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January 7, 2014

Civica and Liquid Voice help improve customer experience for public sector organisations

95% UK Councils and 40% top 100 housing groups gain access to tangible long term cost and support benefits.

By Duncan Macrae

Liquid Voice, an enterprise call recording and contact centre solutions specialist, has released details of its successful integration with Civica Contact Centre applications that is helping a growing number of organisations across the UK streamline client engagement, meet regulatory requirements and remove IT complexity.

Over the past year, technical teams from Liquid Voice and Civica have built tight integration and a set of advanced telephony and call recording features into the core of the Civica application set.

These include the ability to seamlessly pass calls and client details across departments and workflows while maintaining call recording policies and functionality. The solution spans both on premise and hosted applications and provides a reliable and scalable contact management platform.

The integration has proven particularly useful for the housing sector, an area where Civica supports 40% of the top 100 housing groups and associations with over 1 million properties under management. Organisations that have deployed a Civica solution with an integrated Liquid Voice CTI and call recording solution include bpha, A2 Dominion and The Bernicia Group.

Michael Hayward, sales director for Civica, said: "The housing sector is well suited to capitalise on an integrated contact manager and CTI solution, especially as organisations strive to improve efficiency, reduce costs and deliver the best customer experience possible.

"Liquid Voice are subject matter experts in the field of telephony and by working closely with their team, we are able to ensure that telephony functionality is delivered seamlessly and as both of our application sets progress, our clients don’t have to worry about the application becoming incompatible."

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Chris Berry, business development director and co-founder of Liquid Voice, said: "Our relationship with Civica is more than just a one off project but an ongoing partnership that simplifies the integration of telephony management and recording within the workflow, so it simply delivers without organisations having to invest time and resources on complex and ongoing technical support.

"The net result is that our joint customers gain advanced features from day one and as requirements evolve, our clients know that they will be supported either on premise or in a hosted environment in a completely seamless fashion."

Liquid Voice will also provide Civica with new products that will help customers to drive efficiency, streamline processes and ultimately enable customers to save time and money. One example is the new Liquid Voice Speech Analytics Managed service which uses software to analyse both natural speech and calling patterns to help organisations improve call handling strategies.

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