The Business Case
Traditional industries are having to change rapidly as the threat of the Internet becomes more telling. Just as Google changed the world of advertising, and Salesforce.com the world of CRM, the world of Telecoms is ripe for change:
- Historically, setting up a call centre would involve several hundred thousand pounds of hardware that took months to deliver, install and commission; was expensive to maintain; and quickly needed updating. Now the same benefit is available from NVM in days, at around 60% less cost over 3 years.
- In the past, expensive Systems Integrators were needed to configure hardware solutions from multiple vendors (e.g. Avaya, Nortel, Cisco). With NVM, everything is configurable via the web in real time by the end-user. The ability to self-configure CTI is believed to be unique in the marketplace.
- Our hosted approach allows our customers to run multiple ‘virtual’ sites with centralised management statistics and call plans. It improves agent retention by allowing them to work from home. It also allows businesses to adapt in times of crisis, such as a flood, flu pandemic or civil emergency.
- Over recent years, call centres have gained a poor reputation for managing the caller experience. Instead of herding callers through the same menu options, NVM allows you to treat each caller as an individual with personalised menus, targeted relevant advertising and routing direct to their proper Account Manager. In essence, it could mean the end of ‘Press 1 for this, Press 2 for that...”
- CRM, Advertising or Loyalty companies can similarly just plug into NVM to benefit from the wave of new ‘data driven’ customer-centric voice applications. It will enable them to derive new revenues from their existing client base.
- No capital expenditure
- Pay-on-demand - means you only pay for what you use every month
- No hardware to buy, to depreciate, or to maintain. With some vendors' maintenance contracts running at 20% per annum a hosted solution begins to look even more attractive!
- No expensive facilities, air-conditioning or power needed. Like an iceberg, the costs of running a traditional solution are large and mostly hidden.
- With our multi-tenanted system you get a more powerful platform that you could afford otherwise because the costs are shared with other customers.
- No hidden costs
- For new companies growth can be unforeseen. It could be steady, it could be explosive, it could also go through a period of retrenchment. With our solution you don't have to commit to anything: you can scale the number of agents up or down in minutes.
- PCI DDS compliant credit and debit card transactions help to dramatically reduce customer and agent fraud
- Studies show a saving of 60%-70% compared to traditional solutions
- Many of our clients have tripled the number of agents, the savings of no upfront commitment can only be estimated!
- Revenue-per-call has been proven to increase by 5% if used with our Business Audio services and deployment of Individual Caller Treatments.
- Improved customer experience leads to brand building.
- Reduced agent churn: agents can be freed from answering the routine FAQ and now focus on more added-value (and more satisfying) work.
- Cutting 20 seconds out of each call boosts agent efficiency. More calls can be answered by the same number of agents.
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