No. ContactWorld is completely web-based, so there’s no additional hardware or software required. All you need are phones and web-enabled devices. It's a pay-as-you-go service so there's no risky, up front capital expenditure, and no ongoing maintenance costs.
The advantage of ContactWorld is that it’s quick and easy to set up. The service is delivered over the Internet so there's no requirement for expensive systems integrators or engineers. The solution can be up and running in days, sometimes hours.
ContactWorld is easy to use and completely end user configurable without requiring the assistance of support or maintenance teams. Users access the service via a web browser and administrators can customise and adapt their system with a few mouse clicks as required.
Yes. We can easily port numbers from existing telco suppliers. Alternatively, any advertised number can be forwarded to a landing number within your NewVoiceMedia account.
No. There’s no software to install, update or maintain. ContactWorld is completely web-based, so you and your team can access the system in real time from anywhere with a web connection. It also means that you are always using the most up to date version of the product.
Absolutely. ContactWorld is tailor-made for multi-site operations. It's a web-based solution so it can be easily implemented across numerous sites without the requirement for additional hardware or software. All you need are phones and web-enabled devices.
NewVoiceMedia’s infrastructure is distributed across multiple geographic locations. If one data centre fails, the service automatically reroutes to an alternative site. This gives our customers complete piece of mind that the service is resilient and reliable.
In telephony an ACD (Automatic Call Distributor) is a system that distributes incoming calls to specific users or groups of users.
Routing incoming calls is the task of the ACD system. They are often found in organisations that handle large volumes of callers who do not need to speak to a specific person but who require some form of assistance, such as customer services or help desks.
They can also be used by smaller organisations to route calls directly to the right person in a small team instead of relying on calls being transferred from a switchboard.
An IVR (Interactive Voice Response) enables callers to select a route to an agent themselves with answers to questions that the caller listens to. The IVR can be set up to respond to voice or number inputs from the keypad.
A typical example would be; "Please press 1 for Sales or 2 for Customer Service."
IVRs can also be used for self-service, for example to request a brochure, meaning standard requests can be completed more quickly for the caller and valuable time is saved in the contact centre.
Mid-call payment IVRs can also enable secure credit card transactions.
CTI (Computer Telephony Integration) links your telephone system (such as the ACD and IVR) with your customer database. This means information about the caller can be presented to the person taking the call.
ContactWorld is installed with simple to use customer relationship management (CRM) system which delivers information about callers to the person taking the call.
ContactWorld also integrates with 3rd party CRM systems, such as Salesforce.
Either for internal training or regulatory compliance, calls made via the ContactWorld platform can be recorded for future playback.
Call recordings are instantly available to administrators and supervisors via the Call Recording Archive.
ContactWorld Mobile also enables all mobile calls to be recorded, invaluable for organisations with field-based teams.
Via the administration interface supervisors can silently listen in to calls in order to monitor best practice.
ContactWorld collects a series of statistics relating to your calls - abandon ate, calls answered within 20 seconds, number of calls taken and so on. The reporting of this data gives you information to help you manage your operations more effectively.
Speech Analytics, sometimes known as Voice Analytics, enables you to search for and find specific phrases in your call recordings. It's similar to searching the web by using Google, instead you are searching your recordings by using ContactWorld.