Contact Center Organizations

Newbridge provides customer experience solutions for every organization!

The Newbridge team delivers strategic customer experience solutions, which include Omnichannel, Interactive Voice Response (IVR), Social Media, Workforce Management (WFM), and Office Phone Products.

Tetris Burst - CCO@3x

Contact Center Organizations

Site Infrastructure Design

Business Process Services

Education and Workforce

Professional Managed Services

CONTACT CENTER TECHNOLOGY

Customer Experience Solutions That Exceed Expectations

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.

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

Performance Solutions That Exceed Agent Support Expectations

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 creates a standard of expectations and provides a career path to leadership through the process.
Processes Graphic_3

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

Personnel Solutions That Exceed Organizational Expectations

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.