A call recording and contact centre product company has completed a project for SitexOrbis, a UK vacant property protection and related services company. The project as part of the SitexOrbis code5 lone worker protection service integrates call recording, IVR, GPS, scheduling and incident handling systems to aid the 24-7 response to 14,500 lone workers in a potentially dangerous situation. This is handled through SitexOrbis’ own BS8484 alarm receiving centre.
Lone workers including district nurses, care workers, traffic wardens and housing officers use the service through mobile phones or panic response buttons, that monitor their movements and conversations, and let the user send an alert in the event of an incident.
Andy Birss, Technical Services Manager for the Lone Worker group says: “We continually invest in development of our systems and use an internal technical team and resources from across the wider group to ensure that we explore every option we can to improve our services, Our systems are highly bespoke and absolutely critical 24 hours a day so when we decided to add IVR functionality, we had a very tough set of criteria for selecting a technology partner.”
SitexOrbis has used Liquid Voice call recording for a number of years, “so it made sense that we talk to them first regarding the new IVR solution although it was not a foregone conclusion,” says Andy Birss.
Andy Birss says: “From our own internal design on how the lone worker automated IVR system needed to work to us engaging with Liquid Voice and them assisting with internal deployment took just four weeks – and that included the Bank holidays. We than ran it extensively through testing and any changes we needed where handled quickly and professionally by Liquid Voice. The system is now up and running and both elements have been flawless.”
The Liquid Voice call recording begins recording the moment either a call or silent alarm with open-mic is sounded. The system allows operators to play back elements with audio while the ongoing recording is unaffected. The new Liquid Voice IVR element allows lone workers to record location information as well as automating a timed telephone call check. Both systems are integrated into a tracking, monitoring and incident management system that allows operators to analyse and escalate any issues to police or other local response teams.
SitexOrbis is now migrating customers such as Arena Homes and Gateshead Housing, onto the new systems. “Code5 is a good service. Staff can use their own mobile phones so there is no need to change or carry more equipment,” says Roberto Demidio, Health and Safety Manager for Gateshead Housing, “Experienced operators are always there for them 24/7. It also provides staff with the ability to record ‘difficult’ appointments and keep a central file in case allegations are made later.”
“Working with SitexOrbis on such a critical project is the type of challenge our developers relish,” says Chris Berry, Business Development Director and Co-Founder of Liquid Voice, “Some people treat IVR as a commodity but when you have the capability to integrate it into a bespoke system you can really deliver many advantages that ‘off-the-shelf’ equivalents can never truly match.” Visit www.liquidvoice.co.uk
