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

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