London and Country Mortgages expand AudioSoft ISDN phone call recording capacity

London & Country Mortgages generate high volumes of inbound and outbound telephone enquiries – thousands per week.

Having purchased a new Avaya Definity PABX telephone system in January 2000, L&C were keen to efficiently match this outlay with a reliable means of recording calls between agents and customers. This would ensure clarification of ‘ transactions’ – and in turn provide future staff training benefits. These initial requirements were achieved using AudioSoft’s standard ISDN solution – AudioPC–2000.

With a recent expansion of business, L&C have since upgraded their call operations with the addition of another ISDN 30 trunk (to a total of three, with provision for a fourth). They chose to augment existing recording capacity with a 600GB RAID storage array – AudioPC–2060i, enabling a total network storage period of six months for all calls.

In addition to the ability to perform comprehensive searches of calls by date / time / agent and line ID from any designated network PC, the system performs Automatic Cyclic Redundancy Checks to ensure that archived data exactly replicates original recording files and their unique identifiers.

Commenting on the importance of the function AudioPC performs for them, Remo Del–Greco, London & Country’s Head of IT Services commented:

“…The system is now an integral part of our business management process.

Our staff have found the systems extremely easy to use, with minimal training required. The system is mainly used in the general office with headphones, and we have also set up a laptop PC for private discussions between supervisors and sales advisors where the system can be used in a private office for one to one meetings.

As far as technical support is concerned, the server is managed by the IT communications department. The system requires such little intervention that it could easily be located outside of the computer room and be managed by a non-technical member of staff. I have no hesitation in recommending the system to other companies”.

AudioSoft Business Development Manager, Chris Twemlow adds:

“We are very pleased that London & Country chose to upgrade their call recording system. This followed a full technical and commercial evaluation against competitor solutions. This highlights our ability to develop systems, maintain support, and add value throughout financial services customer organizations”.

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.