Wireless for automated call-back solution

Netcall announces three year partnership with Cable & Wireless for automated call-back solution

  • Cable & Wireless to offer Netcall's QueueBuster as part of its product portfolio
  • Solution reduces call centre queues and improves customer retention and service
  • Builds on existing relationship between Netcall and C&W
Netcall, a leading provider of call-back, auto-messaging and contact solutions, has announced a new three year strategic partnership with Cable & Wireless Europe, Asia and US. Under the agreement Cable & Wireless will offer Netcall’s flagship automated call-back product - QueueBuster - as a hosted solution within its own existing infrastructure, thereby enabling Cable & Wireless to offer the solution to a broader range of companies.

QueueBuster helps reduce call centre queues by offering callers the option of accepting an automated call-back, instead of waiting on hold. The system waits for an available agent and only then calls the customer back, saving the caller’s time and improving customer satisfaction. The call-back option can be tailored to meet particular customer service objectives. QueueBuster offers further customer service benefits including improved agent interchange with callers who are less stressed when they haven't been waiting 'on hold', and improved sales and customer retention because the system reduces the amount of abandoned calls.

Alex Connors, Cable & Wireless' business manager for CCS and telebusiness, added: "Our main priority is to provide our big business customers with a service experience second to none - and QueueBuster has helped us to do that. Now, by taking the technology a step further and integrating it into our platform, we can provide a broader and more attractive offering to our customers."

Cable & Wireless has already been supplied with QueueBuster as a product and hosted solution, through Netcall's own infrastructure - an offering which has proven a success with companies such as STA Travel. The integration of QueueBuster into Cable & Wireless' existing infrastructure will allow multiple users to access QueueBuster simultaneously, as well as facilitating a simpler and more cost effective deployment process for Cable & Wireless customers.

"A key part of our strategy has been to widen our market reach through partnerships with leading industry players," commented Henrik Bang, CEO, Netcall. "We are therefore delighted to have signed this new agreement with Cable & Wireless, expanding our partnership further, which to date has proven extremely beneficial."

About Cable & Wireless
Cable & Wireless is one of the world's leading international communications companies. It operates through two standalone business units - International and Europe, Asia & US. The Europe, Asia & US business unit provides enterprise and carrier solutions to the largest users of telecoms services across the UK, US, continental Europe and Asia - and wholesale broadband services in the UK. Please visit www.cw.com for more information.

About Netcall
Netcall is a U.K. company listed on the Alternative Investment Market (AIM) of the London Stock Exchange. Based near Cambridge, Netcall develops and supplies innovative communication solutions to organisations of all sizes, including many blue-chip companies with global contact centre operations. As the leading specialist in callback, auto-messaging and contact solutions, Netcall helps organisations globally to increase profits and productivity while improving customer satisfaction and employee morale.

Solutions are deployed either onsite or as hosted managed services using Netcall's Intelligent Communications Platform (ICP). The company has more than a decade's experience owning and running a high-availability service platform co-located with international carriers. Netcall's customer list includes BT, BUPA, First Direct, Halifax, London Borough of Islington, Lloyds TSB, npower, Prudential, RBS (The Royal Bank of Scotland Group), Thames Water, United Utilities and Vertex. Please visit www.netcall.com for more information.

For further enquiries, please contact:
Nadine Wilson
Sales and Marketing Coordinator
Tel: 01480 484113
Email: Nadine.wilson@netcall.com

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