NewVoiceMedia today announced that it has signed an agreement with China Telecom (Europe) Ltd. (CTE) to promote the NewVoiceMedia Hosted Contact Centre Solution, ContactWorld, across Europe. CTE is the European, Middle Eastern and African operation of China Telecom, the world's largest fixed-line operator.
NewVoiceMedia's ContactWorld uses the increasingly popular Software-as-a-Service (SaaS) business model, allowing CTE to help companies to set up, or expand their European contact centres faster and more cost-effectively than traditional hardware-based approaches.
Unlike conventional contact centres, which may take months to install and configure and which can involve hardware costs that are out of reach for many new operations, NewVoiceMedia's 'hosted contact centres' use virtual telephony systems. This provides the links and call plan intelligence between the callers and the agents.Call Centre owners pay ‘on-demand', dramatically reducing the capital expenditure required and allowing the flexibility for the business to expand its call centre operations as it generates greater revenues.
Mr Ou Yan, Managing Director of CTE said: "Geared to our service philosophy of ‘Customer First, Service Foremost', we continuously make the effort to explore next generation technologies that can add value to our customers' business operations. Working in synergy with NewVoiceMedia, I am confident that the hosted ContactWorld platform, along with our comprehensive range of industry solutions, will provide our customers with more flexibility in managing their business operations and help them achieve better results."
According to Drew Kraus, Research Vice President of Gartner, "When considering cost and functionality, many companies are finding SaaS-based contact centres to be the more effective solution for their needs."
Announcing the deal, Jonathan Grant, CEO of NewVoiceMedia, expressed his delight that the world's largest fixed-line telco saw the benefit of the ContactWorld platform for its rapidly growing European client base.
Mr Grant added: "As the face of the global economy changes rapidly, CTE's presence globally is becoming more and more important. Many of their domestic clients are moving overseas and our suite of hosted telephony solutions is ideal to their needs, as it provides a quick and cost effective way to setup and operate a call centre."