The Ultra solutions are all network based requiring no specialist equipment to be installed at the client premises - achieving a variety of advantages over fixed solutions. In line with the hosted nature of the client infrastructure, this permits client employees and the service to be operated from multiple locations, and enables the possibility of outsourcing or home working should the need arise in the future.

Ultra Communications provides a complete contact centre solution which includes the following functionality –

• Predictive dialling
• Inbound call management incl. IVR, & queue buster
• Call blending
• Voice recording
• Scripting package
• CRM facilities
• Supervisor monitoring tools and full MI reporting suite
• All the Ultra solutions are provided with a unique supported service.

All the solutions will work from any geographic location providing a high level of business continuity and disaster recovery for the Client office locations. Additionally Client can move or expand to new locations with ease, including outsourcing some call handling activities if required in future; or opening offshore locations where multi-lingual personnel would be easier to recruit to penetrate the wider European market.

Ultra’s solutions are completely network based. The benefits to contact centres are -

• Centrally controlled systems giving feature-rich Outbound telemarketing, Inbound call handling, IVR and blended capability
• Full and consistent compliance across all sites to company rules and regional calling requirements e.g. DMA/OFCOM
• Call recording and storage, reporting and sales figures are all available centrally in real-time using a variety of monitoring tools
• All relevant customer data and campaign performance data available in real-time to all the client database and centres to ensure consistent contact approach on outbound and inbound calls, tied into the central customer record
• Centralised Contact Management tool to manage security in addition to scripting, system and product changes
• Non CAPEX solution with a pay-as-you-go model.

Ultra solutions are all developed and maintained in-house in the UK, permitting us to make changes to meet industry regulation and customer’s individual needs, such as those provided currently to Ultra’s clients. Ultra has an internal project nearing completion, to adopt new technology that has been released over the last couple of years permitting some significant changes in functionality to the Ultra services.

The other advantage of the Ultra network solutions, especially on the outbound campaigns where overcall is required and inbound where sufficient queuing is needed, is the need for only one PSTN line per agent, making substantial savings on telephony infrastructure – all overcall is handled within the Ultra network.