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Telephonetics VIP and Lagan collaborate to provide excellent service solutions for the public sector
18th March 2010, Hemel Hempstead, UK ‐ Telephonetics VIP, the automated telephony and data integration specialist collaborates with Lagan, leading government software supplier; to integrate Telephonetics VIP's sophisticated Contact Centre telephony with the Enterprise Case Management system from Lagan.
The seamless software integration with single CRM/ACD sign on improves productivity enabling public sector organisations to achieve key targets and performance indicators set by the Government, including NI 14, resolving queries first time and reducing avoidable contact. Improving efficiency and reducing call handling times are key areas for the public sector to get right, achieving first time call resolution. The integration between Lagan and Telephonetics VIP technology provides flexibility and the potential to maximise your infrastructure investment helping you to deliver savings and meet the current increase in expectations of public services.
The technology collaboration provides the following unique functionality:
- Enhances current security and protects customers' bank details with the pause call recording feature which automatically suspends call recording when payment details are being collected over the telephone.
- Controls agent workflow with automatic wrap‐up at the end of every call.
- ENDS -
Notes to Editors
About Telephonetics VIP
Telephonetics VIP, which is part of Telephonetics Plc, is a leading provider of speech recognition and voice
automation solutions. Offering diverse automation solutions and deployed across 20,000 telephony
channels, Telephonetics VIP uniquely processes over 35 million minutes of speech recognition per annum
via its carrier‐class resilient platform in both hosted and customer premises solutions.
Drawing on over 15 years of understanding how people interact over the telephone, Telephonetics VIP
offers a range of customer‐focused solutions covering even the most demanding environments, and
delivering real business benefits to all its customers. With innovative solutions for speech self‐service,
mobility, outbound messaging, emergency notification and business continuity, Telephonetics VIP has
built a large customer base. This includes 80% of the major UK multiplex cinemas, over 60% of the NHS
acute health trusts, more than 50 local councils and emergency service operations alongside significant
financial and legal company representation.
About Telephonetics Plc
Telephonetics Plc (TPH.L) is a UK‐based leading provider of speech automation and data integration
solutions. The Group was listed on the London Stock Exchange's AIM market in July 2005.
About Lagan Technologies
Lagan Technologies are the global leaders in G2C (government to citizen) technology. Lagan software
connects government and citizens worldwide. It enables governments and citizens to communicate
online, on the phone and on the move. With more than 180 public sector customers worldwide - from
Toronto to East Timor and from Bolton to Boston - Lagan helps local governments serve the interests of
more than 40 million citizens.
Lagan Enterprise Case ManagementTM (ECMTM) has been designed to streamline the service delivery
functions of government, enabling improved efficiency and more citizen‐centric public services. Lagan
ECM manages the interactions between citizens and government and provides full support for a wide
variety of government service delivery processes. Lagan ECM has proven utility for government at all
levels ‐ local, regional and central - as well as the wider public sector.
For further information please contact:
Telephonetics Plc
Chris Binding, Marketing Communications Executive (Public Sector)
+44 (0)1442 242 242
Lagan Technologies
Alison Palmer, UK Marketing Manager
+44 (0)2890 788 300
