NewVoiceMedia has been named in Gartner’s research note detailing the development of Contact Centre as a Service (CCaaS) offerings in Europe. The highly-regarded analyst firm identified four distinct types of European CCaaS providers – application specialists, communication service providers, system integrators and infrastructure technology providers.
UK-based NewVoiceMedia is listed as one of five application specialists providing contact centre services in the cloud. Gartner also cited NewVoiceMedia for being the only CCaaS provider to publish live service availability and performance data to its customers and prospects.
The company continually tests the performance of its operations and provides the results publicly in real-time on its Trust Site.
Jonathan Gale, CEO of NewVoiceMedia, comments, “We are very pleased to be recognised in Gartner’s report – especially for what we believe is confirmation of our service availability and performance. We are committed to delivering efficient contact centre solutions transparently and honestly, and took the bold step of giving our customers complete visibility of the service they are getting from us, through our Trust Site. We want our customers to know that we’re maintaining and monitoring their service 24 hours a day providing real peace of mind so that they can focus on running their business”.
The impact of CcaaS solutions, as mentioned in the research note, includes a lower total cost of ownership (TCO) and the ability to consolidate technology and operations for multiple countries with a single supplier. It is also stated that service providers are demonstrating impressive service availability targets that IT leaders will struggle to match for a lower TCO.