Typical Customer Experience

/Typical Customer Experience
Typical Customer Experience 2018-08-16T20:22:38+00:00

Right To HealthInfinity Group

“We highly recommend the Vidicode Apresa Call Recording System

When Infinity Group, one of the UK’s largest IT and Telephony providers were tasked by Right to Health, to find a reliable, user friendly call recording platform that met FCA* compliance standards they turned to Vidicode UK and call recording expert Everton Stuart.

Right to Health, founded in 2001, specialise in finding new private medical insurance policies and reviewing the current health and financial requirement of individual and corporate clients. Their work makes it imperative to prove impartiality, adhere to FCA regulations requiring evidential proof of transactions and should the case arise be able to find that proof quickly.

The Vidicode Apresa IP Recording System was chosen by Right to Health and Infinity Group for its ability to search for and find recorded calls rapidly, add notes to each call, email recordings and tag with relevant business information as well as storage for a number of years as required by the FCA. In addition, Infinity cited the skillset and knowledge of Everton Stuart and his support team as a major factor that impressed Right to Health.

Phil Jones COO of Infinity Group said, “We are happy with our choice and would always recommend the Vidicode Apresa call recording solution where possible. It’s a very flexible system with a multitude of features for MiFID, PCI and GDPR compliance as well as benefits for use in a training environment.  It is good to know that our client feels the same way we do about Vidicode UK and the solution we provided”.

Jonathan Carroll, Director at Right to Health backs this up, “We felt that our telephony needs weren’t being fully met with our previous provider and were delighted when we were pointed in the direction of Everton at Vidicode. The Vidicode system is far more comprehensive than anything we have used in the past and they have been incredibly helpful in custom-setting our portal to better meet our demands. We often use call recordings for training and compliance issues and Vidicode enables us to easily locate calls and make appropriate notes on relevant sections. Furthermore, Everton and his team are a pleasure to work with and readily available to support us on the very rare occasion that an issue does arise. We highly recommend the Vidicode system.”

Find out more about the Financial Conduct Authority & Vidicode Apresa call recording solution.

JML

The Company

Founded in 1986 by John Mills and now a global operation, JML was once a small family company that developed through consumer exhibitions with exciting live demonstrations of innovative products. Over the last two decades we’ve grown into a household name, one of the nation’s favourite brands and a world leader in retail screen promotions and TV home shopping. With ambitious plans for further rapid growth, you can find our diverse range of products on virtually every high street and in many of the biggest retailers throughout the UK and Ireland. Our international distribution is also expanding fast and we have a presence in over 70 countries worldwide.

The Challenge

JML required a PCI compliant call recorder for our contact centre which includes Customer service and inbound sales calls.

The Vidicode UK Apresa recording solution proved to be the best solution after many months of reviewing possible products. We needed a solution that was easy to configure, where we could mute calls when our agents reach a “Payment Page” meaning that no card details are captured. The Apresa also provided us with the option to use short DTMF codes to manually mute and unmute the calls.

The Vidicode UK Experience

Vidicode UK were able to provide a solution that works perfectly within our existing infrastructure. There are no issues with the fact that our agent’s hot desk.  Integration was a quick and straight forward process.

JML were able to request some specific changes and requirements where Vidicode UK were able to go away, work on these with their tech team and come back just days later with a resolution. They delivered everything we asked for.

On the few occasions where support has been required this has been met with a swift response and any issues or questions resolved quickly and followed up with calls to ensure everything is working as expected. JML have an excellent ongoing relationship with Vidicode UK.

The solution was easy to install and is easy to administer and maintain.

Key Benefits Of The Chosen Solution

 *PCI DSS Compliance

*Easy recording user interface

*Simplifies training and staff appraisals

*Improves customer service and client experience

*Our users find the Vidicode UK Apresa recording solution easy to navigate, we use it on a daily basis.

It has become a vital training tool and resource.

DF Markets

The Company

DF Markets (Delta Financial Markets Ltd.) is a Forex, CFD and Financial Spread Betting provider established and located in Canary Wharf, London. The company is regulated by the Financial Conduct Authority (FCA register number 534027). The protection of client funds is provided by the Financial Services Compensation Scheme (FSCS).
DF Markets offers competitive trading conditions for a wide range of markets – from Forex, Gold and Silver, to Equities, Stock Indices, Futures and ETFs across a variety of asset classes. Clients can also benefit from professional trading resources such as, among others, economic calendar, live Forex quotes, educational articles and videos. DF Markets customer support is available by phone, email and live chat. FX, CFDs and Spread Bets are leveraged financial products which involve high risk.

The Challenge

We had investigated many solutions over the years and have spent many hours trying to make the solutions fit our regulatory & Treating Customers Fairly (TCF) needs. With our growth plans, MiFID, TCF and FCA regulations in mind, we were delighted to finally procure a robust solution that could be implemented quickly and with minimum disruption.

The Vidicode UK Experience

Vidicode UK proved to deliver on their promises for a high-quality solution, impeccable and efficient project implementation and reliable post-sale support.

Key Benefits Of The Chosen Solution

*User friendly user interface
*FCA compliant recorder
*Each user may have access to review their own calls with particular access privileges
*Low costs
*Audit trail for compliance checks

DF Markets

The Company

The company was founded in 2003, but in 2007, with the arrival of the new shareholder, we dedicated particular resources and energy to the Investment Management business, focusing on the search for good results and out performance of the benchmark indices. Our team’s best management skills lie in UCITS Funds and Alternative Funds. The search for value is at the basis of our management strategy.

The Challenge

Albemarle Asset Management required a FCA compliant call recorder for traders in London. We utilised the services of our IT support company ITD to assist us in finding the best possible solution for our needs. We chose the best solution from a number of competitors based on price and features.

The Apresa recording solution is simple to use and administer. Each trader can access their own calls and can add notes to live calls, which assists in compliance and review of trades.

The Vidicode UK Experience

We have been impressed with the level of pre and post-sales support provided and found the Apresa recorder to be very reliable compared to other systems we have utilised in the past. It is great to be able to rely on our technology partners to do what they do best, so that we can focus on our business. We would unreservedly recommend this system to others.

Key Benefits Of The Chosen Solution

*Simplicity

*Security

*Ensures we are compliant with FCA regulations

We are happy with our decision to use Vidicode UK as our recording supplier and are very impressed with the reliability and robustness of the Apresa recording platform.