PumaIP - managed communications for all types of business

In the UK we have a service-based economy. The quality of your service is critical because today it is what differentiates you from your competitors, and it’s becoming increasingly important as more and more companies become familiar with the tools and techniques of first-class customer service. In fact, the premium on good quality service has never been higher.

How do you control your customer service when you’re relying on individual personalities to deliver it? Without any evidence other than their word, how can you ensure that your people remain objective and professional even when dealing with the most awkward of customers, day in day out?

Customer service advisers operate within the privacy of a one-to-one phone call and towards the end of a long day it can be an alienating experience. How can you ensure that you protect them? How do you provide a way for them to demonstrate how good they are at their jobs - a way for them to get more involved in the workings of your organisation? After all, they’re the ones talking to your customers – imagine the insight you could get from their experiences! But how do you get that insight without taking them away from what they’re paid to do – take calls?

Technical information

• Each recorder can handle up to;
- 512 simultaneous calls for VoIP recording
- 512 concurrent ISDN calls
- 512 analogue or digital handset recording
• Multiple servers can be used to provide full redundancy and unlimited capacity
• Comprehensive audio compression options
• Fully web-based for easy role-out and remote access
• Open architecture facilitates easy integration

Liquid Recording can be integrated in to most software packages – CM, CRM, EDRM, ERP and more. Please contact us to discuss your requirements.

	"Hi, you're through to Louise, how may I help?"
	"Listen, don't transfer me, don't call me back to ask me things I've already told you. I'm sick of you people passing the buck. I'm going to tell you, once, and I want you to sort it out."
	"No problem sir, you're not actually through to the right department but I assure you I'll get this resolved today."
	"How can Louise say that with such confidence? Could she have a secret weapon in her customer service armoury?"
	Statistics show that a customer who has a problem resolved is 50 times more loyal than a customer who's never had a problem. Because in a world of marketing and selective truths, what better way to instil confidence in your customers than by demonstrating your ability to look after them if all doesn't go exactly as planned?
That is where loyalty is born. Louise can record the call and send it to the right team, who can call back with the answer.

Benefits of call recording to your business In the truest sense of the word, this is an ideal solution whether dealing with service or project focussed departments…
•Protection All telephone transactions can now be recorded, archived and retrieved at the touch of a button, minimising costly disputes and ‘verbal’ misunderstandings	• Transparency of Operation Validate the coherence of your organisation to your clients by demonstrating a transparent and value for money service
• Legal / Contractual Compliance With e-disclosure becoming increasingly important, call recording is the next pro-active step towards legal protection of both the organisation and the caller	• Conversation Clarity and Playback Manipulation Background noise can be eliminated, thus eradicating any misunderstandings
• Peace of Mind By documenting verbal requests and transactions	• Improved Security Both internally and externally, with call recording enhancing awareness of what is said and to whom, providing a robust audit trail if needed, and admissible court evidence
• Improved Customer Service By evaluating and improving each call, monitoring the effectiveness and productivity of each conversation, thus delivering better customer satisfaction	• Improved Staff Retention Users are protected, empowered and motivated, leading to increased productivity adn less sick days/ attrition/ stress related illness.
• Inter-departmental Communication Calls can be emailed to colleagues or associates	• Instant minutes Conference calls can be recorded for project/supplier review purposes

Key Liquid Recording features
• Scalability Specifically designed for all sizes of user, from 10 to 100,000s of telephone conversations per day	• Affordability Liquid Recording’s highly competitive pricing proves that an effective call-recording solution does not need to cost a fortune
• Ease of Installation & Maintenance Simple, intuitive windows based system removes the need for training and expensive support	• Ease of Retrieval Calls can be searched instantly using time, date, caller details, user details and key words.
• Conversation Clarity and Playback Manipulation Background noise can be eliminated, thus eradicating any misunderstandings	• Multi-site Application Scaleable from small single site teams to large national organisations
• Low-cost Secure Storage Calls can be stored securely and cheaply to the call-recording device itself or to a network destination of your choice	• Off-The-Record Conversations Users can be given the option to cancel recording midway through a call by entering a special code on their handset
• Personalised Recording Parameters You will choose which calls you want and do not want to record, providing a tailored system for your organisation

Find out more...

Why record your telephone calls?

How will call recording help my Customers service?

General guidance concerning the issues surrounding the recording of telephone calls

PumaIP is the trading mane of Business Solutions Telecom Ltd 134 kennel Lane Billericay Essex CM11 2SU Reg. in England No. 3318865