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RCS - Netcall PLC - Five-year agreement with Cairn Housing Association

Tue 8th July, 2014 7:00am
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RNS Number : 6565L
Netcall PLC
08 July 2014 
 
8 July 2014 
 
RNS Reach 
 
NETCALL PLC 
 
("Netcall", the "Company" or the "Group") 
 
Cairn Housing Association chooses Netcall for complete customer engagement 
 
Not-for-profit Scottish organisation partners with technology provider Netcall
to improve service delivery, using social media analysis and engagement
capabilities for the first time 
 
Netcall plc (AIM: NET), a leading customer engagement software provider, is
pleased to announce that it has signed a five-year agreement with Cairn
Housing Association ("Cairn") to manage the organisation's entire end-to-end
customer engagement process through the Netcall Liberty platform, including
the recently integrated social media capabilities. Cairn will overhaul the way
it interacts with customers, using Netcall's customer engagement suite to
engage via email, SMS messaging, web chat and social media integrated with
Customer Relationship Management ("CRM") software all through a single
interface. Using these new channels, Cairn aims to be a leader in service
delivery in the sector. 
 
Partnering with Netcall, Cairn's primary goal is to ensure that customers are
able to speak to a member of its team quickly and that as many queries as
possible are dealt with at the point of contact by employing measurable First
Contact Resolution techniques. The Liberty platform will simplify the way
customer interactions are managed, making responses faster and more efficient.
It will also integrate intelligence about each customer, ensuring that anyone
dealing with an enquiry has all relevant information at their disposal. The
comprehensive functionality contained in the Netcall Liberty platform enables
the organisation to implement remote working, so people can work from the most
appropriate location and business continuity is maintained in the event of
severe weather or other unexpected events. When carrying out home visits,
representatives will be able to resolve customer queries via mobile devices
and use reminder technology to reduce the amount of missed appointments. 
 
Jason MacGilp, chief executive, Cairn Housing Association, commented:"Cairn is
on a journey towards Customer Service Excellence and our contact centre
solution is a key part of that journey.  We are very pleased to be working
with Netcall on this strategic project. Our clear aim is that customers can
contact us, with absolute confidence, in whatever way is most convenient to
them, and to have their enquiry or service request dealt with minimum effort
on their part. We're also really excited about the possibilities of mobile
working and self-service in the future. 
 
"We anticipate that our new contact centre and partnership with Netcall is
going to revolutionise Cairn's approach to customer service. This ambitious
approach to managing our relationships with customers will increase customer
satisfaction and our efficiency, which will allow frontline members of staff
more time to get out into the community delivering services." 
 
Henrik Bang, CEO of Netcall commented: "This is a great example of a customer
combining multiple elements of the Netcall engagement suite, including CRM and
social media, to ensure its customers have best-in-class service delivery,
thereby increasing customer satisfaction while also improving internal
efficiencies. Our Liberty platform enables our customers to implement an
integrated multichannel customer engagement environment which can be managed
seamlessly with cutting-edge software and linked to process management
capabilities. We are delighted to be working with Cairn Housing Association,
providing the tools it requires to meet the evolving needs of its customers." 
 
For further enquiries, please contact: 
 
 Netcall plc                                                                        Tel. +44 (0) 330 333 6100  
 Henrik Bang, CEOMichael Jackson, ChairmanJames Ormondroyd, Group Finance Director                             
                                                                                                               
 finnCap Limited (Nominated Adviser and Broker)                                     Tel. +44 (0) 20 7220 0500  
 Stuart Andrews / Rose Herbert, Corporate Finance                                                              
 Victoria Bates / Simon Johnson, Corporate Broking                                                             
                                                                                                               
 Newgate Threadneedle                                                               Tel. +44 (0) 20 7653 9850  
 Caroline Forde / Hilary Millar/ Heather Armstrong                                                             
 
 
  
 
About Netcall plc 
 
Netcall is a UK company quoted on the AIM market of the London Stock Exchange.
Netcall's software product suite provides compelling business process
solutions for end-to-end customer engagement, incorporating intelligent
contact handling, workforce optimisation, business process management and
enterprise content management. Our target markets comprise organisations of
all sizes, including many blue-chip companies with global contact centre
operations. The Netcall software platform helps organisations meet the growing
demands of their customers and prospects whilst improving internal
efficiencies, thereby increasing profitability and customer satisfaction. 
 
Netcall's customer base contains over 700 organisations in both the private
and public sectors. These include two thirds of NHS Acute Health Trusts, major
telecoms operators such as BT and leading organisations including Interflora,
Lloyds Banking Group, Cineworld, Interserve, Prudential, British Sugar and
Thames Water. 
 
In January 2014, Netcall announced a joint £1 million investment in Sentiment,
a provider of enterprise class social media engagement solutions. Following
the investment, Sentiment's solutions have been integrated with the Liberty
platform, enabling Netcall customers to manage, monitor and optimise customer
engagement through social channels (such as Facebook, Twitter, Google+ and
LinkedIn), blogs and other publicly available social and online news media,
alongside the more traditional channels of telephone, mobile, web and email.
Netcall is also introducing web chat further enhancing Liberty's customer
engagement channels. 
 
For further information, please consult the Netcall website: www.netcall.com 
 
About Cairn Housing Association 
 
Cairn Housing currently has 3,500 homes under management and offices in
Edinburgh, Inverness, Glasgow, Coatbridge and Thurso. It addresses the housing
needs of people in both urban and rural areas, including older people and
those who need specialised support. 
 
This information is provided by RNS
The company news service from the London Stock Exchange
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