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IP Contact Centres
Value Added Applications
Proactive Contact
Public Sector Customer Contact
Self Service
Network and Hosted Solutions
JAM IP’s team of professionals help you get the most out of your technology investments. We
have a deep understanding of the industry’s leading solutions. But what we believe makes us truly different is our ability to expand and build upon the products available in the market by developing our own complementary software. An example of this would be our Skype connector, which enables Skype users to interact with Contact Centre agents (without the need for agents to have a Skype account.)
Not only do we offer the best solutions from leading vendors, but we are completely flexible in how these solutions are deployed and paid for. Some of our client solutions are implemented onsite and payment is based on capital expenditure. Others are based in JAM IP’s carrier network and have tailor-made monthly rental arrangements.
Higher call volumes, greater customer expectations and increasing requirements for multiple contact channels such as web, phone, fax, email and mobile messaging are now all part of daily business life. It’s little wonder that today’s businesses are introducing increasingly sophisticated contact centre solutions.
Choosing the right solution can be complex though. There are simply no standard contact centres: only individual solutions that fit your particular circumstances.
JAM IP has over 10 years’ experience developing software applications for contact centres. Our solutions complement offerings from major vendors like Cisco and Nortel, and address areas of the market where there are no "standard" products. Some of our applications are sold multiple times to multiple clients; others are bespoke to the requirements of individual businesses.
Our solutions include the following:
The area of Self Service is a hot topic and there can be no doubt that the adoption of technologies
that automate aspects of the Contact Centre is on the rise. It is no surprise that this is the case, the drive to lower costs is a fact of life for most organisations.
Self Service and automation are areas of particular strength within JAM IP. We have within our team individuals who are well recognised in the industry for their thought-leadership and track record of delivery. It is this expertise that allows us to think of creative ways in which Self Service and automation technologies can be used to not only drive down cost, but provide an experience that will impress the end customer. One of JAM IP’s deployments, for example, uses speech recognition to identify and validate an incoming customer, but then takes automation technology much further by predicting why the customer is calling and delivering personalised messages.
The many Self Service deployments that JAM IP have delivered include logistics and tracking applications, flight information lines, speech automated switchboards, speech automated brochure requests, and banking and financial transactions using encrypted speech recognition. Several of JAM IP’s customers are now taking their solutions forward through the use of biometrics technology, whereby the unique characteristics of a person’s voice are used as part of the identification and verification process.
Self Service solutions can either be installed in JAM IP client premises, or deployed in JAM IP’s carrier network.
Excellent customer service is not always defined by how well you deal with an inbound call. Excellent customer service occurs when you predict a customer’s needs and you proactively contact them, rather than waiting for the phone to ring. JAM IP’s automated dialling solution can help organisations take a proactive approach to customer contact and help deliver productivity increases, which can be up to 300%.
JAM IP’s outbound solution also contains a mobile SMS channel, which works hand-in-hand with outbound voice for a truly multi-channel approach to proactive contact. SMS is a non-intrusive and cost-effective way to deliver customer service applications such as reminders, alerts and customer-specific information like account balances. Recent research commissioned by JAM IP indicates that it is five times more costly to ring a mobile than it is to send a text message.
JAM IP’s outbound Voice and SMS solution is fully integrated into the Contact Centre and provides powerful data profiling capability, so that outbound activity can be tailored to specific groups of customers, or can be triggered by an update to a database. If the recipient replies to a text, the response can be dealt with automatically. The response may be to update an account or other database information, or it may be to generate an outbound call to the recipient.
Proactive Contact Main Page
JAM IP has a strong track record in the deployment of innovative Public Sector Contact Centre solutions that assist in achieving the goal of providing citizen centric services.
Many of our solutions have been designed and customised by our in-house software development team to ensure we deliver the very specific requirements of individual public sector organisations.
Here are few examples of some of the projects that we have delivered for the public sector, some of them outside the Contact Centre:
JAM IP's fully resilient UK-wide carrier network allows us to offer our clients a range of alternative solutions. The benefit of network and hosted solutions is that JAM IP look after the infrastructure, eliminating the need to purchase capital equipment if so desired. Alternatively, the equipment can be purchased and hosted in our carrier network, reducing the need for physical space and maintenance personnel.
JAM IP's network products and services range from the provision of 08/09 numbers through to advanced virtual contact centres and self service solutions.
The services available include:
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