NewVoiceMedia Secures a New Patent in UK

NewVoiceMedia (News - Alert), an enterprise-class contact center, has announced that the company has recently secured a patent in UK.

The patent, which was invented by NewVoiceMedia’s Founder Richard Pickering, discloses a technique in which caller data is used to execute a search query using internal data repositories and external resources such as Google or Microsoft (News - Alert) Bing. Those results are then delivered to the receiving agent.

“This new patent award will soon enable us to integrate real-time search as part and parcel of our true cloud contact centre product, ContactWorld,” Pickering said. “This integration of search engine capabilities with existing contact centre technologies such as IVR and CRM databases will enable our customers’ agents to quickly access huge amounts of callers’ data from internal databases and the Internet.”

Any customer using ContactWorld will benefit from the added internet enabled search capability the moment it is made live as NewVoiceMedia offers a true cloud experience to its customers and its product is multi-tenant meaning, according to officials. To make use of the technology, agents just need a phone line and Internet connection. To extract more personalized data about the caller, the recently granted Patent covers the integration of automated CLI information and IVR information.

In May 2011, Communic8BPO, a new startup, announced the company has implemented NewVoiceMedia’s cloud-based telephony offering, ContactWorld. Communic8BPO is a Mauritius-based outsource contact center provider with clients from Australia, the UK, Ireland and Canada. ContactWorld has the ability to route callers to specific agents and divert calls to a third party during peak times. Incoming calls to Communic8BPO are routed via data centers in the UK before being answered by agents in Mauritius.

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