Hosted Contact Centres are the most cost effective way to set-up and operate a contact centre - they involve minimal set-up costs, provide total flexibility to scale up and down in capacity as your business evolves, deliver the most powerful performance, and you only pay for what you use at the end of the month.
- Low cost of set up - no hardware, no CapEx, no software to integrate, no finance needed! You WILL save £000s.
- Low cost of operation: you only pay for the technology you use, and the number of agents using it, in any month.
- Fast to set up: typically a matter of days (although our record was to go live the same day!)
- Scaleable to monthly business needs: from just one agent to over a thousand agents - and back again
- Ideal for virtual operations: homeworkers, multi-site...
- Low risk: no long term commitment, just switch us on, turn us off when the job is done
- Powerful technology: ACD, CTI, IVR, Call recording, Speech Analytics, Management Statistics...all pre-integrated, ready to go!
- End user configurable over the web: no need for system integrators, non-technical folks can modify call plans in minutes!
- We manage the infrastructure for you - we host in highly secure Telco data centres
More on technology (ACD, CTI...)
More on solutions (new contact centre, enhanced CPE...)
Some of our clients...
Our service is based on 'ContactWorld' our proprietary platform that uses pre-integrated modules to build or enhance a contact centre more quickly, more effectively, and above all, more economically than traditional hardware-based approaches.
ContactWorld Features- Network-based Automated Call Distributor (ACD) capable of scaling from 1 to 1000+ agents located in multiple sites or working from home
- Network-based Computer Telephony Integration (CTI) that can treat the call according to data held on a CRM database, including “Individual Caller Treatment ”
- Interactive Voice Response (IVR) to provide the caller with 'Press 1' information or to provide self-help lines, questionnaires, secure, agent-less credit card operations (PCI-DSS ) and more
- Network-based Call Recording allows calls to be monitored across multiple sites for training or security/compliance purposes
- Agent Desktop - screen pops with contact data, agent questionnaire scripter, agent data collection, previous call history...
- Full Live and Historical Management statistics across all sites and agents
- End-user configurable over the web
- Highly scalable - add or remove agents, add or remove functionality, modify call plans, integrate new CRM databases
- Calls delivered to VoIP and Traditional PSTN and PBX phones.
You'll be able to add functionality to develop the capability that you need right now, then extend it downstream to met new business challenges as your operations grow: perhaps to add homeworking and disaster recovery capability; add network-based monitoring and recording to enhance security; become PCI compliant for your debit & credit card transactions; move up to Individual Caller Treatment...
From Capital Expenditure to 'On-Demand' Model
You won't need large ANY hardware or software investments and so you can eliminate large upfront capital expenditure. Instead, you just pay for what you have used at the end of a billing period. It could save you 60% over three years! Indeed, the financing costs alone for a CPE solution can be more than our running costs!
Reduced overall costs
We can often save you 60% over a three year period - why not let us prove it? RoI Calculator
Usage based pricing (Telephony as a Service) - No need to plan how many licences you need over the coming years - add and subtract agents and functionality as you need them.
Reduced Integration Costs
No need for expensive systems integrators either, our pre-integrated modules can be deployed in hours and are end-user configurable. If you can order something on Amazon.com you can operate our software.
Greater functionality.
Through economies of scale, our system is probably more powerful and more functional than you could afford yourself if you went down the traditional CPE hardware route. Although you may not want to exploit every feature right now, one day you may want to - and all this power is accessible at the click of a mouse. Don't forget, you only pay for what you use in any month. Features such as Call recording, CTI, PCI compliant card transactions, multi-centre wallboards are just some examples.
Scalability and rapid changes.
You have complete control your contact centre - you can modify the call plan, add/remove agents, set-up homeworkers, add CTI, interact with CRM databases in minutes, and all from any browser connected to the web. As such changes can happen in response to hourly changes in your business.
Access to new markets and labour pools.
A Hosted solution delivers calls to agents anywhere they want to work - all an agent needs is a PC, an internet connection, and a phone. Set up a team of homeworkers and you have access to a pool of labour that tend to be highly motivated and eager to work. (click here for more).
Improved caller experience.
With our solution you have the power to transform the caller experience...lines are never engaged, callers can be treated individually with their own IVRs and music selections, they can be routed to their agent, they can listen to targeted PhoneAds... (click here for more).
In short, it is the future of contact centre solutions.
That's why companies ranging from large distributed operations such as the Royal Mail, through financial operations such as Capita and Payplan, to small franchises with only 5 agents working from home have all adopted NewVoiceMedia solutions recently...
Explore the business case