Azzurri Launch New Version of Call/media Software

Azzurri Communications has launched Call/media/ version 5.0, the new version of its flagship contact centre management software.

Call/media/ version 5.0 contains a number of new features and innovations to empower contact centre agents and their supervisors, to help organisations provide the best possible customer experience.

The product is aimed at contact centres of up to 1000 agents and is currently available on controlled release.

Two customers, Vanquis Bank and Best Deal Insurance have already signed up. General availability will be in Q1 2012.

The product has been built around the guiding principle of 'Expert Contact', which aims to match contact centre users to customers in a way that maximises the value of every interaction.

The sophisticated call routing technology built by the Azzurri Innovations team ensures each customer is always matched with the most appropriate agent, at the most appropriate time.

On the occasion an agent can’t immediately solve the customer issue, Call/media/ 5.0 provides expertise-based presence. This powerful tool gives users the ability to collaborate with other relevant users in the contact centre quickly and efficiently.

It is supported by an agent 'collaboration wizard', helping them choose the best colleague to consult with by showing real-time contact centre statistics, so they know exactly who is available and the specific skills they possess.

Contact centre supervisors also benefit from a number of new features. Call/media/ 5.0 offers over 150 different real-time statistics, so they can see exactly who is talking to whom and for how long.

Customer experience reports provide further value, giving supervisors immediate access to the customer's entire journey through the contact centre, including queue time, hold time, transfers, conferences and even the notes that agents passed to each other during collaboration.

Call/media/ 5.0 also enables virtual call centres. With users distributed across multiple sites or working from home, solving customer issues quickly can be problematic. But Call/media/ 5.0 allows users and supervisors to work together using live web chat sessions, easily accessed through a new button on the Call/media/ Toolbar. Supervisors can accept assistance requests and offer proactive assistance if required from the Call/media/ Enterprise Statistics dashboard.

This release makes IT Managers' lives easier, as the new version comes with 'Desktop Smart Client' installation. This means client components are installed centrally on a server, with users simply given a link to click to install. For customers with multiple sites, the Smart Client can be hosted in several locations, reducing network usage between sites. Install updates are also applied centrally and automatically deployed to all users.

Adrian Dorey, Telecoms Manager for Vanquis Bank, a Call/media/ customer, said:

"We used the previous version of Call/media/ to blend seamlessly between our inbound and outbound dialler, which made a big difference to our customer services and sales teams. Its open standards integration toolkits enabled us to CTI-enable our front-end systems and develop innovative solutions to everyday contact centre challenges. That’s why we’re really excited about the new capabilities in Call/media/ 5.0, particularly the new aspects around collaboration and assistance, which we hope will help drive customer satisfaction and agent productivity."

Rufus Grig, Chief Technology Officer, Azzurri Communications, said:

"If you're a UK based organisation with ambitions to deliver the best possible customer experience, to empower your agents and to provide your supervisors with unrivalled management information and insight, Call/media/ 5.0 delivers on all fronts."

About Azzurri Communications

Azzurri is the UK's leading independent provider of managed communications services. We help organisations transform ICT into a strategic asset to support growth, enhance agility and efficiency, boost collaboration and deliver competitive advantage. Azzurri's flexible, integrated communications services encompass IP and mobile telephony, converged networks, unified communications, contact centres and document solutions. Azzurri customers include Severn Trent Water, PZ Cussons, Dixons, Bupa, STA Travel and Reed Specialist Recruitment. Info: www.azzu.co.uk.

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