, through which local authorities can connect, collaborate and trade resources, where over 50 local authorities are already connected. Liberata chose Smartcall because they offered the most cost effective scalable solution and a dedicated support team should they experience any problems.
THE CHALLENGE
Smartcall’s aim was to understand Liberata’s customers’ requirements and provide them with a solution that met their business needs today and in the future. With its large customer base it was important to provide Liberata with one resilient system that did everything from the start. It was also important that the system was fully scalable. Initially the total number of users on the system would be 60 however Smartcall were informed that this would soon grow by another 30 or 60 users.
The Liberata WinTel support team wanted to build their own servers. This would enable the team to install the operating system to comply with their internal policy. Smartcall provided a solution flexible enough to meet these needs. The hardware remained the responsibility of Liberata to maintain.
Liberata delivers business critical services to its customers so it was really important that installation and servicing was undertaken outside of office hours.
THE SOLUTION
Initially Smartcall began by converting the trunk recording at Barrow in Furness to 30 VoIP extensions on a Mitel IP3300 and later added 30 users to it. A rack mounted industrial strength platform was provided by Liberata. Smartcall supplied the latest Voicenet digital call recording solution with Oneview, Datalink and Assessor offering the following exceptional benefits:
• Calls are 256-bit encrypted and protected with tamper detection for maximum security.
• Search and replay of calls from anywhere on the network via a password.
• The ability to retrieve calls and “drag and drop” them as decrypted media files so that they can be distributed via e-mail.
• The ability to send a hyperlink pointing to the recording on the system, which prevent the calls from leaving it and therefore increase the security and privacy requirements.
• Optional Assessor quality monitoring software for agent improvement and monitoring.
• Comprehensive search capability allowing calls to be found by any data held including for example: date and time, CLI, DDI, extension, Agent and business data such as Customer Name or Reference.
• Voice-Net is a modular system, allowing any combination of trunk-side, extensionside and desktop recording, mixing both digital and analogue formats.
• Voice-Net supports a range of standard external network storage options such as File Server, SAN or NAS. Voice-Net DATALINK is an enhanced search and replay feature and offers a number “out of the box” approaches to collecting data from your existing business systems.
No voice recording solution offers a wider range of data collection technology. Some of the data collection features include:
• Data Tag – A small data collection application running on each Agent’s desktop and allowing key data to be entered during or shortly after the call.
• Hook Messages – a simple message protocol, allowing you to send business data to Voice-Net directly from your application.
• Integration with your business application can be automated.
• PCI DTMF Key Pressed – Allowing the agent to mute, un-mute, or stop the recording by a sequence of keys pressed on the telephone handset.
• Call Control Toolbar – A small toolbar that appear at the beginning of the call allowing the agent to mute, extend mute, and unmute the part of the call where the credit card payment details are taken. This is done by clicking on the relevant button at the time from the Agent’s desktop to activate the desired mode.
• Automation – There are out of the box automation processes.
• Integration with payment application or system. Collection of data can be automated. A simple message protocol, allowing you to send mute commands to Voice-Net directly from your application Muted calls will be indicated in the search application for ease of detection.
Access to recording could be done from anywhere on the network using Oneview, a browser based technology. Search for calls is done using date & time, duration, direction of the call, DDI, CLI and extension numbers. Learn more about call recording solutions.
THE RESULT
The key benefits for Liberata for installing Smartcall’s call recording solution are;
– The security, flexibility and dedicated support.
– The system can be used for training, dispute handling, call verification, and compliance.
– The Voice-Net system is used to record all incoming and outgoing calls for FCA compliant regulations. The system supports PCI DSS compliance.
[blockquote]
“Smartcall’s digital voice recording solution ensures that we meet the primary needs of our customers. The system is fully scalable to meet the needs of our expanding business.”
[/blockquote] Rob Purdy, Systems Architect, Liberata