Contact Center Solutions Featured Article

September 28, 2009

Telephonetics VIP Introduces New Customer Contact Solution

By Anuradha Shukla

TMCnet Contributor

Speech automation specialist Telephonetics VIP has reportedly launched ContactCentre 59R to improve customer service, maximize call center agent efficiency and reduce costs.

This new customer contact solution can easily integrate with an organization’s existing infrastructure to distribute calls to agents - via a live agent or automation - giving customers choice about how they interact with an organization.

ContactCentre 59R is used in conjunction with Telephonetics VIP’s complementary automation suite. The solution allows organizations to provide a around-the-clock self-service facility for routine tasks such as payments, information updates, locator services, reporting, customer surveys and information requests.

Self-service facility for routine tasks leaves live agents free to attend complex calls that add value to a business.

ContactCentre 59R is available for purchase and Elmbridge Borough Council has already deployed it within their Environmental Care Division. Head of information systems at Elmbridge Borough Council, Frances Pearce, commented on their decision to deploy this solution.

Pearce said that the council is committed to using technology to provide better services for their residents and thus selected ContactCentre 59R to support the introduction of a new Waste Collection system, as well as handle calls for General Enquiries, Garden Waste and Parking Services.

ContactCentre 59R is helping enhance customer services and improve call handling the Council’s call centre of up to 20 agents. The deployment of the solution has helped them to handle calls effectively and quickly.

Pearce hopes ContactCentre 59R will let the council meet government targets such as assessing and improving, avoidable and unnecessary contact with customers.

Head of Environmental Care, Anthony Jeziorski said that ContactCentre 59R has allowed incoming calls to be prioritized and directed to suitably trained staff. Telephonetics VIP has configured the system to queue/hold calls and add in additional agents during exceptionally busy times, whilst giving priority to specific calls.

“Based on our extensive experience in understanding how people communicate, ContactCentre 59R is a powerful, intelligent, customer focused call handling solution designed to improve productivity across an organization,” said Director of Customer Solutions Architecture at Telephonetics VIP, Dave Amps, in a statement. “This solution is unique to the market and is perfect to help our customers weather the storm in hard economic times. With no per seat licensing, we help organizations realize cost savings, control costs and provide flexibility to run operations as required.”

Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.

Edited by Amy Tierney

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