Applications of Computing in Industry : Lecture

NewVoiceMedia provide a contact centre solution as a true cloud service over the Internet, similar to the business models of Amazon, Google and salesforce.com. This allows organisations to run their own contact centres simply by connecting to our service via a computer, internet connection and a telephone. No expensive, on-site equipment nor integration is needed. NewVoiceMedia deploy updates to this service every week, so all our clients benefit from ongoing improvements such as new features and bug fixes.

Contact Centres themselves are not very interesting, but their technical implementation presents some very exciting challenges, especially at scale (our service processes over 1 million call minutes per day). This presentation will discuss these challenges, how we solved them and what future challenges we're looking forward to grappling with.

Lyndsay has been growing people, teams and software for the last 18 years, in the defence, telecoms and business IT industries. He is currently having lots of fun doing all the above, as Development Manager with the rapidly growing team at NewVoiceMedia, who are building a cloud-based Contact Centre.