Examples of how we've helped our clients manage their customer engagement.
“Finding a solution that increased the kept appointment rate whilst maintaining the ‘personal’ touch from GreenThumb was vital for us. Ultracomms fully understood our requirements and put the solution together in a really short space of time. We saw an immediate benefit to the business that’s helping us to reach more customers every day.”
Jess Rose, Corporate Planning Manager, GreenThumb
“The Ultracomms solution stood out for several reasons: As a cloud-based solution, it is so easy to deploy; value for money; the fact that it is rich in features; and the support that Ultracomms is able to provide. The technology was new to us and we needed a partner who could guide us through the process, not just during implementation but for years to come.”
“Ultracomms is very much leading the way in dialler innovation and we feel sure that we’ve invested in a future-proof system.”
Chris Johnson, Services and Change Director, LifeSearch
“Having worked with and looked at several customer contact solutions, Ultracomms was the standout option for its sophisticated functionality matched with straightforward usability. As a fast paced and ever evolving business, we needed an agile solution that could adapt with us and continue to meet all of our dialling needs. A prerequisite for us was the level of security and PCI compliance that Ultracomms includes as standard.”
“Introducing the Ultracomms platform was fuss free and we were provided with a fantastic level of support and guidance from the technical teams. Since launch we have made several changes using the self-service features which are easy and intuitive to use. The reports are plentiful and insightful so there is no shortage of data. Most pleasing of all for me is the ongoing support and advice we have been provided by Ultracomms. They are always on hand to answer questions and have helped us to tune the system to maximum effect which in turn has delivered enormous efficiency gains and performance improvements.”
Ashley Scott, Head of Sales (Commercial), Lifetime Training
“The Ultracomms team has supplied a solution which is totally aligned with our business needs, allowing us to optimise the way we wish to work. It runs extremely well and we are really happy that we made the decision to replace our original system.”
“Ultracomms’ proactive campaign monitoring has enabled us to track performance much more effectively than before. We have also seen a significant uplift in outbound productivity since enabling their AMD+ feature, while remaining completely compliant. The saving in agent time, improvement in overall call productivity, and resulting positive impact on our own customer experience has provided significant business benefits.”
"One of the benefits of the Ultracomms platform is that it makes it so easy to add new services, features and users as we grow. This is important because we expect to double in size in 2016, so having a reliable platform that can scale with us is essential.”
“The technical ability we get from Ultracomms means that we don’t have to do the development work ourselves. They respond to any queries or requests quickly. We also get Ultracomms’ in-house experts to analyse our data at three monthly intervals, although we do also have access to UltraLive. This gives us real-time statistics and means we can respond to a change in requirements, such as switching from outbound to more inbound call handling.”
Massimo Cristi, Director of Operations, Uncle Buck
With a requirement for a PCI compliant payment handling solution, Network Rail needed the ability to process commercial and residential tenant payments.
Handling a large volume of telephone payments every day, the organisation needed a solution that ensured complete security for its customers and adherence to the stringent standards laid out by the Payment Card Industry Data Security Council.
Working with Network Rail since 2012, Ultracomms provides both agent to customer and automated IVR PCI DSS compliant payment handling solutions.
The flexibility of Ultracomms’ cloud platform enables customers to opt to be diverted to the automated secure payment system, or speak with an agent, depending on their own preference, and the complexity of the transaction.
Processing a high volume of payment collections over the phone, this client required a PCI DSS compliant payment handling solution for adherence to industry regulations and their own internal compliance policies.
Working across multiple locations, the Ultracomms cloud platform provides the client with the ability to take card payments via an automated secure IVR, or direct to agent using Ultracomms’ PCI DSS certified cloud platform.
The ability to handle payments by IVR has enabled the client to improve productivity by freeing agents up to handle more complicated interactions when required.
The Commercial Recoveries team at Blake Morgan focuses on litigation, debt and asset recovery – predominantly on vehicle finance. The sector is heavily regulated and being able to guarantee security is paramount to the firm’s customers, who include a number of major motor manufacturers.
Ultracomms was initially approached to provide a dialling solution which would give Blake Morgan immediate implementation of call recording and monitoring as well as enabling them to evidence that they were consistent in their customer interaction and treating their customers fairly.
With an increasing number of customers in the vehicle finance industry their requirements evolved to include PCI DSS compliant payment card handling.
Ultracomms’ PCI DSS Level 1 certification enabled Blake Morgan to secure their own PCI certification, and as a result win significant new business in the vehicle finance sector.