March 16th, 2010
Rushcliffe Borough Council awards tender to Telephonetics VIP for the revolutionary ContactCentre 59R that combines automation with live operators in one seamless application.
Telephonetics VIP, the speech automation and data integration specialist, today announces the signing of a 5 year contract with Rushcliffe Borough Council for the supply of its ContactCentre 59R ACD solution; a powerful, intelligent, customer focused call handling solution that effectively routes customer calls, promoting customer first.
The award-winning Council prioritises customer service very highly and is impressed with Telephonetics VIP‘s evidence of delivering quality solutions on time whilst providing real value for money. Forward thinking Rushcliffe Borough Council, with its ambitious plans for the future, is keen to form a relationship that could grow with their requirements.
Mark Holmes, Director of Sales at Telephonetics VIP commented: “We are delighted to be partnering with Rushcliffe Borough Council for the next 5 years. As an award-winning Council in the customer service area, they sought a ‘best-in-class’ solution for their current and future requirements. ContactCentre 59R’s flexibility and scalability means Rushcliffe Borough Council has the freedom to grow and extend their contact centre services without additional per seat licence fees. ”
Tags: 59R, contact centre, Local Government, public sector
Posted in Call Centres, Education, Housing, Local Government, Police, User Group | No Comments »
March 9th, 2010
All Telephonetics VIP solutions are designed with ease of use and administration as a critical factor. Our SEMAP+ platform is a core host on which multiple application modules run, meaning our design approach provides customers with a future-proof, scalable and resilient offering.
Operating across the UK, we offer 24×7 support and maintenance for all our solutions, regardless of their age.
Where there are pressing market requirements, our development team work with our customers to provide bespoke solutions for maximum productivity and efficiency.
Our platform approach means ContactCentre 59R, our seamless call-routing system, will protect your communications investments by integrating with third party applications and advances in technology.
ContactCentre 59R will:
- Identify peak & off-peak times – allowing you to plan if extra agents are required
- Integrate instantly with current back office systems and telephony infrastructure
- Reserve the most versatile agents for the most efficient use of skilled staff
- Allow agents to hot-desk from any location
For further information on ContactCentre 59R, click here.
We encourage you to share your thoughts on our forum - www.forum.telephoneticsVIP.co.uk
Tags: 59R, contact centre, Local Government, public sector
Posted in Call Centres, Local Government | No Comments »
March 8th, 2010
8th March 2010, Hemel Hempstead, UK – Telephonetics PLC, the speech automation and data integration specialist, announces today the signing of an extension to its multi-million pound contract with Odeon-UCI Cinemas for provision of its MovieLINE® automatic speech recognition (ASR) film information and ticket booking service to all of Odeon’s 105 UK cinema sites as well as its UCI sites in Eire.
In addition to the contract extension, Telephonetics will add support for the Admit-1 ticketing system, commonly used in Eire, and this will enable Odeon in association with Entertainment Enterprises to bring all of its managed sites in Eire on to the service. The Admit-1 development has been fully integrated into the MovieLINE® Agent Interface allowing agents at Odeon’s international contact centre to seamlessly handle calls from all the UK and Eire cinemas regardless of the different back-end ticketing infrastructures. The advanced “screen-pops” keep agent call durations to a minimum and save callers having to repeat themselves.
Roger Harris, Chief Operating Officer of Odeon-UCI, commented: “The extension and expansion of this important contract will provide a greater number of guests the opportunity to book seats in advance given the strength of the film release schedule and the growing popularity of 3D and IMAX films.”
Anthony McKay, CEO of Telephonetics PLC, commented: “We are delighted to continue our long-term relationship with Odeon-UCI Cinemas and this agreement extends our partnership to over twenty years. I believe it is testament both to MovieLINE’s advanced functionality and the high level of customer service we provide. Our continued development of services for cinema operators, including our contact centre services, places us in an excellent position to further develop our market leading position in the UK and abroad.”
Tags: film information; ticket booking service; cinema; Odeon; UCI; contact centres, speech automation
Posted in Call Centres | No Comments »
February 25th, 2010
The revolutionary ContactCentre 59R from Telephonetics VIP seamlessly routes customer and staff calls. Using our sophisticated platform, SEMAP+, we ensure your service operates 24/7, dealing with transactions from end-to-end and handling any service request with intelligent prioritisation. Once deployed, the system requires little administration and provides ease of use to users.
ContactCentre 59R will:
- Identify peak & off-peak times – allowing you to plan if extra agents are required
- Integrate instantly with current back office systems and telephony infrastructure
- Reserve the most versatile agents for the most efficient use of skilled staff
- Allow agents to hot-desk from any location
98% of our customers have said their expectations were exceeded or met, with a further 60% reordering annually and expanding their services on the SEMAP+ Platform in a modular cost effective way.*
For further information on ContactCentre 59R, click here.
