Leading industry analyst firm highlights cloud vendors' ability to provide impressive service availability and TCO
13 December 2012 - NewVoiceMedia, the leading provider of true cloud contact centre and voice solutions, has been named in Gartner's research note detailing the development of Contact Centre as a Service (CCaaS) offerings in Europe.
The highly-regarded analyst firm identified four distinct types of European CCaaS providers - application specialists, communication service providers, system integrators and infrastructure technology providers. UK-based NewVoiceMedia is listed as one of five application specialists providing contact centre services in the cloud.
Gartner also cited NewVoiceMedia for being the only CCaaS provider to publish live service availability and performance data to its customers and prospects. The company continually tests the performance of its operations and provides the results publicly in real-time on its Trust Site (http://www.newvoicemedia.com/support/trust).
Jonathan Gale, CEO of NewVoiceMedia, comments, "We are very pleased to be recognised in Gartner's report - especially for what we believe is confirmation of our service availability and performance. We are committed to delivering efficient contact centre solutions transparently and honestly, and took the bold step of giving our customers complete visibility of the service they are getting from us, through our Trust Site.
"We want our customers to know that we're maintaining and monitoring their service 24 hours a day and give them real peace of mind so they can focus on running their business".
The impact of CcaaS solutions, as mentioned in the research note, includes a lower total cost of ownership (TCO) and the ability to consolidate technology and operations for multiple countries with a single supplier. It is also stated that 'service providers are demonstrating impressive service availability targets that IT leaders will struggle to match for a lower TCO'.
For further information about NewVoiceMedia and to download a copy of the research note, please visit http://pages.newvoicemedia.com/gartnerreport.
ContactWorld from NewVoiceMedia is an enterprise class contact centre, delivered via a true multi-tenant cloud architecture. Our customers benefit from fast, flexible and cost effective access to contact centre capabilities that would normally be very complicated, expensive and slow to acquire, integrate and use.
ContactWorld offers customers an incredibly rich suite of integrated call centre technologies. We leverage the cloud to provide complex data driven routing of calls so they are delivered to the correct agents. We provide them with the technology and information to resolve more enquiries first time, resulting in a more rewarding interaction between agents and customers.
The ContactWorld platform provides a market leading 99.999% service availability SLA, and processes hundreds of millions of calls, for thousands of agents working across the globe. We have customers in 14 countries on 5 continents, including Berry Bros & Rudd, Long Tall Sally, QlikTech, Royal Mail, SHL Group and Parcelforce. For further information, please visit www.newvoicemedia.com
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