Telephonetics VIP and Lagan Collaborate to Provide Public Sector Service Solutions
18th March 2010, Hemel Hempstead, UK - Telephonetics VIP, the automated telephony and data integration specialist collaborates with Lagan, leading government software supplier; to integrate Telephonetics VIP’s sophisticated Contact Centre telephony with the Enterprise Case Management system from Lagan.
The seamless software integration with single CRM/ACD sign on improves productivity enabling public sector organisations to achieve key targets and performance indicators set by the Government, including NI 14, resolving queries first time and reducing avoidable contact.
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Improving efficiency and reducing call handling times are key areas for the public sector to get right, achieving first time call resolution. The integration between Lagan and Telephonetics VIP technology provides flexibility and the potential to maximise your infrastructure investment helping you to deliver savings and meet the current increase in expectations of public services.
The technology collaboration provides the following unique functionality:
* Enhances current security and protects customers’ bank details with the pause call recording feature which automatically suspends call recording when payment details are being collected over the telephone.
* Controls agent workflow with automatic wrap-up at the end of every call.
Mark Holmes, Director of Sales at Telephonetics VIP, comments “Blending key technologies such as the Lagan Enterprise Case Management system with the Telephonetics VIP automated telephony is an essential productivity tool for organisations facing the worst financial challenge of our time. We are delighted at our Silver Partner status and to be working alongside Lagan with our complementary solutions. We are confident that we offer customers a true cost effective integrated solution that helps the public sector deliver more for less now and into the future.”
About Telephonetics VIP
Telephonetics VIP, which is part of Telephonetics Plc, is a leading provider of speech recognition and voice automation solutions. Offering diverse automation solutions and deployed across 20,000 telephony channels, Telephonetics VIP uniquely processes over 35 million minutes of speech recognition per annum via its carrier-class resilient platform in both hosted and customer premises solutions.
Drawing on over 15 years of understanding how people interact over the telephone, Telephonetics VIP offers a range of customer-focused solutions covering even the most demanding environments, and delivering real business benefits to all its customers. With innovative solutions for speech self-service, mobility, outbound messaging, emergency notification and business continuity, Telephonetics VIP has built a large customer base. This includes 80% of the major UK multiplex cinemas, over 60% of the NHS acute health trusts, more than 50 local councils and emergency service operations alongside significant financial and legal company representation.
TELEPHONETICS PLC
Telephonetics Plc (TPH.L) is a UK-based leading provider of speech automation and data integration solutions. The Group was listed on the London Stock Exchange’s AIM market in July 2005.
About Lagan Technologies
Lagan Technologies are the global leaders in G2C (government to citizen) technology. Lagan software connects government and citizens worldwide. It enables governments and citizens to communicate online, on the phone and on the move. With more than 180 public sector customers worldwide – from Toronto to East Timor and from Bolton to Boston – Lagan helps local governments serve the interests of more than 40 million citizens.
Lagan Enterprise Case ManagementTM (ECMTM) has been designed to streamline the service delivery functions of government, enabling improved efficiency and more citizen-centric public services. Lagan ECM manages the interactions between citizens and government and provides full support for a wide variety of government service delivery processes. Lagan ECM has proven utility for government at all levels - local, regional and central – as well as the wider public sector.