Network Connect provides the complete contact centre solution. From software and consultancy through to implementation and support, we deliver on our key goal - making your contact centre work better, our suite of software comprises three core components...

CallMedia

CallMedia Enterprise is a full-featured multimedia contact centre. Its blending engine is designed to handle inbound and outbound telephone calls, emails, web interactions, SMS messages and faxes seamlessly, ensuring that each customer contact is handled by the most appropriately skilled person each time, allowing you to deliver better customer service more efficiently. CallMedia Advanced provides world-class outbound dialling for proactive contact with customers. From preview dialling for business-to-business calls, right up to high-performance predictive dialling, it is always fully compliant with the world's strictest legislation and codes of practice whilst still delivering fantastic agent productivity. CallMedia Professional provides call centres with advanced and easy-to-use development and integration tools which give organisations the flexibility and capability they need. Delivering CTI, Screen-pop, Dial from screen, Voice and Data transfer as well as ACD integration, CallMedia Professional enables you to tailor the solution to meet your needs and drive down costs. Network Connect provides the complete solution. From consultancy through to implementation and support, we deliver on our key goal - making your contact centre work better.

CallMedia Enterprise
Every telephone call or email you don't answer is a lost opportunity – and often a lost customer. CallMedia Enterprise is the complete software-based multimedia contact centre solution, ensuring that all interactions – phone calls, emails and other customer contacts – are allocated to the right person at the right time – every time. CallMedia Enterprise offers highly advanced and robust call and task routing. So all telephone calls, emails, faxes, SMS messages, web chats and web callback requests are handled and answered consistently in a timely fashion. CallMedia Enterprise provides the tools that you need to manage your teams and your business more effectively.

CallMedia Enterprise provides best of breed
call routing, in-depth management tools and
detailed analysis of performance.

From detailed and configurable real-time statistics, with alerts to notify staff when volumes increase, to graphical reports which provide detailed management information and analysis, CallMedia Enterprise provides best-of-breed call routing, in-depth management tools and detailed analysis of performance, which add up to fewer abandoned calls and tasks, lower costs and more satisfied customers.

CallMedia Enterprise is one part of the fully integrated CallMedia product portfolio which includes outbound calling (preview, progressive and predictive dialling), a full development tool kit for systems integrators, backed up by services from a highly experienced and capable team. CallMedia Enterprise can increase customer satisfaction by:

• Identifying customers and types of callers when they call or email, while ensuring that they are prioritised correctly and allocated to the most skilled available user.
• Dynamically increasing the priority of a waiting call or other task so that customers’ wait time is reduced.
• Progressively increasing the number of users who can be allocated the call or task, so that even when call volumes are high, the call will be given to someone who can answer the enquiry.
• Integrating the contact centre directly with your business applications, so that users know who is calling and can handle the call more effectively.
• Ensuring that fewer calls are abandoned or lost

CallMedia Advance
CallMedia Advance is a world-class pro-active contact centre management system delivering the best possible performance while providing automatic compliance with the new Ofcom rules and the Direct Marketing Association Code of Practice*. CallMedia Advance offers comprehensive outbound campaign management, enabling contact centres to maximise the performance of their data as well as their agents. The campaign, list and agent management is seamlessly integrated using intuitive graphical tools to perform every task – from list assignment to reporting.

CallMedia Advance delivers preview, progressive and predictive dialling, allowing mixes of dialling strategies to suit the particular campaign. Using CallMedia Advance's predictive dialling enables pro-active contact centres to deliver high agent talk times even when dialling at abandoned call rates as low as 1% of live calls. In contrast to much of the predictive dialling world, CallMedia Advance was designed for positive proactive customer contact and avoids past negative consumer experience of other predictive diallers.

CallMedia Advance makes use of CallMedia's telephony integration platform, allowing support of all kinds of switching technologies from Voice over IP (VoIP) through to traditional telephony. CallMedia Advance also supports a variety of methods for integrating with business applications – or can run stand-alone with its in-built Visual Campaign Builder (VCB) web-based graphical scripting tool. CallMedia Advance's comprehensive campaign and list management suite gets the most out of calling data. It provides tools to enable individual list management and reporting, including the ability to run multiple lists per campaign and to prioritise, pause and start lists at any time while calling continues.

CallMedia Advance delivers comprehensive reporting – both historical and real-time – enabling detailed analysis of the performance of campaigns, lists, teams, groups and agents

*The Ofcom Rules and the UK Direct Marketing Code of Practice – some key points which contact centres should follow:

• Dial at less than 3% nuisance calls.
• Measure nuisance calls as a percentage of live calls.
• Disconnect the call within 2 seconds if not connecting to live agent.
• Ring calls for a minimum of 15 seconds
• In the event of a call being abandoned, and "information message" must be played.

As part of the CallMedia contact centre suite, CallMedia Advance works in conjunction with CallMedia Enterprise to deliver call blending, allowing outbound agents to take inbound calls, emails or other media when there is excess demand on the call centre.

CallMedia Professional
An advanced contact centre platform and Software Development Kit (SDK) for telephony, CallMedia Professional provides a wealth of integration tools to enable full integration with many telephone systems. A true multi-platform environment, CallMedia Professional supports Windows, UNIX and Java environments.

Backed up by our expert consultants, CallMedia Professional can integrate with any business application quickly and easily, providing huge benefits in terms of productivity and efficiency. Screen-popping a contact record when the customer calls can provide up to 20% improvement in efficiency, while automating transfers within the call centre can provide even greater benefits – and completely eliminate the "please repeat your details" scenario which all callers dislike.

Designed with the needs of the inhouse developer in mind, it is truly platform independent, incredibly easy to use and typically results in significantly reduced development time. By taking care of all the telephony functions, CallMedia Professional enables IT and application developers to provide sophisticated integration to in-house very rapidly, resulting in a quick return on investment. By supporting a wide variety of telephone systems, CallMedia Professional ensures that your investment is fully protected. CallMedia Professional Toolkits include:

An optional module for CallMedia Professional is CallMedia Director – providing routing for inbound calls based on information from your customer database, rather than the number that the caller dialled. This means calls can be routed or prioritised according to the value of the customer, based on previous calling history, so dramatically increasing the value of each call. Another option is the CallMedia Archiving Server –which populates database tables with full details of call history that can be used by application integrators to provide detailed business reports using call data.

Network Connect....

Communication Excellence

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Egret Mill 162 Old Street
Ashton Under Lyne
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