Novacroft implements new contact centre telephony system

Novacroft has implemented a new state-of-the-art telephony system in its 200+ seat PCI Level 1 compliant contact centre in Northampton.

This investment will help Novacroft to provide the latest in responsive and tailored customer service solutions and is in line with contact centre business growth.

Working with Interactive Intelligence, the new telephony system went live during May 2012.

Novacroft is committed to providing the best in customer service and the integration of this advanced telephony will ensure customer service provision continues to grow.

The new system has a wide range of features to enhance the quality and accountability of Novacroft’s customer service, including real-time monitoring of client service level agreements (SLAs), real-time coaching, call, email and screen recording, skills-based call and email routing, wallboard ‘marquee’ features designed to motivate team members and enhance awareness of call volumes, analytics for quality measurement, script adherence, compliance, verifications and customer satisfaction. Novacroft’s solution also includes a custom IVR solution and is fully PCI Level 1 compliant. It has full disaster recovery facilities with linkage of telephony over multiple sites.

David Messiter, Novacroft’s Commercial Operations Director, has been heavily involved in the telephony rollout and says: “We have taken on significant new contact centre business in recent months, with a mission to create large scale capacity. We are keen to ensure our technical capabilities match our commitment to delivering excellent customer service. Working with our systems integrators has allowed us to smoothly implement a more robust and configurable telephony solution to ensure customers remain at the forefront of business focus as we grow.”