Cloud technology provider, NewVoiceMedia, has announced the introduction of its industry-leading global ‘call routing architecture’ which claims to provide a dramatic improvement in call quality for organisations managing contact centres across multiple locations.

The ‘ContactWorld’ solution is described by the company as a ‘multi-tenant intelligent communications platform’ that enables centre representatives to conduct more successful conversations with their customers. Core contact centre functionality, such as self-service IVR; omnichannel contact routing; screen pops; automated outbound dialling; and instantaneous CRM updates are provided with proven 99.999 per cent platform availability.

CTO at NewVoiceMedia, Ashley Unitt, said: “NewVoiceMedia delivers a telephony agnostic cloud contact centre with global infrastructure that allows customers to operate a single call plan for all of their globally distributed sales and service agents. And with 40 per cent of agents using our technology based outside their contact centre’s home country, this enhancement could impact around half of the world’s global agents.”

He continued:  “Our global network will deliver a superior customer experience through the ability to route calls more effectively across the world with better visibility of agent productivity and centralised management reporting.”

Find out more about ContactWorld here