The Writing on the Call

Two of the UK’s leading contact centre software companies have joined forces to produce a more complete applications suite for the channel.

New Media Software, whose Adaptive product range includes call recording, predictive diallers and SMS messaging and software developer CallScripter whose customer interaction management product of the same name helps guide agents through inbound and outbound calls and emails are to integrate their products to form a rounded and holistic solution for users.

Kevin Ellis, Sales Director at CallScripter commented, “Our products are traditionally sold in outsourced call centres where agents are working on multiple campaigns at a time. We were independent of the in-situ telephony applications and carried out ad-hoc integrations via interfaces such as TAPI. Now, through our product integrating with the NMS Adaptive range we are able to offer a more complete, one stop shop solution for the user.”

Ellis says that the two companies have many common customers and that a gradual step by step process will now occur to bring the two components together which will make it easier for the reseller to sell ‘a solution in a box’.

“We have begun with the Adaptive call recording and predictive dialler applications but will looking to integrate across their range including the Adaptive SMS messaging product.”

Phill McGowan, Managing Director of Eastleigh based New Media Software is equally enthusiastic about the opportunity for the two companies to provide the channel a winning combination.

“The customers we already have in common with CallScripter need and expect both of our products to work seamlessly together and the decision to fully integrate our products will be great news for resellers.

When used together call and contact centres will be able to increase productivity through use of diallers and use scripting for superior levels of sales and service. When integrated with call recording the user will be able to monitor the quality of each agent’s service by tagging the call recording to the script being used.”

The two companies confirmed that the resultant joint products will be co-marketed.

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