What is a Hosted Contact Centre?
Hosting is an innovative business model where the telephony service is provided over the web -customers do not own (or pay) for any hardware or software but rather just for using it. Sometimes known a Software-as-a-Service (SaaS) in a similar way to salesforce.com, in NewVoiceMedia's case it is more appropriate to use the expression 'Telephony-as-a-Service' as the end user is not using software as such, but pre-integrated modules that fulfil applications ranging from simple IVRs to full blown contact centres.
Hosted Contact Centres are sometimes referred to as Virtual Contact Centres.
Not to be confused with 'Outsourced Contact Centre' where a third party provides both the call centre technology and the agents.
What does NewVoiceMedia do?
NewVoiceMedia (NVM) is a leading European player in the provision of Hosted Contact Centre solutions: thousands of agents in hundreds of locations use our technology every day. Highly innovative in terms of cost and functionality, our pre-integrated solutions enable end-users to streamline their business processes, to dramatically save set-up and operational costs, and to improve the caller experience.
The NewVoiceMedia ContactWorld platform can be deployed to establish new or enhance existing contact centres: it is rapidly scalable, end-user configurable and, we’ve been told, provides the most powerful functionality set on the market today. Solutions have been deployed into a diverse range of markets and customers, including Tesco Property Services, Payplan, Parcelforce, Royal Mail, Thomas Cook Airlines and the BBC. ContactWorld is resold by BT and other partners.
NVM is at the leading-edge of highly functional, computer-enhanced telephony – it develops and markets its own range of Hosted Voice Applications for contact centres and advanced customer-to-business telephony. As well as competing alongside traditional hardware solutions with radical but proven technology, NewVoiceMedia has created new applications that go beyond the traditional business of the telco to include CRM and Advertising. Our vision is to become a global leader in the provision of highly functional call handling technology: one that increases caller satisfaction, sales per call and customer loyalty - as well as corporate productivity and agility.
Just some of our customers...
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| Our clients range from large corporations with multi-site contact centres and hundreds of agents - to SMEs with less than five people taking calls who don't even think of themselves as a traditional call centre. |