Colt announced the launch of a new hosted contact centre solution, designed to enable resellers to build and manage their own contact centre services for their customers. The new solution provides a highly functional and easy-to-use platform to help resellers serve the needs of the 50-250 seat contact centre market. The service will initially be available in the UK and Ireland, ahead of a wider roll-out across Europe next year, starting with Germany, Austria and Switzerland.
Being network-hosted, the new service enables resellers to take a ‘pay-as-you-grow’ approach to contact centre provisioning, with minimal upfront investment. Disparate physical sites, whether contact centres, general offices or staff working from home can be integrated into one ‘virtual’ contact centre overcoming the problems associated with transferring calls between locations in a traditional multi-site set up. The new approach enables easier management and fielding of calls to the most suitable and skilled agent. During peak times, as demand increases, additional agents can log into the web-based agent workplace within seconds, from any location with a phone line and internet connection, to ensure customer service levels remain high. In addition, the platform offers resellers the ease and flexibility to fully integrate the new service with their clients’ own Customer Relationship Management (CRM) systems.
“Our new service brings the power of a modern, fully-functioning, hosted contact centre to our reseller partners, enabling them to build, manage and deploy contact centre services for their end-customers,” said Jim Ashton, Head of Intelligent Network and Contact Centre Services at Colt. “The real winner is the caller, who is far more likely to get a swift and efficient resolution to their call than before.”
Based on European Computer Telecoms’ (ECT) effECTive contact centre technology, the new service features a powerful built-in set of tools for creating and managing call flows across agent locations which can be easily managed with minimal training. Hosted on Colt’s wholly owned network, the new service offers multiple levels of resilience and redundancy, ensuring a highly reliable service. Furthermore, it provides network-based call recording capabilities, enabling compliance with Payment Card Industry (PCI) call recording requirements for card payment validation, ensuring systems are secure, and customers can trust call centre agents with their sensitive payment card information.
“We have seen a marked increase in demand for network-hosted contact centre services across Europe,” said Francine Kavesh, Managing Director of European Computer Telecoms Ltd. “We have worked closely with Colt to design a comprehensive solution that meets the needs of its reseller partners across Europe. The ability to easily configure and reconfigure the Colt platform makes it simpler for contact centre managers to change call flows and react to changes without the need for the highly specialised staff previously inaccessible on their budgets.”