After years of continuous success, Liquid Voice has had yet another brilliant year in 2022.
The team are very much looking forward to the holiday season and eagerly await 2023, but in the meantime, I thought it would be interesting to reflect on some of the successes we have had in 2022, and partially touch on some trends that will likely occur in the new year.
So, What Happened in 2022?
If you are not an existing customer of ours, you may not know that part of our service offering is importing sensitive legacy recordings to a more secure and up-to-date database so that organisations can remain compliant in accordance with legislation such as GDPR and PSi. Well, this year…
We imported over 2,000,000,000 call recordings
Primarily, our focus is to support organisations in ensuring their customer interactions are recorded compliantly, transcribed for future review, and analysed for continuous business and service improvements.
We have added cover for 50,000 more agents with recording, search and replay
In addition to these statistics, we delivered a number of transcription, screen recording, QM and analytics solutions to our global customer base.
Upwards AND Outwards
Our customer base continues to grow with significant 2022 wins in the following sectors:
- Tier 1 banks
- Outsourcers
- Blue light services – Fire and Ambulance
- Financial Services
- Trading floor
- Public Sector
Our focus for 2023
After such a successful year, we want to ensure that Liquid Voice remains on the up in 2023. To achieve this goal, we have three main global focuses.
- We will be continuing to work with both our partner resellers and our direct customers.
- We will be continuing to deliver robust secure projects, solutions, and services, keeping compliance at the heart of everything we do.
- As the business grows from strength to strength, we want to recruit additional staff that have the same passion and drive as we do.
Our 2023 market predictions
As we come to the end of 2022, compliance and voice interactions, especially where there’s toxic or corrupt recordings, are where we’re seeing the greatest demand. We predict that compliance and QM will be at the top of most customer-facing organisations’ priority lists.
Sensitive legacy data imports reduce business risk, remove costs of maintenance, retire the support of legacy / unused systems, and reduce the need for staff to retrieve information from multiple sources to respond to incidents or enquiries. We predict that many organisations will clean up their legacy data from both a business cost and compliance stance.
Liquid Voice will continue to help organisations secure guaranteed access to recordings in line with retention compliance. This ensures that our customers maintain data security, stay within the relevant timeframe, always have a genuine purpose for re-processing their data, and any regulatory or legal requirements are considered and actioned.
We also see a focus on incident management, where all the relevant call, radio and geolocation information is available. This is something we have worked with the emergency services on, and we see it becoming more widespread across sectors. Context is key, after all.
With more sensitive conversations due to the Cost-of-Living crisis and the imminent recession in the UK and parts of Europe, understanding the full context of a customer interaction, and being able to respond effectively and quickly is key. We predict a growth in pragmatic call analytics to improve customer and financial efficiency.
We will continue providing our services to support all of these inevitable market focuses, so that our customers are well-equipped and fully in-the-know with our web interface – single pane of glass solution.
Essentially, it’s been a great year and we are very grateful to both our colleagues, customers and partners. Liquid Voice look forward to the exciting projects that we will be working on in 2023, and from myself and the whole team, we wish you a Happy Christmas and a prosperous New Year.
