NewVoiceMedia, one of Europe’s leading Hosted Telephony Service providers, has launched ContactWorld, 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.

Set to deliver cost savings of 60% when compared to conventional applications, ContactWorld is one of the most powerful systems available on the market with the capability to handle over 50,000 simultaneous calls. As it is both cost effective and easy to set up, the solution is ideal not just for companies that need a contact centre, but even for large departments that do not see themselves as traditional call centres.

“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”.

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.

ContactWorld 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.

NewVoiceMedia is holding a seminar on Individual Caller Treatment on May 23rd at IoD City. Guest speakers include Ajaz Ahmed, the founder of Freeserve, Paul Alexander, formally Global Head of Consumer Markets at dunnhumby and Sage CRM Solutions Evangelist, David Beard. “I feel that what Google did for advertising and Amazon did for retailing, Individual Caller Treatment will do for the call centre,” said Ajaz Ahmed.

More information on the seminar can be found at www.newvoicemedia.com/ICT

About NewVoiceMedia
Hampshire-based NewVoiceMedia provides Virtual Contact Centre solutions that can be rapidly deployed to establish or enhance contact centres for companies ranging from SMEs to large international corporations. The biggest hosted contact centre provider in Europe, its clients include Parcelforce, Threshers, Thomas Cook Airlines, and lastminute.com.