Spescom DataVoice, the voice transaction management operation of JSE-listed Spescom, has supplied its proprietary Libra recording platform to Multifund Financial & Insurance Services.
Multifund operates in the financial services industry.
According to George Michaelides, IT Manager at Multifund, the Libra platform is user-friendly and retrieval of voice-loggings through the Web interface is quick and straightforward.
"The Libra recorder enables sales, marketing, claims and underwriting staff to cut down on paperwork. When signing up a new client, the prospective sale can be concluded over the phone and the voice recording acts as the contract. Agents are, therefore, more efficient and able to focus on delivering excellent customer service," says Michaelides.
"In the short-term insurance industry it is crucial to resolve any disputes quickly and effectively. The Libra recorder protects both the customer and ourselves from instances of fraud and miscommunication by providing tamper proof records that are easily accessible through an audit trail." "The Libra voice-logging system assists us to comply with legislative requirements and aids in our quest to become ISO 9001:2000 compliant." According to Spescom DataVoice CEO, Paul Fick, this was the first Libra installation in SA.
"The Libra recording platform has been specifically designed for use in the SME sector," says Fick.
"It is a cost-effective failsafe recording solution that is capable of scrutinising mission-critical data. It can be utilised to monitor call centre service levels, quality assurance, dispute resolution, training and productivity measurement.
"Furthermore, the Libra recorder provides user access from any location, via Web browser, negating the need for customised desktop software."
Fick concludes that this is a standalone product that is flexible and provides a platform for growth and is proven to cost-effectively meet the recording requirements of the SME sector.
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