INTELLIGENT CALL RECORDING

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WHY DO I NEED CALL RECORDING?

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Recording telephone calls made to and from your business provides you with the intelligence needed to ensure that both the company and customer expectations are met. Providing complete transparency to the management of enquiries, training and development needs can be identified to enable the business to maximise every opportunity with which you are presented.

With customer satisfaction being key to enable you to retain and maintain client relationships, call monitoring gives you peace of mind that staff are providing a consistently high level of service to your customers.

VOICESAFE FEATURES & BENEFITS

Call Search Find calls based on many different criteria Email Calls Another useful feature providing the ability to email calls directly from the playback screen White/Black List Functionality allows businesses to restrict what different users can or can’t listen to or see Quick Label Lets businesses label CLI or DDI numbers with friendly labels Reporting Monitor different areas of your business Active Calls Allows pausing of live calls and allocation to relevant business area i.e. New/Used Car Enquiry Listen Live Listen to live calls as they happen without the knowledge of the people on the call

WHY DO I NEED CALL RECORDING?

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DIFFERENT LEVELS OF CALL RECORDING

ENTRY LEVEL CALL RECORDING – MARKETING TRACKER

Non Geo Number Tracking/Ad-Tracker

Inbound Lead Recording (with voice)

Independent Line Recording/Inbound Call Recording

Inbound and Outbound Call Recording

Automatic ALL Inbound and Outbound Call Recording

Track by independent geo or non geographic numbers how each advert performs

Target marketing spend more effectively

Optimise best lead generating media

Add Voice Recording to review enquiries

WHY DO I NEED CALL RECORDING?

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CALL RECORDING BASIC – INBOUND

FULL CALL RECORDING – INBOUND & OUTBOUND

Records inbound calls

Provide clearer understanding of how enquiries are handled in ALL departments

Identify training requirements

Records inbound and outbound calls (Manual or Automatic)

Understand training needs

Greater transparency on how your staff deal with your customers

Meet CSI requirements

WHY DO I NEED CALL RECORDING?

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VOICESAFE CALL RECORDING

Records ALL inbound and outbound calls

Split by department/staff member

Full extension reporting breakdown

Monitor answer times and peak call times

See staff daily activity

Staff and customer protection

Integration into 3rd party software systems such as DMS, VHC & CRM’s

WHY DO I NEED CALL RECORDING?

VOICESAFE OVERVIEW

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VoiceSafe offers complete call recording for any business in the UK. This solution provides businesses with an affordable, secure and simple-to-use tool to monitor and develop telephone activity.Every call, both inbound and outbound, is recorded and stored securely on the VoiceSafe server. This system automatically runs daily backups to ensure data is kept safe and always available.It can dramatically improve your telephone enquiry capture levels.

By recording every call that your business makes or receives you can quickly enhance your business in the following areas:

VOICESAFE OVERVIEW

WHAT VOICESAFE BRINGS TO A BUSINESS?

Ensure new business enquiries are logged and followed up

Use calls to develop staff telephone skills Monitor levels of customer service and score calls

Use telephone conversations to verify that orders or information are correct

Listen to the last call you made to a customer to remind yourself of any commitments you previously made

DRAMATIC IMPROVEMENT IN STAFF PRODUCTIVITY Natural staff performance improvement Improve quality of calls

IMPROVED QUALITY CONTROL Identify training needs Score & Meet CSI requirements

COST SAVINGS Verify verbal approvals Reduce unnecessary personal calls Mobile Gateway solutions available

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TECHNICAL OVERVIEW VOICESAFE 1.0

VOICESAFE OVERVIEW

TECHNICAL OVERVIEW VOICESAFE 1.0TECHNICAL OVERVIEW VOICESAFE 1.0TECHNICAL OVERVIEW VOICESAFE 1.0

YOUR PHONE SYSTEM

MOBILENETWORKS

3RD PARTY SOFTWARE I.E. CRM/VHC/DMS

Every 10 minutes of mobile calls per day can save you

around £18 per month.

Voice Safe Server

Or whoever provides your t

elep

hone

line

s

Every call in & out recorded

TECHNICAL OVERVIEW VOICESAFE 1.0TECHNICAL OVERVIEW VOICESAFE 1.0

MOBILENETWORKSNETWORKS

MOBILE GATEWAY

Voice

S

afe GSM Gateway

All calls to mobile phones

can be routed over the

“Mobile Gateway” this can

reduce the cost to around

2.5 pence per minute

PAYMENT CARD INDUSTRY DATA SECURITY STANDARDS

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VOICESAFE – YOUR COMPLIANT PCIDSS SYSTEM

Fully compliant card data storage system

No exposure of card information to your staff

Complete customer security

Remote automatic monitoring and auto alert if any changes make you non compliant (via Splunk compliance tracker)

Voicesafe is currently being audited in order to become certified/approved

PCIDSS

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AUTOMATED PAYMENT CARD DATA COLLECTION Never see or hear the customers card details with the auto collection system

Customer enters their details via DTMF tones from their telephone handset

Auto assign payment information to the relevant transaction

FULL CUSTOMER PROTECTION

No writing down card details

Secure storage of card information

Record calls and remain fully compliant

Calls auto paused/unpaused while card data input

AUTOMATED PAYMENT PROCESSING Transaction link up code verbally and electronically transmitted

Payments processed electronically

PCIDSS MODULE

13PCIDSS MODULE

VOICESAFE INTEGRAL PAYMENT FORM Full transaction information form

Automatic reference link card details to invoice

Auto assign payment information to the relevant invoice

FULL TRANSACTION REPORTING WITHIN VOICESAFE All payment and status info provided

Call playable from transaction report

Auto advice

14PCIDSS PROCESS

PCI module takes all payment details and links data to relevant payment, providing a completely secure transaction

Call passed to auto payment system and card data input via the customers handset with no interaction with staff providing a completely secure transaction

completely secure transaction

PCI MODULE

Customer data security is our number one priority and our PCI module provides both parties with complete peace of mind

CUSTOMER AGENT

VOICESAFE 2.0

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Voicesafe 2.0 takes call recording and reporting to the next level through a centralised link between your businesses .local Voicesafe units ࡑ

By having Voicesafe at each of your business locations and having Voicesafe 2.0 either hosted by CAS or located in a centralised position within your company, you can access any calls made or received anywhere within your group from one simple interface.

