Call Management

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Improve customer service and get the insights into your teams’ call performance with our call recording and statistics software.

Call Recording

Call recording software can deliver benefits to most business types. There is an ever-increasing number of applications for this technology, from staff training to performance management. Should you require it, you can opt for a solution that records 100% of calls – essential in sectors that need to retain a record for legal or compliance reasons.

The functionality of call recording software today goes beyond the simple recording of calls. You can now automatically analyse what is going on in those calls; from assessing the effectiveness of call handling scripts, to identifying customer service trends or spotting product mentions in calls.

Features of the Call Recording Software with Lily:

• Real-time monitoring and recording for all terminals: Automatic or on-demand recording options
• Remote call recording: Record calls from remote branches, home office or mobile workers
• Search and play recordings: Find and play recordings through user friendly web interface
• Call statistics: Wide variety of graphs to interpret the data, including average talk times and time-based segmentation
• Conference recording: Record conference calls with up to 32 participants, to listen back to in the future.

Benefits of Call Recording Software with Lily:

• Staff performance monitoring
• Campaign and promotion evaluation
• Training support
• Improve customer service
• Regulation and code of practice compliance
• Record transactions
• Integrated IP Call Recording
• Server status and memory monitoring

Call Statistics

The average UK company loses £12,000 a year due to missed calls. 85% of customers will never call back if their call isn’t answered. They will simply go to the next option – your competitor. Imagine if you never missed a call again; with the Lily icall suite this is the reality. Many of our customers have enjoyed increased revenue thanks to this system.

Benefits of iCall Suite:

Missed Call Reporting

Never miss a call again with a full report of all missed phone calls and telephone numbers.

Business Analytics

Our reporting tools will help you understand the patterns of your customer calls, so you’ll know peak times vs quiet ones. With this information, you can ensure optimum staffing levels and the delivery of consistently strong service to your customers.

Call Evaluation

Record your calls and use those that stand out as prime examples for training team members. Use both good and bad examples to show staff how you expect calls to be handled.

Compliance

In a surprisingly high amount of industries call recording is a mandatory requirement. With iCall suite, you can ensure your company is compliant with the latest industry regulations regarding call recording.

We offer a free, no obligation quote, tailor made by our friendly team of advisors. Contact us today on 0343 507 1111.

Why Choose Lily?

• Multi Award-Winning Business
• 86% of our customers have saved money
• We work with leading technology partners for the most innovative comms and IT solutions
• Tailored services unique to your business
• Consolidate your bills & services with one trusted provider
• Dedicated account manager
• 24/7 support options