Cloud Solutions for Contact Centres of all Sizes

Enterprise Class Contact Centre Functionality

ContactWorld provides solutions and services for all types of contact centre:

• New contact centres can be set-up quickly and with minimum financial risk.
• Existing contact centres can enhance and develop their existing infrastructure with ease.
• Multi-site contact centres are easily managed through a single solution.
• Outsourced contact centres can quickly and easily scale to changes in demand.

Read our case studies to find out how our customers use ContactWorld to effectively manage their business telephony.

Scale up and down with ease

It can be difficult to estimate technology requirements for the future when deciding on new business solutions.

With ContactWorld, it's easy to add or remove agents as business fluctuates. Through ContactWorld’s web-interface customers access the solution via a web browser on any PC, or similar web-enabled device, which means it’s easy to change the number of agents available to take calls.  It just takes a few moments to add an agent or move them between call groups.

You can start using ContactWorld with just a few agents and then add more as you need to.

Customisation – adding functionality and features

Every customer has different requirements. ContactWorld allows businesses and contact centres to add and remove functionality in minutes, for example changing the way calls are handled requires just a few mouse clicks. It’s also ‘on-demand', so customers only pay for what they use.

From adding pre-agent IVR messages to becoming PCI compliant for debit and credit card transactions, ContactWorld gives businesses and contact centres the flexibility to evolve effectively over time.

Operational consistency

Network based IVR, ACD and CTI means all agents, whether on a single site, working from home or across multiple sites can use the same scripts, messages, CRM databases and more. This helps build consistency of operation and deliver a seamless caller experience.

Real-time visibility

With ContactWorld, businesses get a real time window into their entire call centre operation. Managers can monitor which staff are online, monitor key performance indicators and access detailed live call stats from all sites, in an instant.

Home-working and Remote-working

Users of ContactWorld can make and receive calls from anywhere with a phone and a web-browser – and supervisors have real-time monitoring of their teams.  It’s simple to set up users so they can work from home as an integrated member of the team.  Remote agents can be managed just as easily as office-based staff with a real-time window into an entire call centre operation.   This means you can utilise different working practices according to your business requirements.

Disaster Recovery

Planning for disaster recovery is important for everyone.  How would your business cope if no-one could get to work?

ContactWorld is a cloud-based solution.  This means wherever your agents or team members are they can make and receive calls with a phone and access to a web-browser.  For example, they could log on at home and make and receive calls through a home or mobile number.

No cap-ex, no maintenance costs

With ContactWorld, there's no additional hardware or software to worry about - customers only pay for what they use. Say goodbye to big, risky cap-ex investments and ongoing maintenance costs and say hello to pay-as-you-go contact centre telephony.

For more information, please download our datasheet:

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