Customer Systems and Software Support
Customer Support is at the top of our priorities
Smartcall Customer Support Services are ISO 9004 certified and audited by BSI
Over 98% of customer queries responded to within targets
Over 95% of customer calls are dealt with by the engineer they first speak to
Smartcall customer services provide friendly helpful support to our call recording customers. Our skilled team of call recording engineers are able to respond quickly to customer issues and through remote diagnostics resolve issues in a timely manner.
When you call us for support you will talk to an engineer who understands our call recording software and products, and who will do everything possible to resolve your issue or give advice and assistance.
Customer Service Levels to suit your business
Smartcall customers can choose the level of support they need for their business.
StandardGuard – Support hours, 9.00am to 5.30pm, Monday to Friday, excluding public holidays. Response times for call recorder issues is 4 hours for major and 8 hours for minor support requests.
TailorGuard – This is an individual, bespoke support and maintenance service tailored to meet the exact needs of your business. For example customers where call recording software is “Mission Critical” may choose 365 day, 24 hour cover with guaranteed fix times.
“It is not often I am so impressed by a supplier that I am compelled to put it in writing. However the response London Underground Telephone Services had when we asked SMARTCALL to help us commission the Network Control Centre at short notice demonstrated and exceptional level of service and customer care which we have not seen for some time”
Tim Lacey, Project Engineer, LUL IM Telephone Services
Call Recording Software Case Studies
LIBERATA is a leading provider of business support services to public and private sector organisations across the UK. It’s core business activities include:
1) Helping clients match best practice by 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 key benefits for Liberata choosing Smartcall’s call recording solution:
“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.”
Rob Purdy, Systems Architect, Liberata
Thomas Sanderson has been manufacturing blinds in Britain for over 20 years and is Europe’s largest manufacturer and supplier of blinds and shutters.
Smartcall Voice-Net is used to record a mixed VoIP and Digital environment of over 100 extensions. The solution is fully integrated with the CRM in use by Thomas Sanderson for linking and tagging and is PCI DSS compliant.
“Smartcall delivered a simple cost effective solution that integrated fully with our existing systems. The system is fully scalable to meet the needs of our expanding business.”
Terry Jurd, Support IT Manager, Thomas Sanderson
Transport for London (TFL), opted for SMARTCALL Voice-Net advanced call recording systems to record telephone and radio calls at several of their key London Control Centre sites.
SMARTCALL Voice-Net recording nodes were installed in the Network Control Centre’s to record all emergency calls from members of the public using the London Underground as well recording all activity in the vital track maintenance control rooms. Configured for resilience and Disaster Recovery the Smartcall Voice-Net recorders provide a high availability Call Recording solution.
TFL’s Network Control Centre’s operate 24 hours a day, 365 days of the year providing an essential customer service and security function to our Capital City. It was important to ensure that the Call Recording systems would ensure all calls in and out were both recorded and able to be found and replayed quickly.
“The users are delighted with the new voice recorder which is now fully commissioned. Your engineers are a credit to you and I will have no hesitation recommending SMARTCALL to others”
Tim Lacey, Project Engineer, Transport For London