This new facility allows you to report by grouping i.e. by franchise, producing extremely powerful information to help develop your business and staff performance.

VOICESAFE 2.0 FEATURES

VOICESAFE 2.0

Calls captured locally Recordings & data sent to the central server (hosted by us or locally) Specified criteria reporting Central backup of ALL group data Same simple, quick and easy-to-use interface as Voicesafe 1.0 Unlimited users Permission driven access rights Software or Hardware versions available* (V2.0) Full integration into 3rd party CRM/DMS/VHC systems*

17VOICESAFE 2.0 SETUP DIAGRAM

Link unlimited Voicesafe units together to provide unrivalled reporting and call access Integrate your call recordings into 3rd party software solutions Drive marketing spend through Voicesafe 2.0 provided information

INTERNETRemote support or integrations to 3rd party systems

Computer Site A Computer Site B

LOCAL USER

SITE B USER

LEGACY PHONE SYSTEM

LEGACY PHONE SYSTEM

RECORDING SERVER 1

RECORDING SERVER 2

ISDN LINE

ISDN LINE

REPORT SERVER

Web Browser access to reports and recordings

Call Data sent via Secure Web Services

Secure VPN or site-to-site connection

APPLICATION INTERFACE

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Simple Call Search Interface

View Current Call Activity and Even Listen in Live

20INTERFACE

Powerful Reporting Suite

21INTERFACE

Most frequently called numbers and Geographic Locations

ADOPTIMISER

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IMAGINE IF YOU KNEW EXACTLY HOW MANY CALLS EACH OF YOUR ADVERTS GENERATE…AND HAD THE ABILITY TO LISTEN TO EXACTLY HOW YOUR TEAM HANDLED THOSE CALLS

AdOptimiser is used by more than 1400 businesses to optimise the performance of advertising spend and generate more sales.Our industry–leading technology helps identify how many sales opportunities you receive and which advert generated each one. With no hardware or software to install, this invaluable solution can be up and running within days.

Turn marketing spend from cost into revenue by tracking responses and capture information on every opportunity they generate.

You are then able to use these statistics to improve your advertising rates and dump advertising that simply doesn’t work.

Drop advertising costs that don’t deliver Find out how many opportunities you miss Understand which types of advert work better for you Record the calls your advertisements generate (Only with AdOptimiser: Replay)

1. We give you a selection of non-geographic telephone numbers. 2. You use a different number on each advertisement. 3. You are able to label each one of these numbers with something that makes sense. 4. This only takes a few minutes per number and immediately starts to track your responses.

IMPROVE YOUR ROI FROM YOUR MARKETING SPEND

MEASURING MARKETING PERFORMANCE

HOW IT WORKS

ADOPTIMISER

24ADOPTIMISER

HOW DOES YOUR ADVERTISING SPEND WORK FOR YOU? Track your marketing performance

Listen back to how the enquiry was handled

Return missed opportunities

Drop marketing that doesn’t work

POWERFUL REPORTING DASHBOARDS

See your advertising peaks and troughs

Identify brand new opportunities

Channel your spend into what works best

MOBILE GATEWAY

26MOBILE GATEWAY

VoiceSafe offers most businesses the ability to save money on their telephone bills by reducing the cost of calls to mobiles. With today’s mobile phone culture, calling customers on their mobile can account for as much as 60% of your call costs.

These savings are delivered by routing calls directly to the cellular networks rather than the traditional routing over landlines fi rst. A piece of hardware known as a Mobile Gateway is attached to the VoiceSafe that contains up to 2 SIM cards.

27MOBILE GATEWAY

BEFORE VOICESAFE Average 5354 minutes of calls to customers mobiles per month ࡑ Cost per minute before Voice Safe was 10.15 pence per minute Average monthly cost to customers mobiles £543.43 per month

AFTER VOICESAFE 2x 02 Contracts - 6000 minutes costing £120 (2p per minute) 02 scheme - Free calls to all 02 customers increasing savings Purchased 1 mobile gateway device for £350 Ongoing savings are at least £366.75 per month or £4401 per year!

CASE STUDY – MANGOLETSI, CHESHIRE

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FEEDBACK “INSTALLING VOICESAFE HAS

BEEN ONE OF THE MOST EYE

OPENING THINGS I HAVE DONE!” John Spriggs, Head of

Business, Bristol Audi

“WE HAVE BEEN ABLE TO USE VOICE SAFE TO NOT ONLY INCREASE OUR SALES BUT TO ALSO INCREASE OUR CUSTOMER SATISFACTION. THE FACT THAT MANAGERS ARE ABLE TO GET HOLD OF FRUSTRATED CUSTOMERS BEFORE THEY BECOME A FULL SCALE ISSUE IS PRICELESS.” Garth Brown, Head of Business, Sytner Audi Harrogate

Business, Bristol Audi

“AMAZED AT THE POWER OF VOICE SAFE.

WHY SPEND THOUSANDS WITH GOOGLE OR

NEWSPAPERS TO GENERATE CALLS IF YOU

THEN DON’T MAXIMISE THE ENQUIRY?” Michael Low, Group Sales Manager, Whitmores Group 0 10

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