Hosted Call Center Featured Article
NewVoiceMedia Deploys Hosted Contact Center Platform at Capita Registrars
June 17, 2008
By Susan J. Campbell
TMCnet Contributing Editor
NewVoiceMedia has announced the deployment of its ContactWorld Hosted Contact Center platform at Capita Registrars, a company focused on providing share registration and value-added services to more than 2,000 businesses in the UK.
With a head office based in Beckenham, Kent, Capita Registrars operates four contact centers throughout the UK employing about 200 agents altogether. A shareholder in a company such as National Grid or Alliance & Leicester that places a call to make a registration inquiry will in fact be calling one of the Capita Registrars’ Call Centers.
Capita Registrars is part of the Capita Group Plc, a strong player in the UK business process outsourcing market. This group also provides general business outsourcing services for organizations such as the NHS.
Capita implemented a small contact center for an NHS trust earlier this year in Bradford. This center was also based on NewVoiceMedia’s Contact World.
According to NewVoiceMedia CEO, Jonathan Grant in a company statement, "Capita Registrars was looking for a hosted solution because these are faster to scale up and
down according to business levels in any one month compared to the traditional hardware based approaches.
”They are also well-suited to handling multi-site operations as the supervisor can overview all operations on one screen as if everyone were in the same room," Grant added.
Rob George, Network and Telephony Manager at Capita Registrars commented in the statement, "We went through a rigorous testing of the ContactWorld platform capabilities and when we went live on Monday June 2nd with our own call centre the transition was overwhelmingly smooth.”
In addition to the contact centre activities, Capita Registrars now uses NewVoiceMedia as their Telephony Service Provider.
Grant concluded "The notion of a pre-integrated suite of applications for ACD, IVR
, CTI (News - Alert) and Call Recording among many others being available at the click of a mouse is winning incredible new clients all the time."
NewVoiceMedia is a European provider of Hosted Contact Center solutions. Its solutions are positioned as highly innovative in terms of cost and functionality, pre-integrated to dramatically save set-up and operational costs, and to improve the caller experience.
The hosted contact center model is gaining in popularity as organizations of all sizes are discovering the benefits of the contact center, yet not all have the capacity or expertise to implement an in-house system. Even those that already operate centers are discovering the benefits of the hosted model due to its flexibility and scalability in a volatile market.
This trend is creating significant opportunities for companies such as NewVoiceMedia that understand the challenges in the industry and deliver solutions that help to advance strategic initiatives.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
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Interactive Voice Response (IVR) |X|
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