Neocase Unveils New Version of its Shared Services Contact Center and Customer Support Solution

By Raju Shanbhag

TMCnet Contributor

 

Neocase Software has released a new version of its solution for shared services contact centers and customer support operations. The company has announced that the new version is immediately available for the customers.

 

The global marketplace in the current economy calls for the adoption of a deeper case management approach to enhance their existing CRM systems to connect and follow-through on every customer interaction across the entire enterprise. According to Neocase, the solutions provided by the company are designed to maximize the productivity of customer service and shared service contact center operations, while maximizing the quality of service.

 

The Neocase solution for shared services contact-centers and customer support operations include Neocase HR, Neocase CS, Neocase FR, and Neocase CRM. Offering enhanced improvements and new features to the entire portfolio, the new release helps clients like CUNA Mutual Group, Air France and Toshiba (News - Alert) to increase process efficiency, improve service delivery and enhance KPI reporting, claims Neocase.

 

“With our latest release, Neocase continues to deliver one of the most unique cross-enterprise solutions for contact centers in the industry. Our new business intelligence and business process management functionality will empower corporations to automate complex business processes as well as enable executives to drive critical business decisions through business intelligence, real-time analytics, dashboards and reports,” said Julien Dahan, CEO, Neocase Software, Inc.

 

The new release includes features such as cross-enterprise deployment, business intelligence, business process management, proactive SLA management, and activity and calendar management. These new features will help the companies to analyze key processes and identify process inefficiencies, claims Neocase.

 

In December last year, FOX Systems established a National Call Center by using technology from Neocase Software. The Call Center will handle calls pertaining to Medicaid and Medicare services and is expected to boost FOX Systems’ chances to win a shared services contract with the U.S. Government. Neocare Software has stated that their technologic functionalities, lower total cost of ownership, ease of implementation, and scalability were the major factors that prompted FOX Systems to choose them.