A PROFILE OF KINGSTON VOICEWARE

Kingston Voiceware is a member of Kingston Communications plc; an independent UK-based diversified telecommunications group with nearly 100 years' experience in the UK and worldwide communications market. Its portfolio includes call centre integration, network management and voice automation products, ranging from simple voice mail systems to sophisticated computer telephony integration (CTI) platforms, and from single site implementations to multi-site, integrated networks.

With over ten years' experience of developing, supplying and managing telephony enhancing software applications, Kingston Voiceware is the perfect partner to deliver communications solutions that ensure companies maximise the opportunity of every phone call. And as a Kingston Group member company, it can deliver a total solution, including switches and even low cost telephone calls.

Its flagship product is Rialto, a suite of call centre solutions that enables companies to operate at maximum efficiency, increasing talk-time, improving service and ultimately boosting profits.

Sound investment: Rob Comber, Managing Director of Kingston Voiceware and Sheila MacDonald, Executive Director Customer Services at The Co-operative Bank

With clients such as Churchill, Admiral & Pinnacle Insurance, it can claim a firm understanding of the insurance sector. Its banking sector clients also include HSBC and The Co-operative Bank.

A recent addition to its client portfolio is Time Retail Finance, providers of retail credit to Kingfisher companies such as B&Q, Comet, Woolworths and Superdrug, offering the unique Time Card multi-credit financial services product.

With these clients, Kingston Voiceware can claim not only to understand the financial services market but also be a composite part of it. By adopting a policy of true technology partnership with its clients, it delivers provable future-proof benefits in a cost-effective manner, recognising the needs of insurers, brokers and bankers who want to enhance staff productivity through better use of technology.

In fact, its innovative predictive dialling technology is becoming a "must" for companies wishing to create competitive edge and generate additional revenue. Automatically calling numbers from a database, the dialler has been proven to generate productivity increases of over 300%.

Another innovation has been the launch of Rialto for DX, bringing the benefits of Rialto to Siemens Realitis DX users for the first time.

One satisfied customer is Churchill Insurance, which has installed Rialto at its HQ in Bromley, where it supports nearly 2,000 staff.

"Kingston Voiceware's Rialto predictive dialler has generated a substantial additional premium income for us, increasing our profitability and efficiency," says Mitch Lambton, IT director for Churchill Insurance, which is using the same technology to support its new operation in Teesside.

Another customer using Kingston Voiceware technology is David Owen, outbound controller at leading direct motor insurer Admiral, which has installed a 20-seat Rialto predictive dialler. Admiral is using its dialler for customer surveys and outbound telemarketing campaigns, which involve ringing existing policyholders with a view to selling them ancillary products.

"On the very first day, six staff made 1600 calls between them - it's phenomenally faster than anything we have used before," he says.

Also pleased are Pinnacle Insurance, which increased productivity by 40% and boosted turnover by 48% per cent after investing in call centre technology from Kingston Voiceware.

For the Co-operative Bank, the installation of the diallers has proved to be a sound investment. Tony Dillon, Customer Services Manager said, "We have significantly improved our contact rate. In the past agents dialled calls manually, which was both time consuming for the business and hugely frustrating for them - they frequently experienced engaged tones, wrong numbers and answer phones. The advantage of the predictive dialler is that it delivers an "absolute contact rate" - i.e. a call every time."

To find out how we can help your business, ring Kingston Voiceware on 0800 915 1 915 or email marketing@kvw.co.uk

www.kvw.co.uk