Customer Success Story: Premium Choice Ltd.

    “Without doubt Mitel’s Call Recording and Quality Management solution have solved the business challenges we were facing. It is an excellent fit,” - Rupert Gladstone, Head of Information Technology, Premium Choice Ltd.

    Premium Choice is a specialist motor insurance broker located in Birmingham, England. The company provides insurance coverage at reasonable premiums to individuals who may have trouble obtaining motor insurance in the general market, such as young drivers, drivers with infractions or drivers of modified or high performance vehicles. Premium Choice strives to provide customers with a genuine choice of quality, affordable motor insurance backed up by first class customer service at all times.

    Premium Choice was facing several business challenges with their telephone-based communications. First, as a financial services company, the UK’s Financial Services Authority (FSA) mandates all its telephone calls be recorded. Unfortunately Premium Choice's prior recording solution was not totally in synch with their communications platform - leading to consistency and reliability problems with their call recording.

    After careful analysis of their systems, requirements and integrations, Premium Choice chose Mitel’s MiVoice Call Recording and Quality Management software. The benefits have included:

    • Ease of sharing calls internally and externally
    • User-friendly reporting capabilities
    • Simple supervisor access to calls
    • Uncovered previously undiscovered opportunities to enhance agent efficiency

    Premium Choice is very satisfied with the ways in which MiVoice Call Recording has benefitted their operations, from the consistency and reliability of their call recording to the level of tracking and reporting they now have available.

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