Applications centre: custom and third party modules

The ContactWorld platform provides a host of pre-integrated modules that you just configure to create the contact centre that you need. These will fulfil the requirements of most people, but from time to time you may need to add custom capability...and that's where the apps centre comes in.

ContactWorld is also an open platform: your team or even third parties can add functionality that extends the performance in every way imaginable.

Applications can range from integration of CRM databases; the development of multi-tabbed screenpops that collect caller data from multiple sources; the integration of new technology from other suppliers; through to custom developments that we ourselves have made.

Just call us for more details.

Applications Centre

Because our solution 'ContactWorld' operates 'In the Cloud' it is easily interfaced to other third party products that also operate there. Here are some examples...

	Not just screen popping - but customer-centric call routing, individual caller treatments, return to my agent, click-to-call and more… all driven from within salesforce.com. Click for more...
	We integrated RightNow for examination board AQA...
	We integrated into 3Sixty Systems for travel company Cruise118...
	SugarCRM integration was first shown at Call Centre Expo 2008...
	We've made screen-pops with tabs for Google Mappings as well as Google Enterprise searches for all correspondence the caller had made in the last few months

We've also worked with other specialist vendors to add complementary functionality to our platform. ContactWorld provides all the hooks and open connections to allow selected third parties to add their apps to our platform.

If your company could add value to our platform by helping our customers do great things more easily contact NewVoiceMedia on 0800 280 2888 to start the process...

	Speech Analytics Aurix provide the phonetics-based speech analytics capability that allows our customers to search for phrases in call recordings.
	Workforce Optimisation Teleopti provides an award winning workforce management solution for advanced contact centres.
	HR lines Absencemanager is an intelligent voice-based software solution that helps to record and manage employee absence information across a business.
	Customer Loyalty Loyaltydriver provides the link between what the customer thinks about the service he receives and your business. It channels their experiences back to the CSM as part of a performance management programme.
	Caller Surveys Almost everyone conducts customer surveys. VIRTUATel goes beyond the survey itself and deliver actions, accountability and measurable results…in real-time.

Custom Developments NewVoiceMedia has developed several vertical applications to meet specific customer needs. These are available either as standalone or as part of our core contact centre suite. These include...

	Taxi Application Addison Lee drivers call the client using an anonymous number just before the cab arrives. This secure system saves time for both the driver and the pick-up.
	Mid-call PCI-DSS Compliant IVR We built a PCI-DSS compliant payment IVR that takes secure credit card payments using DTMF tone recognition through to the RBS Worldpay payment interface.
	Guided Tours The coast guided walk service offered a commentary on a guided walk at locations covered by the BBC Coast locations. A caller would ring the number and identify their location to hear a commentary on the local area.
	Competition Lines Stop the Clock- the prize line is an exciting IVR experience. Each caller that has won a prize is given a prize code. They use this code to enter the IVR. A clock starts counting down and announcing prizes. To win a prize the caller must stop the clock and collect a prize before the IVR ends.
	PIN IVR The PCI-DSS secure PIN IVR allows callers to request a PIN number using secure authentication, a caller can also check the balance on their account or the last three transactions.

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