Newbridge typical implementation process:

1. Needs Assessment and Planning: This initial phase involves understanding the specific needs of the business, including call volume, types of interactions, integration requirements with other systems, and any specific features needed.

    

2. Customization and Configuration: Based on the needs assessment, the software is customized and configured to meet the specific requirements of the business. This could include setting up call routing rules, integrating with CRM systems, configuring reporting and analytics, and customizing user interfaces.

    

3. Training and Onboarding: Staff training is a critical component of the implementation process. This includes training for agents on how to use the software effectively, as well as training for managers on how to monitor performance, generate reports, and manage the system.

    

4. Testing and Go-Live: Before the full rollout, a testing phase is conducted to ensure everything works as expected. This can include testing integrations, call routing, and any custom features. Once testing is successfully completed, the system goes live.

    

5. Post-Implementation Support and Optimization: After the system is live, ongoing support is provided to address any issues. Additionally, there may be continuous optimization efforts to improve efficiency and effectiveness based on real-world usage data.

Newbridge customization process:

1. Omnichannel Solutions: Newbridge supports omnichannel implementations that include skills-based routing, predictive routing, and integration with voice, chat, SMS, and social media. This allows businesses to tailor their communication strategies across multiple channels to meet specific customer interaction needs.

    

2. Interactive Voice Response (IVR): The platform offers a fully hosted and managed IVR solution with a drag-and-drop builder, making it simple for users to create complex IVR systems. This feature can be customized to handle various customer service scenarios and integrate with CRM systems for a seamless customer experience.

    

3. Workforce Management (WFM): Newbridge provides cloud-based workforce management solutions that can be customized to optimize workforce resources. This includes features for forecasting, scheduling, and real-time management, which can be tailored to the specific operational needs of a business.

    

4. Data Analytics and Reporting: The platform includes advanced data analytics capabilities through its Customer Science (CSci™) technology. Businesses can customize reporting and analytics to gain insights into customer interactions and operational performance, helping them make data-driven decisions.

    

5. CRM Integration: Newbridge offers seamless integration with various CRM systems, allowing businesses to customize how customer data is accessed and managed. This integration ensures that agents have all necessary information at their fingertips, improving efficiency and customer satisfaction.

    

6. Call Routing and Management: The platform supports customizable call routing rules, including blended call center capabilities (handling both inbound and outbound calls), call logging, and call scripting. These features can be tailored to match the specific workflows and processes of a business.

    

7. Office Phone Systems: Newbridge provides pre-configured office phone systems with HD voice and superior features. These systems can be customized to optimize the communication experience within an organization.

    

8. API and Integration Capabilities: The platform includes APIs that allow for further customization and integration with other business systems, ensuring that the call center software can be adapted to fit unique business processes and requirements.

Newbridge training and supports:

1. Agent Training: Newbridge provides a best-in-class national contact center agent training program. This program is designed to train agents on how to use the platform effectively, covering all necessary functionalities and best practices.

    

2. Concierge Professional Service: Newbridge offers a concierge professional service team that supports organizations with strategic AI IVR technology and Customer Science (CSci™). This team provides industry knowledge and helps customize the platform to meet specific business needs.

    

3. Neighbors-At-Work Program: This program offers various benefits to the contact center workforce, including commute cost savings, housing options, utilization of best-in-class technology, security of the home/work environment, performance-based metrics accountability, and technology support questions.

    

4. Workforce Management (WFM): The platform includes a cloud-based workforce management solution that focuses on collaboration between WFM analysts, supervisors, and agents. This helps improve forecasting and scheduling, driving team communication while also simplifying scheduling.

    

5. Ongoing Support: Newbridge provides ongoing support to address any issues that may arise after the initial implementation. This includes continuous optimization efforts to improve efficiency and effectiveness based on real-world usage data.

    

6. Technology Partners: Newbridge collaborates with leading technology partners to provide a robust infrastructure and global reach. This ensures that the platform is supported by high-quality networks and technology solutions.

Newbridge security measures:

1. Encryption: All transactions are conducted on a secure server using SSL 128-bit encryption. This ensures that sensitive data, such as credit card numbers, are processed in an encrypted form, providing a high level of security protection.

    

2. Multi-layered Defense Solutions: Newbridge employs state-of-the-art protection solutions for multi-layered defense, including access control, anti-virus and anti-malware software, firewalls, mobile device management, and data protection measures.

    

3. Data Protection and Backup: The platform includes data protection and redundancy measures essential for organizational success. This involves executing successful data recovery plans to protect client data.

    

4. Compliance with GDPR: Newbridge operates in accordance with the General Data Protection Regulation (GDPR) and the Data Protection Act (2018), ensuring that all personal data is collected and used responsibly.

    

5. Access Control: Implementing strict access control measures, including role-based access control (RBAC), ensures that only authorized personnel can access sensitive data. This minimizes the risk of unauthorized access and data breaches.

