TechWeekEurope honours SitexOrbis with Mobility Project of the Year
Published by Magenta Associates for Sitex Orbis Ltd in Care and Support
Liquid Voice Award Winning IVR technology powers innovative lone worker protection service
December, 6th 2013 - TechWeekEurope‘s Tech Success awards for 2013 has awarded the SitexOrbis code5 service its Mobility Project of the Year award for a system that uses Liquid Voice IVR telephony technology to protect lone workers.
Now in its second year, Tech Success recognises innovation and excellence in end-user IT projects across seven major categories. The close fought Mobility category was judged by a distinguished panel including editor Peter Judge, along with Lorenzo Cavallaro, Lecturer (Assistant Professor) of information security at Royal Holloway, University of London; Ian Osborne, Project Director at techUK; Clive Longbottom, Co-Founder at Quocirca; Liam Newcombe, Technical Director at Romonet; Mark Taylor, CEO at Sirius; Vince Holton, Owner of Incisor TV; and Mark Young, Editor at Nimbus Ninety.
SitexOrbis provides a complete vacant property management service for commercial property and social housing sectors. In the UK, the company protects more than 50,000 properties but it also has services that help protect the safety of 18,500 lone workers. In 2012, the company began a project as part of the SitexOrbis code5® lone worker protection service to integrate call recording, IVR, GPS, scheduling and incident handling into a single system for use by its 24/7 response team to assist lone workers in a potentially dangerous situation.
Lone workers including district nurses, care workers, traffic wardens and housing officers rely on the service through both company issued and BYOD mobile phones or dedicated panic response buttons, to monitor their movements and conversations, and provide the necessary assistance in the event of an incident. Throughout its history, SitexOrbis has continually strived to improve the technology underpinning its services and has been the first to develop and deploy cellular network-based tracking for users without modern GPS-enabled phones and open-mic technology to allow monitoring staff to quickly and covertly hear what is happening at an incident to gauge the level of response.
As SitexOrbis’s Technical Services Manager Andy Birss explains the company needed to develop the call recording and IVR features into its management platform and working with developers from Liquid Voice; the design, implementation and internal deployment took just four weeks. “We then ran it extensively through testing and any changes we needed where handled quickly and professionally by Liquid Voice. The system is now up and running and both elements have been flawless.”
The Liquid Voice call recording is constantly active across all monitored lone worker services and begins recording the moment either a call or silent alarm with open-mic is sounded. The system allows operators to quickly playback elements with enhanced audio while the ongoing recording is unaffected. The new Liquid Voice IVR element allows lone workers to both quickly record location information as well as automating a timed telephone call check to ensure the lone worker is safe.
Both systems are integrated into an advanced tracking, monitoring and incident management system that allows operators to rapidly analyse and escalate any issues to police or other local response teams. This is the first use of fully integrated automated call recording and IVR system within a lone worker protection service in the UK.
Mr Birss added, “We would just like to thank the TechWeekEurope judges for recognising our achievement and Liquid Voice for helping us deliver a project that is providing tangible and on-going benefits to mobile workers across the UK.”
About Liquid Voice
Liquid Voice is an expert in contact centre technologies, providing customer-interaction analysis and improvement solutions to leading commercial organisations and the public sector.
Liquid Voice has specialist market knowledge across the public sector, financial services and legal, combining easy to use call recording with powerful business tools to provide effective information capture and analysis to drive positive transformations.
Through its software application development capability, Liquid Voice offers a highly integrated platform to deliver high value and bespoke solutions to over 400 customers across the UK and the rest of the world as both on-premise or through professionally managed services.
Liquid Voice is a Mitel Advanced Commercial Development Partner, Avaya DevConnect Registered Developer, Aastra Authorised Partner, Cisco Development Partner and members of the ShoreTel’s Innovation Network. Liquid Voice engineers are MCP (Microsoft Certified Professional), MCSE (Microsoft Certified Systems Engineer) and MCSD (Microsoft Certified Solution Developer) qualified.
www.liquidvoice.co.uk 0113 200 2020 email@example.com