Outsourced Contact Centre

Introduction

Outsourced contact centres need the capability to add (or remove) functionality and agents to better balance their resources with the rise and fall with customer demand.

NewVoiceMedia's ContactWorld platform provides an ideal solution - it is very functional, it is end-user configurable in minutes and the you just 'Pay-on-demand'. We already provide services to many outsource call centres, including LBM, RESPONSE and DirectCall. How can we help you?

NewVoiceMedia solutions provides a quick and cost effective way of adding:

• extra agents to meet a predicted surge in demand
• multi-site operations, especially working from home
• Add IVR to pre-process callers before passing through to the agent
• self-help lines (brochure ordering, account lookups...)
• HR job seeker questionnaires
• IVR that determines which agent (or skill group) the caller requires
• PCI-DSS compliant credit/debit card transactions
• CRM database linking (CTI)
• Call recording (network-based, there's no hardware to buy!)
• Disaster recovery planning (what would you do if your CPE hardware was in a fire, or just went down for an extended period?)
• ...and so much more!

ContactWorld has a modular architecture that can be used to enhance your existing contact centre(s). You don't have to throw away your current hardware and start again from scratch, you may even add years to its usefulness!

You'll be able to add functionality to extend your operations: 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...

The best thing of all? 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'

• Individual Caller Treatment
• Individual IVR/Lite Touch IVR  
• Routing to customer’s own agent/Account Management group
• Personalised Phone Ads and Pre-Agent Messaging
• Secure Credit Card Transactions (PCI DSS compliant)
• IVR Data Collection
• Emergency ACD and Homeworking working during disasters or excess load.
• Call recording and Interactive Messaging
• Network-based routing, queueing and monitoring across multiple sites worldwide
• End-user configurable over the web
•  
  ...and much more! 

Benefits

• Enhance the operation of your call centre with new functionality on demand and no capex
• Incorporate extra capacity with new IVRs, new CTI call treatments and new agents in minutes
• Switch to homeworking or other sites in minutes in case of disaster (fire, flood, civil disturbance...)
• No need to wait for Systems Integrators, all features fully configurable via the web.
• No hardware, no software, no capex – payment is simply ‘on-usage’ (Telephony-as-a-Service)
• Optimise usage of skills across multiple sites
• Save 20 seconds per call by preparing the caller to get credit card ready, or routing to the right agent
• Better security, reduced fraud, and PCI DSS compliance.