December 3rd 2007: NewVoiceMedia, Europe’s largest hosted contact centre provider, has been appointed by award winning airline Silverjet to implement its caller recognition software throughout the airline’s first contact centre. Silverjet offers a private jet experience at a fraction of the cost, with flights to New York and Dubai from just £1,099 return.
The Luton-based airline is using ContactWorld, a hosted system supplied by NewVoiceMedia, to operate within its innovative reservation system. NewVoiceMedia was selected from a number of vendors to provide an intelligent platform that will enable the award winning airline to continue to deliver outstanding customer service throughout its call centre operations. The system will also enable the number of agents to scale up in line with the airline’s rapid growth plans.
By capturing a caller’s phone number on their initial call, NewVoiceMedia’s system is able to instantly recognise the caller when they ring back. This allows Silverjet’s contact management system, Contact from Datasquirt, to pop up their information on the agents’ desktop, together with their ticketing details, and a record of all previous correspondence to enable a fast, efficient, and personalised call handling process.
George Henderson, IT Director of Silverjet explained, “We place huge emphasis on giving our customers a private jet experience for a fraction of the cost. NewVoiceMedia’s software will help us ensure that this is consistent throughout all points of the Silverjet experience, from the moment our customers pick up the phone to speak with our agents to the moment they leave our private terminals.”
Jonathan Grant, NewVoiceMedia CEO, said “Silverjet has set itself apart from its competitors because of its outstanding levels of customer service and the enormous cost savings that can be enjoyed on its tickets. Customers are at their most receptive when they call into the business, so in making the customer feel valued from the word go, it continues to reinforce the outstanding Silverjet experience.”
