Telephonetics VIP opens the door on a new sophisticated solution to customer contact

23 September 2009, Hemel Hempstead, UK – Telephonetics VIP, the speech automation specialist, is proud to announce the release of ContactCentre 59R an innovative customer contact solution designed to put customers in control and give them choice about how they interact with an organisation.

Designed to improve customer service, maximise call centre agent efficiency and drive down costs, ContactCentre 59R integrates with an organisation’s existing infrastructure to distribute calls to agents (via a live agent or via automation). Used in conjunction with Telephonetics VIP’s complementary automation suite, organisations are able to provide a truly 24x7 self-service facility for routine tasks such as payments, information updates, locator services, reporting, customer surveys and information requests;  leaving complex calls that add value to a business to be dealt with by live agents.

Elmbridge Borough Council is the first customer to benefit from ContactCentre 59R within their Environmental Care Division.   Head of Information Systems at Elmbridge Borough Council, Frances Pearce, comments “As a Council, we are committed to using technology to provide better services for our residents.  As such, we 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.  We chose ContactCentre 59R to help enhance customer services and improve call handling in our call centre of up to 20 agents”. 

Head of Environmental Care, Anthony Jeziorski, continued, “Since August, the Division’s Service Helpline has been using ContactCentre 59R to ensure calls are dealt with effectively and quickly. The new system has allowed incoming calls to be prioritised and directed to suitably trained staff, with the system being configured to queue/hold calls and add in additional agents during exceptionally busy times, whilst giving priority to specific calls”.

Frances Pearce, went on to say “ContactCentre 59R will enable us to work towards meeting government targets such as assessing and improving, avoidable and unnecessary contact with customers.  ContactCentre 59R has been well received by customers and staff alike and is now an integral addition to our Council”.

Director of Customer Solutions Architecture at Telephonetics VIP, Dave Amps, comments, “We wanted to provide our customers with the opportunity to ensure that a caller’s communication always starts on a positive note – and now we can.  Based on our extensive experience in understanding how people communicate, ContactCentre 59R is a powerful, intelligent, customer focussed call handling solution designed to improve productivity across an organisation.  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 organisations realise cost savings, control costs and provide flexibility to run operations as required.”

Telephonetics VIP are showcasing ContactCentre 59R at Call Centre Expo 2009.  For a demonstration or to discuss your contact centre needs call 01442 242 242 and say “ContactCentre 59R”.