Telephonetics VIP, the voice automation and speech recognition specialist, has integrated its Contact Centre telephony with the Enterprise Case Management solution from Lagan, the government software supplier.

The integration of Telephonetics VIP’s Contact Centre telephony with Lagan’s Enterprise Case Management system provides government organisations with the tools to help resolve queries first time and reduce avoidable contact, thereby achieving key targets and performance indicators set by the Government, including NI14.

The key benefits of the integration include:

•          Speed – reducing data input from two systems to one frees up time, allowing more calls to be handled
•          Ease of use – agents have fewer key strokes to make thus reducing the risk of inaccuracies
•          Call experience – having a caller’s details on screen before taking the call means the agent is better prepared, and caller’s experience is improved.

One of the unique aspects of the integration is a colour coded telephony information window which shows the Contact Centre ACD status, ensuring the Contact Centre’s incoming call situation is easily understood. For example, if an agent starts to log out but is the last agent currently logged in with a particular skill, then colour-coded warnings make them aware of this.

With telephony records automatically logged in the Lagan system, the full picture of operational activity can be seen, enabling management to make informed decisions about the best allocation of skills and resources to deliver both enhanced customer satisfaction and increased operational efficiency.

Mark Holmes, Director of Sales, Telephonetics VIP, explains “Lagan is a  market leader in the provision of Enterprise Case Management solutions. With our common focus on enabling government organisations to improve their services, integration with Lagan is key to further enhancing our solutions for this market.”

Both organisations are focused on creating and delivering solutions which address real business needs for the public sector. Lagan has over 160 government customers worldwide while Telephonetics VIP has over 50 UK public sector customers.

Dave Moody, CTO of Lagan concludes, “The integration between our Enterprise Case Management solution and Telephonetics VIP’s Contact Centre telephony heralds a new standard in call handling.  Customers will perceive a real improvement in the speed and efficiency with which their queries are handled, while front line staff will derive greater job satisfaction from being able to resolve queries quickly and accurately.  We are delighted to be working with Telephonetics VIP in this way.’’

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