At Newport Live, we’re always looking for ways to improve our services and make your experience with us even better. That's why we are thrilled to announce a major upgrade to our telephony system. The system will launch on the 5th September and is set to improve the way we connect with you. This change is part of our digital strategy and ongoing commitment to enhance your experience with us and provide the highest levels of customer service.
What's Changing?
Our new telephony system brings a host of cutting-edge features designed to make your interactions with us smoother and more efficient. Here’s a rundown of what you can expect:
Convenient Callback Request: If you have called us and are in a queue and would prefer not to hold, you can request a callback whilst keeping your place in the queue. We will call you back as soon as a team member is available.
Real-Time Voice Transcripts: This will provide an accurate and immediate record of your conversation, helping us to address your needs more effectively
Call Recording: For quality and training purposes, please note that all inbound and outbound calls will now be recorded. This helps us improve our service and training purpose and ensure that we consistently provide the best possible service to our customers.
What does this mean for you?
With cutting-edge digital AI technology and features that will significantly improve our communication capabilities. You can expect a smoother, more reliable communication experience with even better service and faster response times which will include telephony and new web chat services.
When Is It Changing?
The transition to the new telephony system will take place on Thursday 5th September and we aim to make this as seamless as possible for you. On that day during the switch over there could be an outage of our telephony for a short period of time. We will do all we can to avoid this and then you will be able to experience our new telephony options, making it easier for you to get through to the right department as swiftly as possible.
The transition to a new Web Chat service will take place in early October and you will find this new dynamic service on our webpage.
Your Experience Is Our Priority
At Newport Live, your experience is our top priority. The telephony upgrade is just one of the many steps we're taking to make sure you receive the best level of customer service. We're excited about the improvements and can't wait for you to experience the enhanced communication features.
