China Telecom enter call centre market with UK software


China Telecom enter call centre market with UK software

Ian Grant

China Telecom's European arm is to resell a UK-developed call centre solution aimed at small and medium enterprises, and a Chinese language version is in development, it emerged today.

Basingstoke-based NewVoiceMedia said it has signed an agreement for CTE to promote its hosted contact centre solution, ContactWorld, across Europe. CTE is the European, Middle Eastern and African operation of China Telecom, the world's largest fixed-line operator.

ContactWorld uses the software-as-a-service (SaaS) business model, which will let CTE get companies set up and expand their European contact centres faster and more cost-effectively than traditional hardware-based approaches. A start-up service will cost around £100, a NewVoiceMedia spokesman said.

ContactWorld uses virtual telephony for links and call plan intelligence between the callers and the agents. Call centre owners pay per use, cutting the capital expenditure required and increasing operational flexibility.

Although the product is aimed at SMEs, other users include Royal Mail, Grant Thornton and AQA.

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