Colt INteractiv Call Suite Solution extension to 13 European countries enables effective management of customer interactions across multiple markets
London, 16 September 2015 – Colt today announced the extension of the Colt INteractiv Call Suite Solution to 13 countries across Western Europe to meet the growing demand from multinational customers looking to optimise their customer services in different markets. These cloud-based customer contact services – which range from non-geographical numbers to a virtual contact centre – enable businesses to better manage all their customer calls, via any type of device or channel, across multiple regions.
The Colt INteractiv Call Suite can be tailored for the specific requirements of companies in sectors including travel & hospitality, ecommerce, retail and insurance. It has been available Southern Europe since 2011 and is being used by companies including Europcar, Office Depot and Louvres Hotels to support their customer services.
Steve Nosworthy, senior manager of voice services at Colt, said: “In the digital economy, enterprises are under increasing pressure to cope with multi-channel interactions and sharp peaks in demand – while aging technology and a workforce that is dispersed across multiple countries create additional challenges. Colt’s solution can be readily deployed across Western Europe to complement or replace existing customer contact functions or related infrastructure with cloud-based services, without any hardware or software installation. Enterprise ccustomers pay for what they use, with no annual maintenance charges, and have a single point of control.”
Jean-Luc Gérard, sales manager for the Colt INteractiv Call Suite, added: “Nowadays, an organisation’s customers or prospects expect to be able to make contact whenever and however they want, and get an immediate response. This makes the contact centre key to businesses’ customer retention strategies. Businesses need to be more flexible and innovative – often with a reduced budget. With Colt INteractiv Call Suite, a host of advanced features that only large-scale operations could afford before are now available to everyone.”
Colt INteractiv Call Suite’s key benefits include improved contact centre productivity, reduced costs and enhanced customer retention. Enterprise customers can choose from a full spectrum of functionalities to build a solution that best meets their needs. Colt Interactiv consists of three components:
- Call Flow: enables businesses to qualify all incoming calls to their contact centres and provides advanced interactive voice response (IVR) capabilities, call routing across multiple geographies, call distribution and queuing;
- Call Contact, a virtual contact centre which gives customers access to all the features of high-end premise-based call centre;
- Call Stats: real-time and historical statistics for all their inbound call traffic, enabling businesses them to monitor customer service quality.
Colt’s highly-reliable, high-performance, pan-European network forms the backbone of these services and Colt is also responsible for all service maintenance and ongoing support. A dedicated professional services teams designs and deploys custom Colt IN Services packages that address specific customer needs.
More information about Colt IN Services is available here. Alternatively, Colt is exhibiting at the Customer Contact Expo at the Olympia in London on 30 September and 1 October 2015. Businesses can come and visit stand C58, or contact firstname.lastname@example.org in advance to book a time for a consultation.
Colt provides network, voice, and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure. Customers include 18 of the top 25 bank and diversified financial groups and 19 out of the top 25 companies in both global media and telecoms industries (Forbes 2000 list, 2014). In addition, Colt works with over 50 exchange venues and 13 European central banks.
Colt operates across Europe, Asia and North America with connections into over 200 cities globally. It recently completed the acquisition of KVH – which now operates under the Colt brand – an integrated data centre and communications services business, with headquarters in Tokyo and operations in Hong Kong, Seoul and Singapore.