ntl:Telewest Business, part of the Virgin Media Group, have 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.

ntl:Telewest Business is trusted to provide critical communications to high profile customers including: Birmingham City Council, Yorkshire Water and EasyJet.