Interaction history and new user interface for Callmedia Expert Contact the results of Callmedia’s agile development to accelerate innovation

London, 23rd October 2014: Azzurri Communications, the UK’s leading independent provider of managed communication services, has today announced dramatic additions to Callmedia Expert Contact, its multi-channel contact centre management application.

Callmedia Expert Contact has been developed to meet the evolving needs of contact centres; most notably with the introduction of a new Interaction History capability and a new user interface giving agents more control. It is being launched to existing customers today at a special event in Weybridge.

Designed specifically for the latest multi-channel contact centres, Interaction History provides agents with complete visibility of all previous contacts across all channels, in one central window on the desktop. Combined with Callmedia’s new easy-to-use interface, agents can easily drill down into each interaction to view more detailed information. Automatically delivered to the agent as soon as the customer call starts, Interaction History allows users to offer a well-informed service to customers. They can identify sales opportunities, spot recurring problems and deliver a contact experience which that takes into account the customer’s history with them.

Insight is a new application that provides a single hub of information which can be presented as a wallboard or a supervisor dashboard. The sophisticated tool provides built-in information on Callmedia Expert Contact, as well as information from any other part of the wider contact centre system.

The fresh look and feel provides agents with a more productive environment by allowing access to key actions with fewer clicks. The simplicity of the interface reduces training costs and enables the introduction of new channels cost effectively.

Commenting on the new features in Callmedia, David Jones, MD of Frontline, a Callmedia customer of over 15 years and early adopter of this latest version, said, “Providing a multi-channel customer support in 2014 is challenging: if a customer doesn’t receive the response they want they will channel hop – often expecting to get a better response elsewhere. Our agents feel empowered by the new features in the Callmedia release. It provides our agents with the power to provide exceptional customer service by seeing the whole picture. Every customer touch and each interaction is visible to the agent.

Responding to the changing communications landscape in which new communications channels can emerge and become mainstream very quickly – particularly social media – Azzurri has made significant changes to the way it develops its Callmedia software. Azzurri has embraced the agile development methodology to deliver Callmedia, enabling it to be much more responsive to fast-changing business needs. This has resulted in more frequent, smaller, quarterly and adhoc updates to the product which can be rolled out to Callmedia customers much more quickly.

The demands of customers in an ever changing world mean that organisations can no longer afford to wait a year between software releases to adapt to their customer needs. The speed with which new channels can come on-stream, and the frequency with which even the established social networks change and evolve requires a new agile approach. Following a comprehensive restructuring of the way in which we research, develop and release our product, we’re able to help our Callmedia customers to stay at the cutting edge by embracing their customers’ preferred channels now and in the future,” said Rufus Grig, CTO of Azzurri Communications.

Additional features included in today’s release include enhancements to Callmedia’s outbound capabilities, including greater support for individually assigned calling lists – enabling a more personalised experience where individual team members can build longer term relationships with their prospects and customers. The release also supports additional international territories’ outbound dialling regulations, building on the long-established compliance features of Callmedia Expert Contact in working in the UK with the Ofcom and Direct Marketing Association (DMA) guidelines.

Callmedia Expert Contact software is available as both an on-premise solution or as a hosted managed service with the recently-launched ICON Contact cloud service.