News
Colt launches new managed contact centre solution for the reseller channel
October 2013 by Marc Jacob
Colt, Europe announced the launch of a new hosted contact centre solution, designed to enable resellers to build and manage their own contact centre services for their customers. The new solution provides a highly functional and easy-to-use platform to help resellers serve the needs of the 50-250 seat contact centre market. The service is now available in all 13 European countries covered by Colt, which are Austria, Belgium, Denmark, France, Germany, Ireland, Italy, the Netherlands, Portugal, Spain, Sweden, Switzerland and the United Kingdom.
Being network-hosted, the new service enables resellers to take a ‘pay-as-you-grow’ approach to contact centre provisioning, with minimal upfront investment. Disparate physical sites, whether contact centres, general offices or staff working from home can be integrated into one ‘virtual’ contact centre overcoming the problems associated with transferring calls between locations in a traditional multi-site set up. The new approach enables easier management and fielding of calls to the most suitable and skilled agent. During peak times, as demand increases, additional agents can log into the web-based agent workplace within seconds, from any location with a phone line and internet connection, to ensure customer service levels remain high. In addition, the platform offers resellers the ease and flexibility to fully integrate the new service with their clients’ own Customer Relationship Management (CRM) systems.
Based on European Computer Telecoms’ (ECT) effECTive® contact centre technology, the new service features a powerful built-in set of tools for creating and managing call flows across agent locations which can be easily managed with minimal training. Hosted on Colt’s wholly owned network, the new service offers multiple levels of resilience and redundancy, ensuring a highly reliable service. Furthermore, it provides network-based call recording capabilities, enabling compliance with Payment Card Industry (PCI) call recording requirements for card payment validation, ensuring systems are secure, and customers can trust call centre agents with their sensitive payment card information.
