NCO Group, a global provider of business process outsourcing (BPO) solutions, announced expansion of its relationship with SoundBite Communications, a provider of cloud-based proactive customer communications solutions.
The continuation of NCO’s long-standing association with SoundBite is an effort to broaden its multi-channel, proactive customer IVR communications offering to the contact center marketplace, NCO officials said.
“SoundBite's technology will enable us to further expand NCO's multi-channel proactive customer communications across all industry verticals,” said Steven Leckerman, NCO's EVP and chief operating officer, in a statement. “We continue to seek ways to optimize ROI for all of our clients' voice and non-voice applications.”
The partnership will enable NCO to offer a comprehensive offering that combines SoundBite’s full suite of multi-channel communications IVR solutions and NCO's live agent, chat, and social media solution offerings. SoundBite’s multi-channel communications IVR solutions include automated voice-messaging, inbound IVR, hosted dialer, interactive mobile messaging, and e-mail.
The resulting solution gives a complete set of customer contact strategies to its clients. It will also serve new and existing markets including retail, financial services, utilities, telecom, and healthcare.
The new bundled NCO solution creates a proven and seamless proactive communications offering for NCO’s clients, Leckerman added. Furthermore, NCO has special focus on healthcare industry. The company offers highly focused healthcare solutions for patient contact.
Through the expanded relationship with SoundBite, NCO is now able to enhance patient contact and satisfaction by communicating with patients based on their communications preferences: live agent, automated voice message, text, chat or e-mail.
The combined offering also helps NCO enhance patient services efficiencies by automating messages and reminders for appointments, payments, and the full range of patient contact.
“Organizations worldwide recognize the increasingly important role that proactive communications plays within their contact centers,” said Jim Milton, president and CEO of SoundBite Communications (News - Alert), in a statement.
“Our expanded relationship with NCO will deliver the benefits of SoundBite's cloud-based, multi-channel communications platform to contact centers who wish to communicate more effectively with their customers across a variety of communications channels,” Milton added.
Earlier this year, SoundBite announced it has been re-certified as a Level 1 Service Provider compliant with the Payment Card Industry Data Security Standard (PCI (News - Alert) DSS). This is the company’s third consecutive year that it has been PCI certified as a Level 1 service provider.
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