Call center ISDN recording for Direct Travel Insurance

Amidst concerns over the business risk inherent within ‘verbal transactions’ between insurance providers and their customers, Direct Travel Insurance of Steyning, Sussex www.direct-travel.co.uk have chosen AudioSoft (UK) to provide recording facilities for their call center operations.

Using AudioSoft’s proven AudioPC recorder and its innovative SmartAPI / ActiveX interface, calls between call center agents and customers are recorded, routed, monitored, and analyzed to ensure the consistent and personalized response that Direct Travel has built its brand upon. This technological development is in turn integral to Direct Travel’s future:

David McCarthy, Direct Travel’s IT Director said “We use AudioSoft’s recorder connected to the ISDN30 trunk and our SMDR switch. The API software takes information directly from our CRM solution and populates the recordings with additional fields of data. This allows us to rapidly search calls for specific information to provide an efficient response to customer queries. To develop the system further, we are linking unique customer information from our database with a recording of every contact call - the project is progressing well and we hope to have it operational soon”.

Use of the Application Programmable Interface allowed software engineers from AudioSoft and Direct Travel to design a highly configurable solution to the need for complete integration. Designed to interface with applications written in either Microsoft Visual Basic® or Visual C++® SmartAPI/ActiveX can reside either on an AudioSoft phone recorder, or via the use of DCOM can manage AudioPC transparently over a network – either local or wide area.

Up to fifteen fields of call recording information can be integrated into the recorded file so that searches for recorded calls can be made via enterprise relevant data such as customer account number, order number, policy number or account history for example. This is in addition to the standard AudioPC functions such as date, time, duration of call, CLI, and which agent extension handled the call.

Chris Twemlow, AudioSoft’s Sales and Marketing Manager commented… “As IT and telephony continue to converge together, AudioSoft will continue to develop innovative and cost effective solutions to meet the constantly changing organizational needs of Customer Relationship Management professionals.”

About Ultra Elecronics AudioSoft

Ultra Electronics AudioSoft, one of the leading software systems integration companies for speech and telephony applications in the UK, is at the forefront of the development of digital voice and data recording technology. Markets include Air Traffic Control, Courtroom, Defence, Emergency Services, Law Enforcement and National Security.

AudioSoft’s range of PC based recording, audio analytics and visualise products include AudioPC, Medirva™, AudioPC-CR, AudioPC-IR, AudioPC-LE, AudioPC-HS and SonarPC.

Typical applications include, digital data recorders, conference recorders, interview recorders and surveillance recording.

Satisfied customers include HM Government, The Bank of England, Royal Air Force, Royal Navy, Royal Canadian Navy, Royal Dutch Navy, Local Government, Public Authorities, International Airports and Commercial organisations.

Based in Cirencester, AudioSoft was recently named (for the third year) as one of the Top 10 fastest growing technology companies in the South West and Wales by Deloitte and Touche.