Hosted Telephony Service provider NewVoiceMedia has launched Contactworld, heralding the service as a next-generation platform for voice applications. The solution has been designed to help companies introduce Individual Caller Treatment (ICT), a new personalised service that can turn any contact centre into a highly-focussed, precision marketing tool.
According to the company their product is set to deliver cost savings of 60% when compared to conventional applications and is able to handle over 50,000 simultaneous calls.
“Contact centres are not always associated with personalised customer service and businesses have struggled to introduce such a system,” said NewVoiceMedia CEO Jonathan Grant. “Companies sometimes fail to realise that customers are at their most receptive when they call into the business, so asking callers to hold for long periods of time or getting them to go through endless menus is not the best way to make a customer feel valued.”
Jonathan Grant continued, “Individual Caller Treatment, which combines CRM with telephony, offers businesses an intelligent marketing tool that can cross and up sell services to clients. More importantly, it can automatically route customers to the most appropriate agent whenever they call to maximise the customer experience”.
Grants adds that Contactworld users can make changes to customer data in real-time. In trials one user was able to make four changes a day, directly on to the system. Traditionally this would involve the use of expensive system integrators and even a small change could take days to take effect.
He concludes, “The service can also be scaled within minutes to meet high call volumes following a promotion or an advertising campaign. In the event of an emergency, such as a fire or a terrorist attack, the system can switch to the disaster recovery option and direct calls to agents working from home or in any other location.”