VIA develops ‘clever algorithm’ to help call centres improve customer service

PRESS RELEASE: VIA, the Skype for Business and unified communications specialist, has launched a brand-new service offering which will enable call centres to reduce call waiting times and improve customer satisfaction. With many years of providing solutions to the contact centre and customer service sector, VIA has developed a special set of features for call centres, such as intelligent call queuing, real-time wall boards and skills based routing, determined by a clever in-built algorithm called Smart Agent Selection (SAS).

Calls are routed based on team members skill level (out of 100), activity level and availability. Businesses can also prioritise customers or calls, putting them at the top of the queue or directing them to a specific agent – without the need for a switchboard operator. This results in a shorter wait time for the customer and a higher level of first call resolution.

VIA’s development director Gareth Sobocinski said: “We know how tricky it can be when setting up call queuing to optimise a contact centre. We wanted to design a system where call queueing works hand-in-hand with the manager to make their life easier and crucially, give customers a great experience on the phone. SAS does this, and when rolled out to our existing customer base, we have received extremely positive feedback on how SAS has reduced call waiting times and improved working efficiencies in the call centre. What’s more, because our Contact Centre solution is based on Skype for Business, it gives staff a seamless unified communication experience too, making it easier, and less time consuming for them to navigate and use their own internal systems.”

“We’re not finished yet though and have a host of innovative new features for our Contact Centre solution in the pipeline, and as our solutions are fully managed and hosted, customers get free updates whenever we implement new features.”

VIA has also unveiled its brand new website, to coincide with the launch of its Contact Centre solution. Together, these investments will support the firm’s plans to double its turnover to £3.5 million in the next financial year.

Sales director Alex Tebbs, who founded the company in 2012, added: “Launching our Contact Centre product comes at a very exciting time for VIA. We have been investing heavily in the growth of our Unified Communications platform, and this reflects on our new website and brand. We believe we are pioneers in the marketplace and hope this comes across with our new image. We believe our customers will like our new direction and the modern approach we are taking.

“We’ve also got some other exciting news – we’re moving offices next month to accommodate our growing support and development teams. The new office will have more than double the floor space and puts the company in a good place for future expansion. We’re also going to be hiring for a number of roles across the business over the next few months, so watch this space!”

Based in Nottingham and started by three friends, Alex Tebbs, Eddie Worthington and Gareth Sobocinski, the company has grown from an idea around a kitchen table to a company that is doubling turnover every year and is now on track to make revenues of £3.5 million.