The agreement will enable Civica to provide valuable technical assistance to help customers specify, install and support solutions around call recording, computer telephony integration and interactive voice response systems.
“Unified communications and especially call recording is a major consideration for the public sector as organisations strive towards improved customer service and PCI compliance,” explains Chris Burden, Managing Director of Civica Connect, “Our partnership with Liquid Voice strengthens an existing relationship and allows us to create solutions that are reliable, fully featured and designed to work together as an integrated set of products with the full support of two very experienced service providers.”
As part of the agreement, Liquid Voice is now the main call recording solution within the Civica Connect portfolio and Burden believes the deal offers long term benefits for public sector customers, “We have successfully tested the solutions internally and completed a number of joint customer engagements and moving forward we will be working closely with Liquid Voice to further enhance the functionality of our offering. The agreement also provides a cost benefit allowing public sector customers to deal with a single supplier that will ensure projects are delivered on time, within budget and without compromise. ”
Crucially, the agreement means that Liquid Voice will continue to develop its application suite to integrate seamlessly with the evolving Civica Group application platforms to ensure that customers are able to retain their investment in both unified communication and enterprise applications without complex support arrangements.
“Our agreement with Civica offers a significant benefit for both organisations and allows us to commit development resources to ensure that our applications are kept continually integrated,” explains Chris Berry, Business Development Director and Co-Founder of Liquid Voice, “Moving forward, it provides Civica customers with an opportunity to enhance their unified communications platforms safe in the knowledge that key applications will work together and subject matter experts are always available to assist with implementation, migration and on-going support.”
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 of this 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.