Telephonetics VIP integrates with Lagan to improve local government services - Telephonetics VIP, 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 VIP’s 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 NI14. 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.