    

6. Firewalls and Intrusion Detection Systems (IDS): Firewalls act as a barrier between secure internal networks and untrusted external networks, filtering incoming and outgoing traffic based on security policies. IDS monitor network traffic for suspicious activities and potential threats, alerting administrators to take immediate action.

    

7. Regular System Updates and Patches: Regular updates and patches are applied to address vulnerabilities and enhance security features. Automated patch management tools are used to streamline the process of updating software across all systems within the call center.

    

8. Physical Security Measures: Physical security measures include access control to the call center premises, background checks for employees, and restrictions on the use of personal devices on the call center floor to prevent unauthorized access to sensitive information.

Newbridge Updates:

1. Regular Updates: The platform undergoes regular updates to incorporate new features, security patches, and performance improvements. These updates are essential to maintaining the platform's high level of service and security.

    

2. Managed Services: Newbridge provides professional managed services that include the management of updates and system optimizations. This ensures that updates are applied seamlessly without disrupting business operations.

    

3. Concierge Professional Service Team: The concierge professional service team supports organizations with strategic AI IVR technology and Customer Science (CSci™). This team helps manage updates and customizations, ensuring that the platform continues to meet the specific needs of the business.

    

4. Partnerships with Technology Providers: Newbridge collaborates with leading technology partners to ensure that updates and integrations are managed effectively. This includes partnerships with infrastructure providers like Zayo and technology platforms like Salesforce, which help maintain the platform's global reach and performance.

    

5. Continuous Optimization: Post-implementation, Newbridge provides ongoing support and continuous optimization efforts based on real-world usage data. This helps improve efficiency and effectiveness, ensuring that the platform evolves with the changing needs of the business.

Newbridge data ownership and portability:

1. Data Ownership: In the realm of cloud-based call center platforms, data ownership typically remains with the client organization. This means that all customer data, call records, analytics, and reports generated through the use of the platform are owned by the organization that has contracted the service.

    

2. DataPortability: It refers to the ability to easily transfer this data from one system to another. Given the emphasis on data protection regulations such as GDPR, platforms like Newbridge support data portability. This would allow organizations to request their data in a structured, commonly used, and machine-readable format, facilitating the transfer to another system if needed. This is crucial for maintaining data sovereignty and for organizations that may decide to switch platforms or need to integrate data with other systems.

Newbridge scalability:

1. Scaling Up: As an organization grows or experiences peak periods (e.g., holiday seasons for retail businesses), it may need to increase its call center capacity. This can typically be done seamlessly with cloud-based platforms like Newbridge, often through a simple adjustment in the subscription plan to accommodate more agents or additional features.

    

2. Scaling Down: Conversely, during periods of lower demand, an organization might reduce its call center capacity. Cloud solutions usually offer the flexibility to scale down without incurring penalties, reflecting only in reduced operational costs.

Newbridge terms and conditions:

1. Contract Duration and Renewal:

    

   • Contracts typically have a specified duration, often one year or multi-year terms.

      

   • Automatic renewal clauses are common, meaning the contract will renew for an additional term unless either party provides notice of termination within a specified period before the end of the current term.

      

2. Notice Period for Cancellation:

    

   • Clients are usually required to provide a notice period if they wish to cancel the contract. This period can range from 30 to 90 days before the end of the current term.

      

   • Failure to provide timely notice may result in automatic renewal of the contract.

      

3. Early Termination Fees:

    

   • If a client wishes to terminate the contract before the end of the agreed term, early termination fees may apply. These fees are often calculated based on the remaining value of the contract or a predefined penalty clause.

      

4. Scaling Up or Down:

    

   • The platform offers flexibility to scale services up or down based on the client's needs. This can include adding or removing agents, adjusting call volumes, and modifying service levels.

      

   • Terms for scaling are typically outlined in the service agreement, allowing for adjustments without significant penalties.

      

5. Transition and Implementation Plans:

    

   • Detailed transition plans are provided to ensure smooth implementation and operation. This includes timelines for setup, training, and go-live dates.

      

   • Transition plans also cover the process for scaling services and any associated costs.

      

6. Success Criteria and Cost Objectives:

    

   • Contracts often include defined success criteria and cost objectives, which outline the expected outcomes and budgetary constraints for the service.

      

   • These criteria help in evaluating the performance of the call center platform and making decisions about renewal or cancellation.

Newbridge adheres to the following compliance standards:

1. PCI DSS Compliance: The platform complies with the Payment Card Industry Data Security Standard (PCI DSS), which is crucial for call centers handling credit card transactions. This compliance helps in protecting cardholder data and reducing credit card fraud.

    

2. HIPAA Compliance: Newbridge also meets the requirements of the Health Insurance Portability and Accountability Act (HIPAA), ensuring the protection of sensitive patient health information. This is particularly important for call centers operating within the healthcare sector.