An Introduction to ContactWorld
In the world of global communications, efficient, intelligent and reliable are key words for contact centres today.
Customer interactions need to be handled intelligently if your organisation is to deliver the best possible service. That means ensuring calls are routed to the most appropriate agent, as efficiently as possible, for both the customer and your own operating effectiveness. ContactWorld can provide the high levels of flexibility, functionality and reliability you and your customers need.
ContactWorld, the fourth generation of NewVoiceMedia's hosted voice application platform, has been deployed on multi-site operations for the Royal Mail and Parcelforce, is used by retail companies such as Tesco and Thomas Cook, is the backbone for financial organisations Payplan and Buy.at, enhances outsourcers such as LBM and Response, supports start-up ventures such as Silverjet...and is resold by BT.
A unique hosting platform, ContactWorld™
- our own, proven technology, with IVR, ACD, CTI, call recording...modules can be combined to provide applications ranging from IVR systems to fully functional contact centres
- rapidly deployed, easily scalable e.g. agents numbers can change every month
- end user configurable: changes to the call plan can be implemented in minutes by contact centre personnel to respond to a change in business needs
- pre-, mid- and end-call CTI configurable by anyone over the web
screen popping, agent scripting, - telco grade voice quality
- Individual Caller Treatment: could increase call centre revenues by 5% per annum
- PCI DSS compliant card transactions
- ideal for multi-site and homeworker operations
- based on NewVoiceMedia Telco-grade SoftSwitch, based in multiple hosting centres providing resilience and security.
- PSTN and VoIP/SIP ready.
Resold by partners, including...
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Used by...
Some of the ContactWorld applications and benefits
- Hosted solutions are 60-70% less expensive than traditional CPE approaches – and involve no capital expenditure, hardware/software developments or ‘hidden costs’ of ownership
- Once the domain of large corporations, contact centres are now affordable to SMEs and those departments within a corporation, such as a help desk, accounts payable or HR, that do not see themselves as a traditional contact centre.
- Hosted solutions can be deployed in hours and are scalable in real-time to meet rises (or falls) in business needs – as such they present the lowest business risk for rapidly growing companies as no long term decisions have to be made upfront as to the size of the operation.
- Contact centre agents can be anywhere in the world – in a central office, part of a distributed network or work from home. Changes to this arrangement can be made in minutes, for example to respond to a fire, flood, or breakout of a contagious disease.
- Contact centres can now mix and match protocols such as PSTN, mobile and VoIP to exploit the new dynamics of the telephony world. However, users can migrate at their own speed and need not be forced down one path or the other.
- Any authorised user can change any aspects of the solution themselves using a web-browser - there is no need for third party system integrators. Any changes are made in real-time, allowing the call centre manger to respond to business changes as often as required.
- Massive processing power on the NewVoiceMedia application hub allows each and every caller to be handled in a pre-defined way, so-called “Individual Caller Treatment”.
- Using ContactWorld’s ContactManager module, the agent can make changes to the corporate CRM/CTI system that would allow a caller to be treated differently if they called back a few seconds later
Callers can be offered relevant marketing messages “PhoneAds” that not only increase retention times, they improve revenues by cross-selling and up-selling products or services that are known to interest the caller.