Netcall, a leading customer engagement software provider, has announced an expansion of its value proposition, aligned to their extended solutions portfolio with the acquisition of Serengeti last year.
The launch of our next generation software platform, Liberty ContactCentre, this month is the first step towards our goal to revolutionise our clients' performance in customer engagement by helping them to discover how Netcall's technology and expertise can make a significant difference to their business.
The project began with a research exercise across our customer base, in order to establish the key attributes that set Netcall apart from other suppliers, such as knowledge, creativity and the value experienced as a result of using their solutions suite in terms of ROI and support.
Further research also revealed that the customer engagement process presents a major challenge for public and private organisations, with the constant pressure to deliver more for less. Consumers in the guise of citizens, patients or customers, all want quick resolution with the minimum of effort, making service one of the greatest differentiators of the moment for organisations. Netcall has responded to these issues by creatively tailoring the solutions it offers to address the unique needs of each of these sectors, focusing on the following four capabilities: intelligent content handing, workforce optimisation, enterprise content management and business process management.
The expanded portfolio, delivering end-to-end applications for the entire customer journey, from point of contact through to resolution, will come together on Liberty ContactCentre, Netcall's next generation software platform.
Mark Holmes, Sales Director, Netcall:
"We have been listening extensively to our clients and have created a range of solutions to support them in the day to day management of their customer engagement. Social, financial and cultural changes along with advances in technology have had a dramatic impact on customer behaviour. This created a need for organisations to revolutionise their engagement processes and focus more on the customer experience. Relying on brand loyalty alone and ignoring good service is no longer an option. The experience of the end-user stands at the core of all our offerings."