An Introduction to ContactWorld
Just as Google allows you to access search, advertising and other applications at the click of a mouse from their massive data centres around the world, so NewVoiceMedia allows our clients to access Telephony services. For the first time in history, End Users or Service Providers can now set-up and operate a contact centre without any hardware, software or capital expenditure. We use similar (if smaller!) data centres as Google - but these hubs are also connected directly into the public telephone network as well as the Internet.
NewVoiceMedia is a pioneer in Cloud Computing for Telephony applications - we introduced our 4th Generation system for Hosted Contact Centres in July 2008, we have clients of all shapes and sizes, and our revenues continue to grow exponentially.
Cloud Computing is revolutionising the ways that companies do business. Just as Google revolutionised the world of advertising and Amazon the world of retail, so NewVoiceMedia is set to change the way Contact Centres are set-up and operated. It's a model that will drastically improve contact centre performance while slashing operating costs and eliminating CapEx altogether.
How does it work?
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Unlike a traditional CPE approach, which costs a fortune in hardware and software, our solution routes calls to 'your' contact centre to our hosting servers. There, the calls are processed according to your call plans and then delivered to your agents wherever in the world they may be. At the same time we pop your agents screen with all the information we hold on your caller. All your agent needs is a (preferably) PSTN phone and a PC - nothing else is required, then 'off you go'!
- No hardware, to buy and maintain...and no CapEx
- No software to integrate
- No fuss...you can go-live in a matter of days usually!
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.
The following three sections show how the basic modules of our system can be combined to provide solutions that range from a simple call centre to the most sophisticated of applications that place the contact centre at the heart of an end-to-end business process. Just hover over a button to see additional texts, or click to drill down for additional information...
Business Applications
There are many vendors of call centre hardware and software, but none enable you to assemble an advanced contact centre as quickly, or as easily, as NewVoiceMedia.
You can enhance agent productivity and reduce headcount while still boosting the overall performance of your operation. You can boost revenues by intelligent call routing and targeted in-queue advertising. You will improve the caller experience. But best of all, is how easily and quickly everything can be put together...and you only pay for what you use at the end of each month!
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Contact Centre Applications
Using our pre-integrated modules for ACD, CTI, Call Recording... your team can create a contact centre operation that exactly meets your requirements for today, and then re-order things to change the whole nature of the operation the very next day. There's no need to call in an army of system integrators and wait months to do things.
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ContactWorld Platform
The 4th generation of our Cloud Computing for Telephony platform, ContactWorld provides top-of-the-market capability for an affordable monthly outlay. No hardware OR software required, it is based on a solid telephony foundation that has been developed from the ground up for CTI and other advanced applications.
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Our proprietary solutions are every bit as powerful as leading solutions from traditional vendors - we provide high performance ACD, IVR, CTI, call recording, PCI-DSS compliant payment lines and more. What's more, we provide Telco-quality PSTN lines as well as VoIP.
Indeed, it's more than likely that our platform is more powerful than many alternatives out there because each node in our platform is capable of handling over 5,000 simultaneous calls. Our solutions are more scalable because you don't need to buy additional hardware or extra licenses.
Based on a powerful platform...designed by NewVoiceMedia
Naturally, the functionality that makes us so different requires massive processing power. Most users are rightly unaware that platform has more compute power per caller channel than was available for the whole of a major US telephony network only six years ago! And because the costs are shared with other users of our multi-tenant platform, it comes practically for free. Our massive processing power enables us to offer our clients the inbound call treatment capabilities they could only dream of, until now.
For those with a technical interest, our platform is based on Stratus fault-tolerant server architecture that delivers greater than 99.999% uptime; it uses Aculab signal processors (3 DSP chips per caller channel to remove echoes, reduce background noise and for CTI control any time during the call); and we developed our own softswitches for carrier-grade signalling. Our multi-tenant infrastructure is based inside our telco partners' premises and is supported day and night, 365 days a year. We run multiple nodes from multiple locations, so that should one node actually go down there is enough capacity within the other nodes to switch over and carry on seamlessly. These hubs are, in turn, connected to major internet networks that can handle up to 1Petabit (a million gigabits) of traffic per second. We believe we are the only hosted company to be so tightly integrated into Tier 1 networks. We conform to XML, CCXML and VoiceXML standards, extended to provide more tailored instruction sets for Dynamic CTI.
The platform hardware aside, NewVoiceMedia owns all the Intellectual Property of its solution and has many patents pending for its implementation. It also means that we can rapidly adapt the platform to meet new applications and challenges.
Absolute security
NewVoiceMedia has achieved PCI-DSS Level 1 compliance, meaning that credit card companies such as Visa and Mastercard trust our security processes as we take £000s in card transactions every day. Physically, our Cloud Computing centres are based inside the data centres of Tier 1 telcos: physical access is restricted to those who 'need to go', the platforms are inside a steel cage, and CCTV records every movement inside the area. Regular penetration tests are run by external specialists to ensure that our firewall and security procedures are beyond reproach. Of course, audit trails let us know who did what and when on our platform. Is it possible that our security is even more rigorous than companies still using their own Customer Premise Equipment?
Now we invite you to take a look around our site, read the customer testimonials, download a case history or two, and see who has adopted our solutions already.