NewVoiceMedia Goes Live at Capita Registrars

NewVoiceMedia has today announced a deployment of its ContactWorld Hosted Contact Centre platform at Capita Registrars. Capita Registrars provide share registration and value-added services to more than 2,000 companies in the UK; the head office is based in Beckenham, Kent, and there are four contact centres throughout the UK employing around 200 agents altogether. Whenever a shareholder in a company such as National Grid or Alliance & Leicester makes a registration enquiry they will actually be calling one of the Capita Registrars Call Centres.

Capita Registrars is part of the Capita Group Plc, a market leader in UK business process outsourcing. Capita Group also provides general business outsourcing services for organizations such as the NHS. Earlier this year Capita implemented a small contact centre for an NHS trust in Bradford, also based on NewVoiceMedia’s ContactWorld.

According to NewVoiceMedia CEO, Jonathan Grant, “Capita Registrars was looking for a hosted solution because these are faster to scale up and down according to business levels in any one month compared to the traditional hardware based approaches. They are also well-suited to handling multi-site operations as the supervisor can overview all operations on one screen as if everyone were in the same room.”

Rob George, Network and Telephony Manager at Capita Registrars commented, “We went through a rigorous testing of the ContactWorld platform capabilities, and when we went live on Monday June 2nd with our own call centre the transition was overwhelmingly smooth”. In addition to the contact centre activities, Capita Registrars now uses NewVoiceMedia as their Telephony Service Provider.

 Grant concluded “The notion of a pre-integrated suite of applications for ACD, IVR, CTI and Call Recording among many others being available at the click of a mouse is winning incredible new clients all the time.”