Newbridge is the leader in call center and contact center technology, technology implementation and customer experience best practices. We focus on full service support for SMB and Enterprise level service organizations.
Our concierge professional service team supports your organization with strategic AI IVR technology and Customer Science (CSci™) and industry knowledge like no other in the industry.
In an industry price-point comparison, Newbridge outperforms the competition while consistently providing shorter implementation times, a higher level of service (concierge), and consistently high product performance.
Our Customer Science (CSci™) solutions, UCaaS, CCaaS and CPaaS, includes Omnichannel, Interactive Voice Response (IVR), Social Media, Workforce Management (WFM), API's and Office Phone Products. We support your total Customer Experience (CX) solution.
Contact Center Organizations
Site Infrastructure Design
Business Process Services
Education and Workforce
Professional Managed Services
TECHNOLOGY PARTNERS
Zayo is the leading provider of infrastructure, with dense, high-quality networks in every major market in North America and many in Western Europe. Through partnerships with leading network providers, we provide our customers with global reach that takes them nearly anywhere they need to be.
Oracle Service Cloud is designed to help you differentiate your brand by developing lasting, profitable relationships with unified web, social, and contact center experiences. Cloud Engineering leverages the cloud’s capability to solve complex business problems.
One intuitive platform for voice, video meetings, team messaging and collaboration, and contact center.
From click-to-dial functionality to one-click video conferencing, everyone readily accesses the same must-have digital tools through a single, easy-to-use platform that is seamless.
Salesforce has sought to change the world for the better through technology that builds stronger relationships. Between companies and their customers. Between employees and far-flung teams. Between governments and their citizens. Between people who want to make a difference.
CommunityWFM is a cloud-based contact center workforce management (WFM) solution. Our solution was developed with a focus on collaboration between WFM analysts, supervisors, and agents to improve forecasting and scheduling driving team communication while also simplifying scheduling.
CONTACT CENTER AND CALL CENTER
CUSTOMER SCIENCE (CSci™) TECHNOLOGY
Newbridge delivers a Customer Science (CSci™) solution that includes our CCaaS cloud contact center platform and UCaaS. Our platform solution includes AI, Omnichannel, IVR, Social Media, WFM, and Office Phones.
As the leading contact center platform in the industry in innovation, customization, and affordability, Newbridge integrates with our experts and industry partners to design, optimize, and support the people and processes through state-of-the-art SaaS technology. For other technology requirements such as Infrastructure, IT support, MSP needs, and cabling demands, we rely on our trusted partners to ensure seamless integration and implementation of their solutions.
IVR Platform
The Newbridge IVR Platform is a full featured, drag and drop IVR builder. It’s simple enough for anyone to use, with powerful coding features available to development experts to create even the most complex interactive IVR’s.
Omnichannel Platform
Implementation of Omnichannel solutions includes reviewing business processes, workflow optimization, and system configuration. Our team works closely with our client teams to design, optimize and support processes with software applications, customizations and reporting.
CRM Integrations
Seamless integration between your CRM, ERM, or ERP and the Newbridge best-in-class contact center cloud platform allows agents access to all information from one interface and the ability to track relationships more easily across platforms.
SUPPORT PROCESSES
Process helps people do better work, right? The different processes that a contact center organization implements for their agents is crucial to the overall morale of the company’s day-to-day workings and helps or hurts agents ability to complete daily tasks. Having a certified process with the North American Customer Service Management Association creates a standard of expectations and provides a career path to leadership through the process.
PCI & HIPAA Compliance
The Newbridge platform complies with both HIPAA (Healthcare Information Portability and Accountability Act) and the PCI DSS (Payment Card Industry Data Security Standard) regulated compliance standards to reduce risk, increase patient loyalty, and profitability of your organization.
NACSMA.org
In partnership with the North American Customer Service Management Association (NACSMA.org), Newbridge adheres to industry standards that ensure best-in-class service and performance expectations within the contact center industry. Newbridge provides support to our clients through a consultative approach to their site strategy from carrier selection, infrastructure design, agent workspace to disaster recovery and technology.
Metrics / KPI’s
Report and analyze all agent activities including their schedule adherence and key performance indicators. Managers can review service level results, costs and revenue. Compares planned agent activity to actual activities throughout the day, as well as real-time views of forecasted and actual call volumes, handle times and other key performance indicators.
WORKFORCE SOLUTIONS
People are the cornerstone of any organization. For an organization to be successful, they need to have the right people with the right skills, experience, and attitude committed to the company’s values and mission. We believe that training the right people with the proper curriculum is the key to unlocking their full potential and commitment. Newbridge, in collaboration with our partners in both private and public academia, works to elevate industry professionals.
Agent Training
We believe that training the right people with the proper curriculum is the key to unlocking their full potential and commitment. Newbridge, in collaboration with our partners in both private and public academia, works to elevate industry professionals.
Neighbors-At-Work Program
With the Newbridge Neighbors at Work program your contact center workforce can experience commute cost savings, housing option opportunities, utilization of best-in-class technology, security of the home / work environment, performance-based metrics accountability, and technology support questions.
Workforce Management
The Newbridge platform provides a powerful protective layer of security that prevents exposure of valuable customer data. It supports our clients’ efforts to meet and exceed regulatory compliance concerns and data privacy standards, which is more necessary than ever in a work at home environment.