Foreign exchange experts launch new 30 seat true cloud contact centre to provide agile customer service

Today foreign exchange specialist First Rate Exchange Services announces the launch of its first true cloud contact centre with NewVoiceMedia. The new technology replaces on premise hardware  and provides First Rate with greater agility and analytics that improves its customer experience. The true cloud architecture gives First Rate visibility of its agents’ performance 24/7, with easily scalable capacity and more effective disaster recovery.

NewVoiceMedia’s ContactWorld is true cloud and deployed quickly and efficiently. All agents need is a phone line and internet connection to get up and running with this service. Handling seasonal increases in customer service has become a breeze; the company can now just increase and decrease the number of agents when it needs to and at a moment’s notice. What’s more, it provides reports and analytics straight out of the box and in real-time, giving First Rate more control over its customer service than ever before.

Mark O’Doherty, Head of Customer Service at  First Rate said: “ We had been using reliable technology but is was good to see how far the market had progressed within the  cloud , even in the last few years. Most small to medium sized call centres face significant investment choices with on-site solutions that are conveniently removed with a cloud based solution. We use management information to continuously improve our customer experience and manage resources, so having the extra granularity of the reporting suite NewVoiceMedia provides as standard has enabled us to improve our overall delivery.

“One of the biggest enhancements is the way we can act in a disaster recovery scenario or lack of access to our main facility. For the first time we can switch calls to another site or allow any agent with a broadband connection and a pc work from home and manage them remotely.”

Jonathan Gale, CEO of NewVoiceMedia adds: “Being agile and always switched on is something that the modern customer expects from businesses. It’s great to see organisations like First Rate Exchange embrace new true cloud technology to improve the way they deliver customer service. The fact is flexible cloud solutions give businesses the freedom to grow and improve, with faster response times when you’re busy and lower costs when you’re not.”

The new system was up and running within eight weeks, enabling First Rate to take advantage of all the benefits quickly and start providing a better service than ever to their customers.