We think you have liked this presentation. If you wish to download it, please recommend it to your friends in any social system. Share buttons are a little bit lower. Thank you!
Presentation is loading. Please wait.
Published byBraulio Ufford
Modified about 1 year ago
© Netcall 2011 Operator Services For Hasting Borough Council
© Netcall 2011 Today’s agenda Netcall Operator Services Our Customers Introducing Netcall Introducing Telephony Automation Operator Services
© Netcall 2011 Key Facts Netcall PLC listed on the LSE is a group of companies »Each with more than 14 years of profitable trading UK based Software vendor »In-house design, engineering and support based in 3 local sites »Regular software updates and releases »Platform or hosted solutions that are widely integrated Over 500 customers »Public Sector ( including 80 Local Authorities, 45 Universities,15 Police Forces) »NHS (including >60% Acute Trusts) and »>100 Enterprise customers 20+ Partnerships and Alliances 130 staff Circa £14m turnover
© Netcall 2011 Netcall Group: a selection of our public sector customers 4
© Netcall 2011 Netcall makes it easier for you to engage Netcall’s goal is to help you deliver outstanding customer service Our specialist communications software solutions will: Operate standalone or integrated, On-premise or hosted to support you as you deliver with excellence Deliver proven service and efficiency Realise a rapid return on investment A complete end-to-end solution suite to enhance the value of your customer interactions …simply, effectively, always.
© Netcall 2011 Hammersmith & FulhamOperator Services Internal and External LambethOperator Services Internal and External WandsworthAutomated Direct Debits New ForestAutomated Payments Reigate & BansteadAutomated Payments & Reporting DacorumOperator Services Internal and External Mail-2-me & Reporting Kensington & ChelseaOperator Services Internal ShepwayAutomated Payments SwaleAutomated Payments Some Customer Reference Sites - Local Government
© Netcall 2011 CanterburyAutomated Payments Windsor & MaidenheadOperator Services Internal EalingOperator Services Internal and External CamdenOperator Services Internal and External MedwayOperator Services Internal and External BromleyOperator Services Internal and External Reporting CroydonReporting Some Customer Reference Sites - Local Government
© Netcall 2011 SEMAP+ THE FOUNDATION OF OUR TECHNOLOGY 8
© Netcall 2011 Automation is NOT about removing human contact Automation is NOT about forcing change on your customers Automation IS a way to improve efficiency whilst raising the level of customer service Automation IS about taking routine and repetitive calls away from human operators What is Automation?
© Netcall 2011 Not only can Staff & Councillors contact other staff quickly and efficiently in or out of hours, but the system can be populated with names of customers, suppliers etc. This allows Staff & Councillors to make most of their work calls, safely and efficiently, using only speech recognition, and they can enter their own personal numbers too! Staff & Councillors are authenticated either by PIN or the CLI of their phone Operator Services for Internal Use
© Netcall 2011 Citizens can ask for names, departments or roles Calls are routed to individuals, hunt groups or Contact Centre queues Aliases are supported e. g. “Bins”, “Rubbish” directed to “Environmental Services” Operator Services for External Use
© Netcall 2011 Available 24/7 – contactability is no longer reliant on Operator working hours Frees up Operator time to deal with external callers No reliance on directory accessibility Optional call screening – calls can be announced with an opportunity to accept/reject Add personal numbers – no need to use numbers stored on mobile phones Use to call numbers within and outside of the Council Operator Services Benefits
© Netcall 2011 Live Demonstration !
© Netcall 2011 Thank You Dave Amps
The Next Step The future of Adult Social Care and how it affects YOU:
Oracle Contact Center Anywhere: Go To Market – Sales Overview James Owens – BDM, Specialist Sales APAC.
Updating your profile. Why Fill out your profile? Taking a few moments to fill out your volunteer profile will enhance your overall experience with your.
What happened to IPv5? and other oft asked IPv6 questions The Internet Society, IPv6 and You Susan Estrada.
Communications Solutions for Hotels/Motels IP Office.
Summary of Future Shape Business Case The Future Shape business case proposes a fundamental change in the way the County Council operates. On Monday 24.
It is… Delivering services on the range of digital channels that the public now consumes, from apps and tablets to mobile optimised websites, as well as.
Information System (IS) Stakeholders 03 October 2011.
Chapter 3: Winning Telephone Skills A Guide to Customer Service Skills for the Help Desk Professional Second Edition.
FreelineUSA, Inc. Presenting the FL-USA 400 Eight Way- Audio Conference Bridge R 3.0.
Insert Local Authority Transformation Strategy Workshop Insert date This document is part of the personalisation toolkit
Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.
Developing your talent – before your competitors do Customer Presentation Framework.
Matrix Standard Presentation Asking the right questions and giving the right advice at the right time.
Electronic Marketing: Integrating Electronic Resources into the Marketing Process, 2e 1/27/ Joel Reedy and Shauna Schullo Electronic Marketing.
Types of Information systems BY, Ikhlaq Ikhlaq. IS ACTIVE DIFFERENT LEVELS Operational-level systems Operational-level systems Support operational managers.
What is shaping the public sector industry. Current and future trends in Government. FOR HP INTERNAL USE ONLY.
Technology that changes everything. About this Powerpoint Show The prime objective of this PPT is to introduce GP partners to the scope and depth of Trinitys.
Exchange 2010 Hosting Service How Hosted Exchange Works and Benefits Businesses.
Paul Vaughan National Project Manager HCA Initiative, WiPP OVER TO YOU! BUILDING ON THE WORK OF WIPP.
Towards a Transformational Government Framework tGov th /18 th March 2011 Brunel University.
©© 2013 SAP AG. All rights reserved. Scenario/Processes Service and Repair Scenario Overview Handling an Incoming Customer Inquiry Executing Services Creating.
An Introduction to the Max PVN. 2 Net2Phone Overview.
Contact Solution Options Assessment and High Level Implementation Plan – Initial Draft Version East Devon District Council February, 2005.
The Lakatos Group ODOT 2006 Marketing Training February 23, 2006 Presented By: Carla Lakatos, Partner Marketing Training ForTransits February 23, 2006.
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Proactive Care Kim.
ContactPoint Bringing ContactPoint to you, your staff and children across Bedfordshire … Tracee Cossey ContactPoint Communications Officer.
Department for Work and Pensions 1 Universal Credit Speaker name May 2012.
What is quality?. sparqs Our aim is to enhance student engagement in Scotland. We are funded by the Scottish Funding Council and managed by the sector.
© 2016 SlidePlayer.com Inc. All rights reserved.