ntl:Telewest Business launches enhanced hosted Contact Centre
Solution
ntl:Telewest Business, part of the Virgin
Media Group, today unveiled a new version of Customer Call Manager,
which will enable businesses to increase the sophistication of
their call management functionality as well as minimise capital
expenditure on telecoms equipment. The upgraded solution, designed
specifically for contact centres, uses an intuitive web interface
to give the contact centre complete control over its inbound calls,
as well as advanced call routing features that simplifies
operational management.
Retaining a competitive edge through superior
customer service is paramount for UK companies in today’s
challenging economic circumstances. Customers rightly demand a
quality of experience when dealing with contact centres. Customer
Call Manager enables businesses to meet these expectations through
the introduction of new and effective tools for managing periods of
high caller demand, reducing waiting times, improving the flow of
information, and identifying who is calling and from where. At the
same time call centres can reduce capital and operating costs by
aligning telephony and personnel requirements of the contact centre
with business.
“A fragile economic climate means that call
centres don’t have the funds for large capital investments, yet
they know good customer service is essential to retaining
customers,” said Matt McCloskey, Senior Manager, Applications &
Services of ntl:Telewest Business. “As a hosted solution Call
Centre Manager provides the flexibility and control required to
enable firms to upgrade or top up their contact centre
capabilities, without creating a capital expenditure burden.”
“The new version features an easy-to-use web
interface making it simple to instigate rapid adjustments depending
on call volumes, call centre location and agent availability,
ensuring more effective call routing. This exceeds what is widely
available in the market, yet it actually requires very little
telecoms equipment on the premises,” continued Mr. McCloskey.
Customer Call Manager can be tailored based on
the customer service priorities of individual call centres. This
level of flexibility means that the IT managers can directly track
call activities on the web interface, as well as chose from a
variety of features that can aid operations, such as IVR messaging,
advanced routing, remote management, as well as historical and
real-time reporting.
As Customer Call Manager has a hosted call
management platform, it can become the cornerstone of a contact
centre’s disaster recovery plan, due to its robust and flexible
call routing capabilities. Calls can quickly be routed and handled
off-site as the location of the agent is all-but irrelevant.
About ntl: Telewest Business
ntl:Telewest Business has the most technically
advanced of the UK’s two national networks. Its vast nation-wide
Next Generation Network provides businesses, public sector
organisations and service providers across the UK with a complete
portfolio of advance voice and data services. For
organisations keen to keep capital expenditure to a minimum,
ntl:Telewest Business offers a range of fully managed Customer
Contact Solutions which are available at low monthly rental
charges, all backed up with dedicated support.
As part of a commitment to deliver superior
customer service, ntl:Telewest Business sales and support teams are
located in close proximity to its customers in over 40 centres
across the UK. ntl:Telewest Business is trusted to provide critical
communications to high profile customers including: Birmingham
City Council, Yorkshire Water and EasyJet.
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For further information go to http://www.ntltelewestbusiness.co.uk/
Sophie Jarvis
Rainier PR
T: 020 7494 6598
E: sjarvis@rainierpr.co.uk
