SVL ramps up support with new senior appointment

SVL Business Solutions has appointed Catriona Connelly as Support Manager. Based at the company’s headquarters in East Kilbride, she will be responsible for the day-to-day running of the service desk and support teams to ensure the delivery of outstanding levels of support to users operating in a wide range of market sectors across the UK.

With a BSc in Computer Science, Catriona has over 19 years’ experience in the provision of IT support and joins direct from Ageas where, as IT Support Team Leader, she managed a team of support analysts across the multi-site organisation. During this time, she successfully standardised support processes and merged three IT services desks into a single, multiskilled virtual team that improved call handling and fault resolution for customers. Catriona also won the company’s ‘IT Manager of the Year’ award on multiple occasions.

According to SVL Business Solutions: “We are delighted to welcome Catriona to the SVL team and her proven support management expertise will be crucial in enabling us to gear up to meet the enhanced SLAs that we are now offering to our customers. The ability to deliver industry-leading levels of support adds a significant competitive advantage and further consolidates our leading market position.”

17th August 2017

A new Real-Time Voice Analytics solution from Liquid Voice

Liquid Voice, a leading provider of interaction recording, quality management and analytics, has announced the immediate availability of Real-Time Analytics. Developed in partnership with Speechmatics, a leading global supplier of Automatic Speech Recognition (ASR) solutions, this new capability provides instant insight on interactions as they happen and will deliver significant benefits in a wide range […]

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20th June 2018

Liquid Voice expands solution portfolio with Liquid Analytics

Liquid Voice has announced the immediate availability of Liquid Analytics. This new contact centre tool includes the latest generation transcription engine, developed by Speechmatics in partnership with the University of Cambridge, and uses deep neural networks to achieve an average accuracy of 85% on recordings. The Liquid Analytics transcription engine has been independently benchmarked and […]

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8th May 2018

PCI Compliance easier with new Payment IVR solution from Liquid Voice

Liquid Voice, a leading provider of interaction recording, quality management and analytics, has announced the immediate availability of a new Payment IVR solution. This innovative solution will make it easier for organisations taking personal information and payment details over the telephone to comply with the Payment Card Industry Data Security Standard (PCI DSS). It will […]

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19th March 2018

RevolutionCloud revolutionises how contact centres acquire and use technology

SVL Business Solutions, the UK’s most experienced provider of multimedia interaction recording and advanced contact centre applications, has launched RevolutionCloud, a new Contact-Centre-as-a-Service solution. This game-changing hosting platform eliminates the limitations of other systems by offering a flexible choice of applications from some of the world’s leading technology vendors that deliver the same high level […]

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18th October 2017

NICE introduces new Voice of the Customer Innovation

NICE has launched NICE Satmetrix, a fully-integrated, self-service, analytics-driven Voice of the Customer (VoC) solution that delivers unprecedented insight and engagement. It uses cutting-edge analytics to give organisations a complete, real-time view of the customer experience.

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14th October 2017

NICE introduces new machine learning capabilities to drive the next evolution of cognitive process automation

NICE has announced the next evolution in its cognitive automation platform – an integration with technology partner Celaton to infuse NICE Robotic Automation with enhanced machine learning capabilities. This integration creates a digital workforce that can manage, consume and assimilate more complex unstructured data to decrease manual effort by 85% across some of the most […]

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SVL expands WFM team with appointment of industry specialist

SVL Business Solutions has appointed Indy Kaur as WFM Analyst. In this role she will be responsible for providing training and support for SVL’s expanding portfolio of customers that are deploying best of breed WFM solutions from the world’s leading vendors including NICE and Teleopti.

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11th July 2017

Liquid Voice helps organisations to comply with GDPR

Liquid Voice, one of the leading providers of interaction recording, quality management and analytics, has announced the immediate availability of an innovative new solution that will help organisations to comply with GDPR which comes into effect in May 2018. It fully integrates into the Liquid Voice platform or can be specified as a stand-alone application […]

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5th July 2017

NICE Inform Elite Delivers Incident Intelligence to Public Safety Control Centres

NICE Inform Elite is the eighth generation of this industry-leading multimedia incident information management solution for public safety control centres. It delivers incident intelligence that empowers public safety organisations to improve their operational performance, provide better quality service and make smarter decisions. “All emergency communication centres have performance targets they strive to meet,” said Chris […]

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8th June 2017

Liquid Voice launches next generation Automated Speech Transcription solution

Liquid Voice, one of the leading providers of interaction recording, quality management and analytics, has announced the immediate availability of a new Automated Speech Transcription solution. Used in conjunction with Liquid Voice’s interaction recording and quality monitoring platforms, it will significantly enhance the ability of contact centres and control rooms to locate and replay stored […]

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31st May 2017

New Engage Omnichannel Recording Platform from NICE

NICE has announced that its NICE Engage Platform is enabling seamless, real-time communications between various contact centre systems, thus meeting the needs of fast-paced customer service environments as well as critical back office operations. This is a result of efforts to provide a simplified user experience, improve compliance capabilities, support more digital interactions, and deliver […]

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16th March 2017

SVL Business Solutions Invests In Liquid Voice

SVL Business Solutions, the UK’s most experienced provider of multimedia interaction recording and advanced contact centre applications, has completed a definitive agreement to acquire a 25 percent equity interest in Liquid Voice, a leading developer of enterprise call recording and contact centre solutions.

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25th January 2017

NICE Systems Announced As Market Share Leader in Speech Analytics

According to DMG Consulting LLC’s 2016-2017 Speech Analytics Product and Market report, NICE Systems has been designated the clear market leader for speech analytics, with its recording-agnostic solutions accounting for 47.2 percent of all contact centre seats – more than double that of its closest competitor. The company’s share of the market grew substantially, up […]

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9th September 2016

Liquid Voice enhances flexibility and quality management processes for contact centres with Smart Interactions

Liquid Voice has launched Smart Interactions, an innovative new contact centre quality management platform. Built from the ground up to meet the rapidly evolving contact centre market, Smart Interactions is modular and includes speech analytics and agent engagement tools to help managers deliver more effective training and meet key customer satisfaction metrics. It also offers […]

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25th August 2016

NICE Scenario Analyser Enhances Customer Journey Analytics with Business Intelligence

NICE Systems has announced the launch of Scenario Analyser, which allows organisations to conduct precise, in-depth analysis of various business challenges related to the cross-channel customer journey.

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22nd August 2016

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