Our Services
Talk Telecom’s proprietary built Virtual Call Management System (VCC), is a state-of-the-art IVR platform at the heart of the StreamLive advice services. Talk Telecom, the StreamLive Ltd network subsidiary supplies the telecom infrastructure for the Company.Talk Telecom is licensed by Ofcom to operate and resell public telephone services and works closely with ICSTIS to ensure that services meet all guidelines.
Network Interconnects
A redundant SS7 Interconnect to the wider UK Telecommunication network is provided via Opal Telecommunications (Member of the Carphone Warehouse Group).IVR
In excess of 7000 lines of network IVR are employed.Virtual Call Centre
The Virtual Call Centre (VCC) was designed by StreamLive Ltd which draws on many years of experience within the industry giving a resilient and feature rich system to ensure total uptime and a good customer experience.The VCC system comprises the following components:
Voice System - Calls are dealt with by redundant voice systems to ensure maximum up time. The two independent systems are identical and work in parallel so that, in the unlikely event of a system failure, the second system will continue to handle all calls. Administrators view and manage the Call Centre on a 24/7 basis via a web based GUI showing real-time views of system operation, call volumes, phone line operator status and performance.Voice Recorder - To comply with ICSTIS regulations, all calls must be recorded and this is done internally within the system. The call conversations are recorded to computer disc and referenced by individual call ID to make retrieval easy. Call recordings are archived to tape on a daily basis and held for 1 Year as per ICSTIS regulations.
CD Module - Callers can be offered the opportunity to order a CD recording of their conversation and is DDI specified. When specified to the callers DDI, they are given the opportunity to leave their name and address details at the end of their call and these details are transcribed and used to mail out a CD recording of the consultation.