We encourage you to share your thoughts on our forum – www.forum.telephoneticsVIP.co.uk
*Survey data from 2009
Tags: 59R, contact centre, Local Government, public sector
Posted in Call Centres, Local Government | No Comments »
February 23rd, 2010
Patients are missing as many as one in 10 hospital appointments costing the NHS more than £10m a year, according to figures released on Feb 1st 2010 and reported on Wales Online. Click here to read the whole article on Wales Online.
The data shows that patients failed to turn up to more than 220,000 appointments at Welsh hospitals last year. The cost of the “did not attend” (DNA) rate means that some health boards in Wales are facing the prospect of investing in larger call centres in a bid to manage booking systems.
A Welsh Assembly Government spokesman is quoted “People who do not attend their appointments are not only wasting NHS money, but those missed consultant meetings or surgery times could have been given to other patients, helping to reduce waiting times.”
See how Sheffield Teaching Hospitals have used Remind+ to reduce their DNA rate – click here to watch their video case study.
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Tags: automated reminders, automated telephony, DNA rates, NHS savings, Welsh NHS
Posted in Health | No Comments »
February 19th, 2010
Telephonetics VIP offer a coordinated collection of tools for NHS organisations, to enable them to meet a range of communication requirements from their patients. These tools help hospitals to improve the quality of the healthcare that they provide, by making information easily available to patients to enhance their treatment.
This range of tools make up our Patient Contact Suite. For patients and the public it means fast, accurate access to clinicians and other medical services with the minimum of frustration or delay. For NHS organisations it means resource capacity, patient service and optimal use of staff and budgets.
Our Patient Contact Suite technology helps patients and the wider public to communicate better with the NHS. To read more, view our Patient Contact Suite brochure or call us on 01442 242 242 and say “Patient Contact Suite”.
Tags: automated telephony, call efficiency, easy access, NHS; Improving standards of care; Reducing inequalities; Better use of technologies; Integrating care; Personalization of care; Using information to drive innovation, professional communications
Posted in Health | No Comments »
February 15th, 2010
Join us on our online Webinar Masterclass, Thursday 18th March 2010 @ 11:30am – 12:30pm to gain top tips from five innovative borough councils on how improving customer service through channel access strategies has proved a great success to help meet government targets. The webinar masterclass is free to attend, you will have an opportunity to ask questions, all from the convenience of your own desk.
To register, complete the form below. We will email you with log in details prior to 18th March. You will need internet access and a telephone for the webinar masterclass.
Posted in Education, Events, Housing, Local Government, Police | No Comments »
February 15th, 2010
South Ayrshire Council has purchased the revolutionary ContactCentre 59R that combines automation with live operators in one seamless application.
Telephonetics VIP, the speech automation and data integration specialist, today announces the signing of a contract with South Ayrshire Council for the supply of its ContactCentre 59R ACD solution; a powerful, intelligent, customer focused call handling solution that effectively routes customer calls, promoting customer first.
South Ayrshire Council’s main criteria for purchasing ContactCentre 59R were that it integrated with Lagan’s Enterprise Case Management (ECM) system - Telephonetics VIP has achieved Lagan Silver Partner Solution status with its successful integration with Lagan’s ECM. The project has to work to a tight timescale and Telephonetics VIP‘s evidence of delivering on time and in budget meets this project’s needs. In addition, South Ayrshire Council wanted a solution that would develop with their business; ContactCentre 59R’s flexibility and scalability means South Ayrshire Council has the freedom to grow and extend their contact centre services without additional per seat licence fees.
Mark Holmes, Director of Sales at Telephonetics VIP commented: “We are delighted that South Ayrshire Council has chosen ContactCentre 59R believing it to be the best solution for their current and future requirements. Understanding, researching and then delivering ‘best-in-class’ solutions developed by our in-house team to meet our customers’ evolving needs is very important to us.”
Posted in Call Centres, Education, Health, Local Government, Police, User Group | No Comments »
February 2nd, 2010
Thursday 4th March, 10-11am.
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Could ContactCentre 59R improve management of calls into and out of your Trust?
- Location and device independent – calls to any handset, anywhere
- No ‘per seat’ licence – extra agents added at no extra cost
- Configurable announcements and queuing
- Scalable - to accommodate your call volumes and number of agents
- Highly flexible and resilient – complements your existing telecoms equipment
- SEMAP+ platform – calls can be transferred to / from other Telephonetics VIP solutions
Would you like to see a demo?
We are holding a ContactCentre 59R webinar on Thursday 4th March. Participate for free between 10.00am – 11.00am. The webinar offers the opportunity to hear about ContactCentre 59R and to ask questions, all from the convenience of your own desk.
Webinar Registration:
To register, complete the form below. We will email you with log in details prior to 4th March. You will need internet access and a telephone for the webinar.
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Posted in Call Centres, Events, Health | No Comments »
