PRESS RELEASE: Colt 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.