New Contact Centre

Introduction

If you are planning a new contact centre there will be several strategic questions to be answered:

• How many agents do we need today - and a couple of years down range?
• How easily can we scale to add new functions when we need them?
• How can we finance all the hardware and software development?
• How long will it all take to get operational?
• What will everything cost to house, maintain and operate?
• How much risk is there that our business model is going to work?
• How we handle multiple sites and home-based agents?

In unpredictable times it is a hard call to make! But a Hosted Contact Centre solution from NewVoiceMedia offers a radical, but proven, alternative to the traditional CPE approaches. Instead of taking a risk on what you will need in the coming years and investing £100,000s on a solution, you can just 'rent' a telephony service that delivers what you need today and can scale up or down to meet tomorrow's needs. Even better, there's no CapEx and everything an be set-up in weeks...

NewVoiceMedia's ContactWorld has a modular architecture that can be used to build a new contact centre more quickly, more effectively, and above all, more economically than traditional CPE approaches. It's all so quick and easy to do and there's no Capex or on-going maintenance costs to worry about because you 'Pay-on-Demand'

Benefits

• Improve profitability, move from Capex to Opex
• Reduced overall costs - often by as much as 60%
• Usage based pricing (Telephony as a Service)
• Reduced integration costs
• Greater functionality
• Scalability and rapid changes
• Economies of scale
• Access to new markets and labour pools
• Improved caller experience

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 pre-agent IVR messages that can shave seconds off each call by preparing the caller to get things ready before putting the call through; add network-based monitoring and recording to enhance security; become PCI compliant for your debit & credit card transactions; move up to Individual Caller Treatment...

• Network-based Automated Call Distributor (ACD)
• Agent Desktop - CTI Screen pops with Contact Data, Agent Questionnaire Scripter, Agent Data Collection,  Contact Media Interfaces and Previous Call History  CRM Integration and “Individual Caller Treatment”
• Computer Telephony Integration (CTI)
• Interactive Voice Response (IVR)
• Secure, agent-less credit card operations
• Full Live and Historical Management statistics
• End-user configurable and highly scalable
• Calls delivered to VoIP and Traditional PSTN and PBX phones. 

        ...and much more!