News 2 min read

TeleWare launches TeleWare Communication Manager to connect companies and contact centres in the cloud

9 Aug, 2016
London, 9th August 2016 – Communications technology business TeleWare announces that it has launched TeleWare Communications Manager (TCM), its new in-house configured and controlled cloud communications solution.  The solution provides a simple, scalable and flexible tool to manage communications activity with complete view of all inbound and outbound activity. Key product functions:
  • Real-time management of communications from one central place, allowing businesses to react instantly to business situations and make immediate changes to their contact strategy
  • Call routing and management tools, including visibility of inbound and outbound calls
  • Multiple dashboards with real-time statistics, configurable by businesses to display the information they need
  • Supports agile working as users are able to log in from any location or device
  • Fast to deploy and instantly scalable cloud solution
  • Flexible usability and contracting
  • Telephony failover built in for business continuity
TCM is cloud based and telephone system agnostic, meaning staff can log into TCM from anywhere and are able to take calls immediately. Central administrators then have visibility of all activities in real time, allowing them to allocate and re-allocate resources to ensure call demand is being met on-the-fly. Multiple dashboards can be configured in-house, allowing companies to tailor data views to suit their needs. The product is fully scalable, allowing for flexible adding of staff to meet seasonal demands and to grow with the company. The ability to better manage inbound communications is also applicable to a wide range of businesses beyond traditional contact-centre operators. For example, better management of inbound communications can greatly benefit companies operating in diverse sectors such as advertising or recruitment. These companies can experience high call volumes at peak times and need the ability to view and control these calls. In addition, the Reporting Suite also allows for a full range of insight and analytics including real-time statistics to monitor business performance and customer experience, as well as historic reporting to support ongoing performance analysis. Terry-Ann Cocker, Product Manager said, “Companies are increasingly understanding the need to have a complete overview and understanding of workflow – especially when staff are in a wide range of locations. What’s more, we’re seeing a large and growing market for contact-centre lite solutions with over 5,600 small—to-medium contact-centres employing less than 200 people to manage their communications and more coming online every day. We can offer them a package that meets all their needs and provides maximum accessibility due to being a cloud-based application. “However, at the same time, some companies may not be willing or able to commit to a long contract or even have enough visibility of the future in order to make such a commitment. TCM has a minimum 3 month contract period, thereafter a pay as you go monthly contract meaning that even those companies that are just starting out can gain maximum value straight out of the box.” Steve Haworth, CEO TeleWare said, “Building a better business is the central point of our TeleWare philosophy. Part of that is giving staff the freedom to work in various locations while still being connected into the whole in real time. TCM is a flexible, simplistic and easy-to-use solution that not only gives a view of what’s happening now, but helps companies to improve their performance by analysing historic data. Any company can then get more insight into their business and employee behaviour to make sure they’re delivering the best customer experience possible.” TCM is available from September 2016, with an expected second phase adding new functionality in Q4 2016. Further information about TeleWare is available from: www.teleware.com
Cloud Communications Alliance

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