Tuesday, 26 September 2017

Liquid Assure offers scalable, reliable, flexible call recording

Liquid Voice
Wednesday 20 July 16

Liquid Voice, a highly respected enterprise call recording and contact centre solution specialist has announced a new high end call recording solution able to scale to the largest call centres and multi-site organisations. Liquid Assure is the result of a two year development process to evolve the Liquid Voice product portfolio into a tiered solution that better serves its diverse customer community…

Liquid Voice, a highly respected enterprise call recording and contact centre solution specialist has announced a new high end call recording solution able to scale to the largest call centres and multi-site organisations. Liquid Assure is the result of a two year development process to evolve the Liquid Voice product portfolio into a tiered solution that better serves its diverse customer community.

“The process started with us looking at what our customers wanted and also what they already had,” explains Chris Berry, CEO for Liquid Voice, “The common theme was that within larger organisations, call recording needed to be able to scale, address a wide range of workflows and be absolutely rock solid reliable. Customers said that they wanted it to be software based and able to work with both legacy PABX and newer IP telephony systems – crucially, if they changed the telephony platform, call recording should just work without requiring another CAPEX investment.”

The new Liquid Assure products offer a modular based call-recorder that is able to meet the requirements of the largest and most complex organisations. Offering all the core features of current Liquid Voice call recording platforms, the Assure product extends capabilities with the ability to grow to any number of handsets, lines, sites and number of total recordings. Built for scale and resiliency, Assure includes N+1, passive and active failover and uses a standard SQL database and NAS/SAN storage architecture. Assure offers support for all major telephony systems and technologies including ISDN, SIP, analogue, DASS2, CAS, DPNSS and MFR2 trunks.

“Over the last few months before the official launch, we have deployed Assure within a number of customer sites to gather feedback and ensure that we had hit our goal of creating a software solution that met our customers wish list – the feedback has been fantastic!” adds Berry.

Assure is also the first Liquid Voice product to provide a number of optional modules including Voice Customer Satisfaction (C-SAT), speech analytics and screen recording. As Andrew Barrett, CTO for Liquid Voice explains, “Adding additional functionality through just a simple module upgrade gives our customers more flexibility and allows us to use best of breed third party technologies with the option to selectively upgrade each of these modules as technology evolves.”

“By using industry standard servers, database and storage platforms; we are able to maintain the platform on the latest technology curve and offer it with a highly competitive price point while avoiding restrictive vendor lock-in policies that customers have said to us that they don’t appreciate.”

“We also recognise that the industry is moving rapidly so we have provided an open API along with in-house professional services and a trusted partner community that can integrate off-the-shelf application and bespoke systems into a complete call recording and communication quality management solution,” Barrett concludes.

Liquid Assure is available through the Liquid Voice channel partner community.


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