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Ultra’s Network solutions for a call centre can be integrated very quickly for a new client in a matter of only days instead of weeks or months.
These network solutions for the call centre have a proven track record with an extensive client base and full client references available on request. Each solution is provided with comprehensive support from a fully experienced team of UK staff.
There is a feature-rich Predictive Dialler at the core of these network solutions and one of the main benefits of the network solutions is the elimination of the requirement to procure and install much of the costly infrastructure that the more traditional on-site systems need.
Due to the nature of this network based service, it allows for complete geographic independence, enabling multiple concurrent agent locations, worldwide.
Another advantage of network solutions is the in-built provision for Business Continuity, by duplicated equipment in dual sites for that essential complete disaster recovery and resilience.
Ultra provides its network solutions on a pay as you talk basis, allowing our clients the flexibility to increase or decrease their demand for our services to meet the end client requirement or even seasonal changes. It is completely scalable for the largest of contact centres and clients.
Multi-tenant systems
A network platform can be made exclusive to one client (managed service) or partitioned to provide a service for multiple clients (‘multi-tenant’).
The Ultra solution was built from the start for multi-tenant capacity. The latter shares the costs of the platform and makes the end-user solution less expensive. Note that there are very few multi-tenant solution vendors, especially at the network level.
Features
- Ultra has a full suite of network solutions with Predictive dialling at its core.
- Inbound call management and network ACD functionality is available inclusive to all predictive dialling clients or as a standalone solution.
- CTI functionality is included on every network solution.
- Managed and Blind Call transfer is available on both outbound and inbound services.
- Voice recording is included on all calls, on both inbound, outbound, and also on call transfer. Long-term storage is also available. These recordings are accessed easily by the web and recordings can be searched for easily by a variety of methods.
- The unique Ultra support service provides you with comprehensive support via access to both IT and dialler manager experts.
- The support hours are Mon-Fri 9am to 9pm and Sat 10am to 4pm, and Ultra constantly monitor your dialling, real-time, ensuring that you achieve the results you require.
- Ultra are targeted to work with the client to establish their goals, support their IT and supervisors, and advise on how best to configure the dialler and solutions to achieve the optimum results. This comprehensive support ensures that the call centre team does not need to be experienced in technology but can concentrate on being specialists in their own business.
- 45-50 minutes productive time per agent per hour is easily possible using the Ultra solutions.
- Ultra System availability in excess of 99.975% - many clients advise they cannot get this from their on-site or software diallers.
- Agents can set call-backs either to the team or to themselves allowing for automatic call diarising, saving time manual dialling, and still providing complete management information on the call outcomes and full voice recording.
- Unlimited real time monitoring tools and a full suite of accurate management information is provided for Supervisors and managers, even accessible remotely.
- Full Scripting package – a fully supported scripting service is provided inclusive for the client.
- Ultra’s comprehensive support service has a proven track record with an extensive customer base and full customer references available on request.
- Ultra Network dialler carries out approximately 5 million connected calls per month on behalf of our clients in throughout the UK, Europe and Asia.
Network service advantages
- Costs savings - only one PSTN phone line per agent needed in the call centre, even for Inbound calls as calls are queued by the Ultra network ACD functionality and in the Ultra network.
- No limit to overcall on outbound campaigns – a traditional dialler will usually be limited to 2 lines per agent. This advantage will allow performance to be more effective and smoother during poorer contact periods.
- All development is in-house in the UK - allows swift adaptability to regulatory changes or client requirements.
- Complete competitive edge for our clients’ call centres.
- Superior performance – with the pricing based on ‘pay as you talk’ Ultra is targeted to keep the client as productive as possible. The comprehensive support from the Ultra team ensures this is achieved.
- Flexible to your expansion needs – virtual call centre ability to have agents in multiple sites or home-based, working on same campaigns.
Overview on network and hosted solutions
The market share for Network solutions and Hosted solutions has grown rapidly as a result of their strong value proposition and low cost of ownership.
What type of companies make good candidates for Hosted and Network solutions?
Main differences between Network and Hosted solutions
FAQs to pose to a Network or Hosted Provider
Key phrase (no times appears in content) – Google searches in last year
Existing phrases (appear 3 or more times in text):
network solution (11) - 49,500
network solutions (10) - 18,100
call centre (6) - 165,000
comprehensive support (5) - 550,000