Call Center Services Featured Article

NewVoiceMedia Propels Communic8BPO into the Telephony Cloud

By Mini Swamy
TMCnet Contributor

NewVoiceMedia (News - Alert), which helps businesses of all sizes improve call handling at an affordable cost, is using its cloud-based telephony solution, ContactWorld, to help new company Communic8BPO get under way.

Communic8BPO is a Mauritius-based outsource contact center provider servicing clients from Australia, the U.K., Ireland and Canada. It needed a cost-effective telephony solution that was scalable, ensured growth and guaranteed high service levels.

Communic8BPO was put off by the redundant and exorbitant on-premise solutions and chose to opt for a cloud-based telephony solution. It selected and implemented NewVoiceMedia’s cloud-based telephony solution to ensure high service and to drive company growth.

“ContactWorld was absolutely the best choice for us,” explains Matthew Kemp, CEO at Communic8 BPO, in a press release. “Since it is a cloud solution we can easily increase the number of agents during busy times for our clients, such as big sporting events. In addition there was no upfront capital investment, which was particularly attractive to me as a start-up business.”

The telephony solution that NewVoiceMedia provided enabled the new startup to route callers to specific agents and divert calls to a third party whenever there was a peak in the number of calls.

Being location independent was a great factor in NewVoiceMedia's favor, as incoming calls to Communic8BPO were routed via data centers in the U.K. before being answered by agents in Mauritius. These agents were trained and equipped by NewVoiceMedia to handle calls independently. The service desk also handled any queries that the new agents had.

Jonathan Gale, CEO of NewVoiceMedia, said, “It’s wonderful that NewVoiceMedia and Communic8 BPO can operate together seamlessly, literally across oceans, truly utilizing the flexibility and benefits of a cloud contact center.”

Kemp indicated his desire to continue the relationship with NewVoiceMedia and said, “Moving forward we have also just agreed an outbound dialer solution with NewVoiceMedia and we are keen to continue to increase our business activities with the company.”

In related news, Attraction World, the U.K.'s leading theme park and attraction ticket specialist, implemented NewVoiceMedia’s cloud-based telephony solution, ContactWorld, within its U.K. call center to support the company’s expansion and increase answer rates to over 90 per cent.