From The Sip Trunking Experts

TMCNet:  Liquid Voice and Ember launch speech analytics as a managed service for UK housing sector; End-to-end solution will improve customer service, reduce costs and meet compliance requirements

[November 20, 2012]

Liquid Voice and Ember launch speech analytics as a managed service for UK housing sector; End-to-end solution will improve customer service, reduce costs and meet compliance requirements

(M2 PressWIRE Via Acquire Media NewsEdge) UK -- Liquid Voice, the highly respected call recording specialist, has partnered with customer management consultancy, Ember Services, to introduce a speech analytics managed service for the UK housing sector. The new service combines Liquid Voice's advanced call recording technology and Ember's proven managed analytics capability. This end-to-end solution will capture customer conversations and analyse their content to provide insights that will help Liquid Voice's housing sector clients take action to improve customer service, reduce contact centre operating costs and meet regulatory obligations.

The new service will be previewed for the first time at the IT in Housing Exhibition held on 20 & 21 November at London's Olympia.

"We have worked with many organisations in the housing sector and recognise that they are keen to maximise their investment in call recording to generate additional benefits," explains Chris Berry, Business Development Director for Liquid Voice. With Ember we can apply speech analytics to recorded calls and provide strategic consultancy to interpret the findings.

And, because this is a managed service, our clients can achieve these benefits without capital investment in technology, expensive skills development or ongoing management costs." Liquid Voice delivers an integrated suite of computer telephony applications including call logging and recording systems, computer telephony integration, bespoke interactive voice response and auto-call distribution.

Liquid Voice's solutions have been successfully deployed by a growing number of ALMO (arms length management oganisations), public and private sector clients, including Civica, Gateway Housing Association and Spelthorne Borough Council.

"We have pioneered the use of speech analytics as an effective means of generating robust insight into our clients' customer management operations to help them define and execute strategy," says David Naylor, Head of Analytics for Ember. "With Liquid Voice, we are partnering with a housing industry specialist with a solid reputation for delivering the key underlying technology systems that allow analytics to flourish. Together, we will deliver a managed service that allows organisations in the housing sector to benefit from speech analytics delivered by an expert team with a track record in achieving tangible business results." Naylor highlights the power of managed analytics by referencing the experience of its client, London Borough of Merton, which is using the insights gained from the service to solve problems that prevent 43% of calls from being resolved at first contact, shift 23% of phone calls to lower cost channels and to eliminate 16% of calls deemed avoidable.

Liquid Voice will demonstrate its extensive portfolio, including elements of the new managed service, on stand 116 at the IT in Housing Exhibition.

Together with David Naylor of Ember and Chloe Weatherhead, Head of the Housing e-Academy at Virtual College, it will also co-host a workshop on 'Measurable Improvement', which will include elements of best practice in speech analytics and customer service excellence focused on the achievement of measurable return on investment.

NOTES FOR EDITORS Chris Berry of Liquid Voice and David Naylor of Ember Services are available for interview during the IT in Housing Exhibition (stand 116) or via telephone via prior arrangement.

About Liquid Voice Since founding in 2005, Liquid Voice has grown to become the UK's leading provider of call recording solutions and supporting CTI, IVR and analyses tools such as Speech Analytics, Activity Monitoring and Screen Recording.

Through its software application development capability, Liquid Voice offers a highly integrated platform to deliver high value and bespoke solutions to customers across the UK and the rest of the world as both on-premise or through professionally managed services.

As subject matter experts within the area of call recording, Liquid Voice helps clients meet compliance issues such as PCI DSS, Financial Service Authority regulations and improve customer experience. Over many years, Liquid Voice solutions have been deployed to address challenges within a wide range of vertical markets including Housing Associations, Local Government, Financial Services and the Legal profession.

Liquid Voice is a Mitel Advanced Commercial Development Partner, Avaya DevConnect Registered Developer, Aastra Authorised Partner, Cisco Development Partner members of the ShoreTel's Innovation Network. Liquid Voice engineers are MCP (Microsoft Certified Professional), MCSE (Microsoft Certified Systems Engineer) and MCSD (Microsoft Certified Solution Developer) qualified.

Liquid Voice has worked with hundreds of organisations from across the globe and includes references from Domino's Pizza, DLA Piper, Kier, CBS Interactive and Flagship Housing Group amongst its extensive list of successful relationships. About Ember Services Ember is a new kind of customer management consultancy focused on helping its clients to realise commercial value from their customer management activities. It does so by identifying and then exploiting opportunities for cost reduction, revenue enhancement and improved customer worth.

In that respect Ember has an unashamedly financial focus and is committed to achieving tangible business benefits. Its recommendations are backed by robust and detailed analysis as well as a clear outline of the financial benefits the client can expect to gain through implementation. In this way Ember provides a clear business case for change, innovation and restructure. For further information contact: Anne Harding The Message Machine (PR for Liquid Voice) Tel: 01895 631448 eMail: ((M2 Communications disclaims all liability for information provided within M2 PressWIRE. Data supplied by named party/parties. Further information on M2 PressWIRE can be obtained at on the world wide web. Inquiries to


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