Government Technology

As the leading provider of Network Contact Centre Solutions, Ultra Communications supports an established and long-term client base with the most reliable and reputable dialler on the market, recording over 3 million agent talk time minutes per month.

Your Partnership with Technology
Ultra Communications offers all contact centres a low-risk, low-cost approach to growing business using their leading Network Contact Centre Solution.

The ability to manage costs, increase productivity, and receive unlimited support are just three of the key benefits Ultra offer their clients – and this is just for openers.

With continual in-house development taking place, Ultra’s clients are in the enviable position of always using the latest predictive dialler technology, functionality and systems to run their campaigns. Ultra work in partnership with you and are pro-active in recommending ideas to create the tailored solutions you and your clients require. On occasion this has resulted in Ultra developing additional technology and functionality to meet client needs.

Key Features
Key components of Ultra’s technology available to your business include;

• Predictive Dialling.
• Interactive Voice Response (IVR)
• Call Live Identification (CLI)
• Automatic Call Distribution (ACD)
• Voice Recording (VR) included as standard.
• Outbound, Inbound and Call Blending
• Real-time monitoring of campaigns
• Unlimited Management Information & Reporting suite
• Full resilience and Disaster Recovery built-in.
• Fully Ofcom and DMA compliant.
• Text to speech functionality.
  

No Capital Expenditure (CapEx)
The traditional client premise-based equipment (CPE) model, where the dialler technology is on-site and requires significant hardware, software, installation and on-going costs, equates to high front end CapEx costs.

In contrast, Ultra’s service is delivered over the Internet and therefore does not require the costly CapEx infrastructure above but instead operates a Pay-As-You-Talk model – giving you a solution that is financed from Operational Expenditure (OpEx) instead of CapEx. This favourable OpEx approach offers

• New contact centres a low cost of entry with the added benefit of simplifying cost management and business planning.
• Expanding contact centres the opportunity to easily and flexibly scale their existing system to meet demand, which would have required costly infrastructure changes to add additional agent licences using the traditional CPE model.
  

Improved Management and Productivity
Ultra’s solution is a true geographic independent service allowing for multi-site and home working, with the network allowing you to effectively manage and schedule agents irrespective of their physical location.

A key benefit of the Ultra solution is the ability to monitor the performance of agents in real-time as well as request unlimited management information and reports from the system. Real-time monitoring allows for the fine-tuning of campaigns and maximising the use of inbound/outbound/call blending activities.

Comparative productivity and performance can be easily measured across teams and sites allowing for focused agent training and agent skill set deployment.

Unique Support Service
Ultra offers training and an unrivalled support service to help you and your business. Their solution is backed by a unique support service offering flexible, timely advice as needed; including dedicated dialling support and help desk teams offering you expertise, experience and peace of mind. The key benefit of this support is that you can concentrate on delivering exceptional end-user experience and focus on the development of your core business service.

Unrivalled Operational Flexibility
The Network nature of Ultra’s solution offers real operational benefits over CPE and other alternatives.

• Integrated and live in days. With no requirement for specialist equipment – just an Internet connection through a standard Internet browser and a PSTN line for each agent – a contact centre can be up and running within days.

Contact centres with existing CPE use Ultra’s solution as it is easily integrated with their current systems and functionality. Indeed, the speed and ease with which integration takes place offers the opportunity for contact centres with CPE to try a Network solution.

• Scalability. A major benefit is the ability to scale up or down to meet business growth demands, promotional and seasonal campaigns, and deal effectively with call fluctuations. The Pay-As-You-Talk charging model together with the flexibility in scaling operations allows for practical and careful financial planning and management.
• Trying new functionality. You can trial new functionality and components at no-risk and with minimal effort. The Ultra solution is an all-inclusive feature package, where you can decide upon which features to utilise according to your preference; unlike many other supplier options, you are not required to purchase additional modules when you want additional functionality.
• No risk. Fully Ofcom and DMA compliant, the Ultra solution has complete disaster recovery and business continuance built in. Ultra also guarantees performance and reliability through your service level agreement.
  

Ultra invite you to see a live demonstration of their system at the Ultra offices or your place of work. Please call 0207 965 0207 to make an appointment.

To find out more information, request Ultra’s fact sheets for key decision makers in corporate, finance and IT by emailing This e-mail address is being protected from spam bots, you need JavaScript enabled to view it .

Author:
Darren Sullivan
General Manager
Ultra Communications

Ultra’s Clients Speak Out

Jim Austin, General Manager at AA.
“Ultra’s products and services have freed us from the shackles of technology and allowed us, the AA to focus on our people and their skills in order to meet the demands of our customers and that of the business’’

Gill Marchbank, Head of Operations at Res-Q
“Ultra is not a static solution but offers flexibility and the support to meet campaign requirements. We work as a partnership – as we grow, Ultra develops additional technology and functionality that we need for client demands.”

John Morgan, Managing Director of Telefocus
“Ultra has given Telefocus the flexibility to be able to respond to our clients needs as and when required.’’

“Using Ultra’s network dialler solutions has alleviated the need to worry about the technology and allowed us to concentrate on what we are good at – providing excellent service to our clients.’’