Slide 2 Netcall 2011 Operator Services For Hasting Borough
Council Slide 3 Netcall 2011 Todays agenda Netcall Operator
Services Our Customers Introducing Netcall Introducing Telephony
Automation Operator Services Slide 4 Netcall 2011 Key Facts Netcall
PLC listed on the LSE is a group of companies Each with more than
14 years of profitable trading UK based Software vendor In-house
design, engineering and support based in 3 local sites Regular
software updates and releases Platform or hosted solutions that are
widely integrated Over 500 customers Public Sector ( including 80
Local Authorities, 45 Universities,15 Police Forces) NHS (including
>60% Acute Trusts) and >100 Enterprise customers 20+
Partnerships and Alliances 130 staff Circa 14m turnover Slide 5
Netcall 2011 Netcall Group: a selection of our public sector
customers 4 Slide 6 Netcall 2011 Netcall makes it easier for you to
engage Netcalls goal is to help you deliver outstanding customer
service Our specialist communications software solutions will:
Operate standalone or integrated, On-premise or hosted to support
you as you deliver with excellence Deliver proven service and
efficiency Realise a rapid return on investment A complete
end-to-end solution suite to enhance the value of your customer
interactions simply, effectively, always. Slide 7 Netcall 2011
Hammersmith & FulhamOperator Services Internal and External
LambethOperator Services Internal and External WandsworthAutomated
Direct Debits New ForestAutomated Payments Reigate &
BansteadAutomated Payments & Reporting DacorumOperator Services
Internal and External Mail-2-me & Reporting Kensington &
ChelseaOperator Services Internal ShepwayAutomated Payments
SwaleAutomated Payments Some Customer Reference Sites - Local
Government Slide 8 Netcall 2011 CanterburyAutomated Payments
Windsor & MaidenheadOperator Services Internal EalingOperator
Services Internal and External CamdenOperator Services Internal and
External MedwayOperator Services Internal and External
BromleyOperator Services Internal and External Reporting
CroydonReporting Some Customer Reference Sites - Local Government
Slide 9 Netcall 2011 SEMAP+ THE FOUNDATION OF OUR TECHNOLOGY 8
Slide 10 Netcall 2011 Automation is NOT about removing human
contact Automation is NOT about forcing change on your customers
Automation IS a way to improve efficiency whilst raising the level
of customer service Automation IS about taking routine and
repetitive calls away from human operators What is Automation?
Slide 11 Netcall 2011 Not only can Staff & Councillors contact
other staff quickly and efficiently in or out of hours, but the
system can be populated with names of customers, suppliers etc.
This allows Staff & Councillors to make most of their work
calls, safely and efficiently, using only speech recognition, and
they can enter their own personal numbers too! Staff &
Councillors are authenticated either by PIN or the CLI of their
phone Operator Services for Internal Use Slide 12 Netcall 2011
Citizens can ask for names, departments or roles Calls are routed
to individuals, hunt groups or Contact Centre queues Aliases are
supported e. g. Bins, Rubbish directed to Environmental Services
Operator Services for External Use Slide 13 Netcall 2011 Available
24/7 contactability is no longer reliant on Operator working hours
Frees up Operator time to deal with external callers No reliance on
directory accessibility Optional call screening calls can be
announced with an opportunity to accept/reject Add personal numbers
no need to use numbers stored on mobile phones Use to call numbers
within and outside of the Council Operator Services Benefits Slide
14 Netcall 2011 Live Demonstration ! Slide 15 Netcall 2011 Thank
You Dave Amps [email protected] 0330 333 6100
