JML

Compliant Call Recording for TV Shopping Channel

JML

About JML

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 Solution

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 and it has become a vital training resource tool.

Key Benefits of the Vidicode UK Apresa recording solution

1. PCI DSS Compliance
2. Easy recording user interface
3. Simplifies training and staff appraisals
4. Improves customer service and client experience
5. Our users find the Vidicode UK Apresa recording solution easy to navigate, we use it on a daily basis

Vidicode UK reflects:

It was a pleasure collaborating with home shopping channel JML and meeting their requirement for a PCI-DSS compliant call recording solution. Recognising the importance for companies processing phone payments to halt temporarily or mute recordings when payment card information is disclosed is a fundamental feature of the Apresa call recording solution.

Similar companies taking over the phone payments can be confident that Vidicode UK offers various options for PCI compliance and, as with JML able to adapt to most bespoke requirements, including ‘hot desking’ within existing infrastructures without disruption.

Clients we work with

Travel Up

Since its inception in 2004, TravelUp has aimed to make worldwide travel effortless for its customers. With so many options for a customer, its bespoke deal finder technology searches masses of different suppliers simultaneously. It quickly returns all the best available deals for flights, hotels or full... Full Case Study

Based in Huddersfield and proud of their Yorkshire heritage TLF Research boast a proven track record of improving the customer experience, satisfaction, and loyalty of their client’s companies through the design and running of customer research programmes. As a full-service agency TLF has assisted customers including Visa, Calor, Co-op and Saint... Full Case Study

SoloProtect

Over the last 20 years, SoloProtect has innovated and evolved to provide an industry-leading lone worker safety solution that is used by thousands of people across the world. SoloProtect work with public, private, and charity sector organisations that employ large numbers of staff who work alone, are community-based, or are required... Full Case Study

As one of Shropshire’s biggest and longest established Motor Dealerships Budgen Motors prides itself on giving excellent service to all its customers. Budgen has been in Shropshire for 40 years and it is still family run today.Originally started by Tommy Budgen in the 70s, Budgen was taken over by the late... Full Case Study

MSL Motor Group was founded by Stephen O’Flaherty who is widely celebrated as one of the great pioneers of modern Irish motoring. His grandson, who is also named Stephen O’Flaherty, is the Chairman of MSL Motor Group today.The O’Flaherty family have a long history in the Irish motor industry and have... Full Case Study

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... Full Case Study

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... Full Case Study

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... Full Case Study

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 outperformance of the benchmark indices. Our team’s best management skills lie in UCITS Funds and Alternative... Full Case Study