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Telephonetics PLC (TPH)

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Tuesday 22 July, 2008

Telephonetics PLC

Telephonetics Integrates with

RNS Number : 5759Z
Telephonetics PLC
22 July 2008

Telephonetics integrates with Lagan to improve local government services

Telephonetics plc ("Telephonetics"), the voice automation and speech recognition specialist, has integrated its Contact Centre telephony with the Enterprise Case Management solution from Lagan, the government software supplier.

The integration of Telephonetics' Contact Centre telephony with Lagan's Enterprise Case Management system provides government organisations with the tools to help resolve queries first time and reduce avoidable contact, thereby achieving key targets and performance indicators set by the Government, including NI 14, Avoidable contact (a new National Indicator set by the Department of Communities and Local Government).

The key benefits of the integration include:

  • Speed - reducing data input from two systems to one frees up time, allowing more calls to be handled

  • Ease of use - agents have fewer key strokes to make thus reducing the risk of inaccuracies

  • Call experience - having a caller's details on screen before taking the call means the agent is better prepared, and caller's experience is improved.

One of the unique aspects of the integration is a colour coded telephony information window which shows the Contact Centre ACD status, ensuring the Contact Centre's incoming call situation is easily understood. For example, if an agent starts to log out but is the last agent currently logged in with a particular skill, then colour-coded warnings make them aware of this.

With telephony records automatically logged in the Lagan system, the full picture of operational activity can be seen, enabling management to make informed decisions about the best allocation of skills and resources to deliver both enhanced customer satisfaction and increased operational efficiency.

Mark Holmes, Director of Sales, Telephonetics, explains: "Lagan is a market leader in the provision of Enterprise Case Management solutions. With our common focus on enabling government organisations to improve their services, integration with Lagan is key to further enhancing our solutions for this market."

Both organisations are focused on creating and delivering solutions which address real business needs for the public sector. Lagan has over 160 government customers worldwide while Telephonetics has over 50 UK public sector customers.

Dave Moody, CTO of Lagan concludes: "The integration between our Enterprise Case Management solution and Telephonetics' Contact Centre telephony heralds a new standard in call handling. Customers will perceive a real improvement in the speed and efficiency with which their queries are handled, while front line staff will derive greater job satisfaction from being able to resolve queries quickly and accurately. We are delighted to be working with Telephonetics in this way.''

- Ends -

For further information please contact: 


+44 (0)1442 242 242

James Ormondroyd


+44 (0)20 7379 5151

Charlotte Walsh

About Telephonetics

Telephonetics plc (TPH.L) is a UK-based leading provider of speech recognition and voice automation solutions. The Group was listed on the London Stock Exchange's AIM market in July 2005.

Offering diverse automation solutions and deployed across tens of thousands of telephony channels, Telephonetics processes millions of minutes of speech recognition per annum, via its carrier-class resilient platform in both hosted and customer premises solutions. Drawing on over 15 years of understanding how people interact over the telephone, Telephonetics offers a range of customer-focused solutions, covering even the most demanding environments, and delivering real business benefits to all its customers.

With innovative solutions for speech self-service, mobility, outbound messaging, emergency notification and business continuity Telephonetics has built a large customer base. This includes 80% of the major UK multiplex cinemas, over 50% of the NHS acute health trusts, more than 50 local councils and emergency service operations, along with significant financial and legal company representation.

About Lagan

Lagan specialises in providing software solutions to governments worldwide and currently has over 160 public sector customers and more than 250 personnel. Over 37 million citizens around the world are supported by Lagan solutions.

Lagan's Enterprise Case Management (ECM) approach has been designed to streamline the service delivery functions of government, enabling improved efficiency and more citizen-centric, joined-up public services. The company is already the leading provider of Customer Relationship Management (CRM) solutions to Local Government worldwide and is growing rapidly in a number of other target markets, including Contact Centres, Case Management, Shared Services, Social Services and Housing in the UK as well as Human and Social Services and the Single Non Emergency Number 311 markets in the US.

Lagan's success has been reflected in its appearance in the Deloitte Fast 50 Awards for the past seven years and the Sunday Times Tech Track 100 Awards for three consecutive years, as one of the fastest growing UK technology companies.  Funding of £5 million has been secured recently from BlueCrest Capital Management for Lagan's future expansion in its new growth markets.  Other investors include: Esprit Capital Partners, DN Capital, Crescent Capital, QUBIS Limited and Viridian Growth Fund.

Founded in 1994 as a private company, Lagan's headquarters are in BelfastNorthern Ireland, with offices in NewburyUK and Washington DC and ChicagoUSA.

This information is provided by RNS
The company news service from the London Stock Exchange

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