NewVoiceMedia, Europe 's largest hosted contact centre provider, has been appointed by airline Silverjet to implement its caller recognition software throughout the airline's first contact centre. Silverjet offers a private jet experience at a fraction of the cost, with flights to New York and Dubai from just £1,099 return. The Luton-based airline is using ContactWorld, a hosted system supplied by NewVoiceMedia, to operate within its innovative reservation system. NewVoiceMedia was selected from a number of vendors to provide an intelligent platform that will enable the award winning airline to continue to deliver outstanding customer service throughout its call centre operations. The system will also enable the number of agents to scale up in line with the airline's rapid growth plans. By capturing a caller's phone number on their initial call, NewVoiceMedia's system is able to instantly recognise the caller when they ring back. This allows Silverjet's contact management system, Contact from Datasquirt, to pop up their information on the agents' desktop, together with their ticketing details, and a record of all previous correspondence to enable a fast, efficient, and personalised call handling process.
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