Avanti were looking to extend the value of a recording solution to enable a more effective way of dealing with customer queries or disputes and also to drive quality monitoring across its contact centre to better focus staff coaching and development.
Primarily the solution was required to capture interactions across Avanti’s contact centre where around 60 staff are focused on providing customer services and following up collections from end customers.
As a growing company, Avanti were also looking for a foundation platform that could scale with their business both in terms of number of users and capability. They definitely saw the use of analytics as being part of their future and recognised that Liquid Voice not only met their day one requirements but could take them where they wanted to go in the future.
