NewVoiceMedia Launches ContactWorld With Promises of 60% Savings for the Contact Center

By Susan J. Campbell

TMCnet Contributing Editor

 

ContactWorld, a next-generation platform for voice applications, has been launched by NewVoiceMedia, a Europe-based Hosted Telephony Service provider. The solution is designed to help companies introduce Individual Caller Treatment (ICT), a new personalized service that is positioned as being able to turn any contact center into a highly-focused precision marketing tool.

 

Promising to deliver cost savings of 60 percent when compared to conventional applications, ContactWorld is one of the more powerful systems available on the market, with the capability to handle over 50,000 simultaneous calls. Offering a cost effective and easy set up, the solution is ideal for companies that need a contact center and for large departments that do not see themselves as traditional call centers.

 

"Contact centers are not always associated with personalized customer service and businesses have struggled to introduce such a system" said NewVoiceMedia CEO Jonathan Grant, in a Tuesday statement. "Companies sometimes fail to realize 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 went on to add, "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 maximize the customer experience."

 

ContactWorld users are able to make customer data changes in real-time. During trials, one user was able to make four changes a day, directly in the system. Traditionally, so many changes would require the use of expensive system integrators and even a small change could take days to take effect.

 

To meet high call volumes, ContactWorld can be scaled within minutes following a promotion or an advertising campaign. If an emergency were to occur, such as a fire or a terrorist attack, the system can switch to the disaster recovery option, directing calls to agents working from home or in any other location.

 

NewVoiceMedia is offering a seminar on Individual Caller Treatment on May 23^rd at IoD City. Guest speakers are set to include Ajaz Ahmed, founder of Freeserve, Paul Alexander, formally Global Head of Consumer Markets at dunnhumby and Sage CRM Solutions Evangelist, David Beard.

 

Ajaz Ahmed commented that what Google (News - Alert) did for advertising and Amazon did for retailing, Individual Caller Treatment will do for the call center. More information on the seminar can be found at www.newvoicemedia.com/ICT.

 

There are probably very few consumers out there who do not have a story regarding calling a company to make a change in billing or address or something to that affect, only to find that the change takes several billing cycles to occur, if it occurs at all. Nothing is more frustrating than dealing with a company who will not listen to you or does not follow through on requests, despite promises to do so.

 

Consumers do want to feel valued by the companies with which they do business. Failure by the company to recognize that customers do not want to be on hold for several minutes, work their way through menus or make repeated calls on the same issue will often result in increased customer churn for that organization. It is vital that the contact center protect the base, and the first step in doing so is to treat the customer – and every customer – as they expect to be treated. Only at that point can the company hope to grow.

 

 

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.