Call recording is usually implemented by companies as they need to demonstrate compliance to standards or they can see the real benefit for staff training or issue resolution. When Partnership Assurance ran out of space on their existing Inter-Tel Axxess system, then turned to PSU for a cost effective expansion route plus a leading edge voice recording system.
Partnership Assurance, with offices in Redhill and the City of London, are one of the UK’s leading providers of financial solutions for people with health conditions.
They cater for clients with a wide variety of health conditions, from the relatively minor such as hypertension, to the more serious such as heart failure, stroke, diabetes, kidney failure and cancer. Partnership Assurance are the longest established company offering annuities for people with health conditions and the only company operating in this arena with its own proprietary underwriting manuals and mortality data.
Partnership Assurance already owned an Inter-Tel Axxess telephone system, with which they were very happy, but rapid expansion of the company in both of it's offices meant that they were fast running out of capacity for further extensions.
Networked Mitel 5600 Solution
Having studied their current system and discussed their requirements for both the medium and long term, it became clear that their requirement for advanced call recording would account for a large percentage of the budget allocated. PSU therefore recommended keeping their existing phones and Callview Call Centre Software and replacing the main cabinet with a Mitel 5600. This allowed Partnership Assurance to minimise unnecessary expense whilst still achieving their goals of a transparent network between their current offices. The new system would allow the straightforward addition of other offices to the network, plus home and remote users connected via IP phones.
Xarios Enterprise Call Recording
PSU supplied and installed an enterprise level Xarios call recording solution which records all inbound and outbound calls 24 hours a day. The Xarios Call Recorder was developed in the UK by a team of Mitel 5000 specialists and uses the same OAI (Open Architecture Interface) as the Mitel 5000 range, ensuring 100% integration for the user.
As well as satisfying Partnership Assurance's request to be able to scores agent calls, the Xarios solution is fairly unique in being able to offer the latest 'Phonetic Audio Mining' technology meaning that supervisors/managers are able to search rapidly for specific phrases used during phone calls, then report on or replay via a simple to use GUI, all calls that contain that phrase. Most call recording systems use memory and processor intense speech-to-text technology, wheareas the Phonetic solution allows for 100% monitoring of calls. An analogy would be having your own policeman monitoring every call and alerting you to potential issues.
Developed in conjunction with Aurix, part of QinetiQ Private Equity Fund Group, the Xarios call recorder's inbuilt dictionary-free ability allows it to search by word/phrase sounds rather than speech-to-text table look ups. This overcomes the standard difficulties encountered with brands, slang and non-standard spellings.
Future evolution of their system
Now they have the Mitel 5600 installed, the path is clear for the addition of further enhancements such as skills based routing and CRM integration to their existing databases.
In summary
- Telephone systems given a new lease of life
- Built in expansion and feature enhancements for the future
- Latest technology but with half the spend of replacing whole system
- Kept their handsets and existing Callview Software
- Invested the money saved in a state of the art call recording solution
Visit their website at: www.partnership.co.uk
Xarios Call Recording - Interface Overview Screen
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