Case study

Energy sector

Recording and management of Call Center telephone conversations

Project summary

 

Client

Multinational producer and distributor of electricity and gas based in Italy and present in 31 countries.

Sector

Energetic

Project objectives

Management of calls by operators.
Call recording storage and consultation.

Implanted technology

IDDILIGENCE Data & Compliance

 

 

Energy company needed online access to 14 million voice recordings from different call centers and devices

Challenges

Manage the high volume of stored conversations from your customers.
Comply with the regulations that establish the obligation to keep and be able to consult the conversations referring to the contracting of products and services for 5 years.

Solution

Automate with IDDILIGENCE Data & Compliance the capture and management of information based on the content of the record of voice conversations, as well as their integration in documentary support.

z

Conversations

Multi-channel capture of conversation recordings and associated data.
Voice objects from different recording sources and with different associated data models are incorporated into a single platform.

Data

Storage and consultation of the recordings, along with their associated data, through a single global repository.
Conversations available over time, supported and accessible for years in online, near-online or offline environments.

Management

Process workflow for intelligent indexing of recordings and execution of processes according to business rules and requirements.
Integration with different voice recording devices.

Results

Data and voice recordings available for years in the client’s file, accessible online, in seconds, in an agile, secure, efficient way and with full RGDP and MIFID II regulatory compliance.

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