INTERCALL
About InterCall
InterCall is the largest privately held conference services provider in the world. The company serves more than 120,000 individual conference leaders in more than 30,000 organisations. In addition to a strong presence in the United States, including 25 domestic sales offices, InterCall's reach extends to several sales offices and operations facilities around the world. We have facilities in the UK, which serves as the hub for Europe. We have 3 sales offices in the UK, and offices in France, Germany and Ireland.
In Asia Pacific-our regional headquarters are based in Australia, with offices in Melbourne and Sydney, we also have offices in Hong Kong, Singapore, New Zealand (see below) and Japan opening Q3 2003.
Since its launch, InterCall has consistently grown at a rate exceeding that of the general Teleconferencing industry.
In Asia Pacific
InterCall launched commercial service in Asia Pacific in January 2001 and since then has invested heavily in both people and infrastructure to build a world-class product and service offering throughout the Asia Pacific region. Our platforms are consistent with our US and European businesses, making it easier for our global clients to conduct business from wherever they are in the world. We have 2 multi-lingual call centres, our people are fluent in local languages and business customs and our approach to Disaster Recovery is second to none. Our offices in Asia are conducting mission critical calls on a daily basis.
More importantly, our people in Asia understand the region and operate as a "boundary less" team. They are aware of most of the challenges the region provides, have a strong knowledge of the local markets and will be able to quickly understand your conferencing requirements and come up with a cost effective and reliable solution.
InterCall's services in Asia include audio, event, web, and video conferencing solutions.
InterCall NZ and Telecom NZ
In August 2002 Telecom New Zealand and InterCall New Zealand joined forces to deliver enhanced Audio and Data Conferencing products and services to the New Zealand market.
Business Development
For InterCall, conferencing is not just a business, it is our ONLY business. In 2002, InterCall handled more than 1 billion conferencing minutes around the globe. InterCall has a 12-year history of responding to our ever changing, ever increasing, customer requirements. Below is a sample of some of the ways our organisation has evolved to meet the ever-changing needs of our clients:
• In 1995, InterCall launched In-View, a division of InterCall that provides multi-point video services to meet a growing demand for video conferencing solutions.
• In 1996, InterCall added UK operations centre and sales office, which allows our International clients additional services and savings for their European divisions.
• In 1997, InterCall established an R&D Group that dedicates 100% of its time and resources developing future products and services to meet our clients’ needs.
• In 1998, we opened a second US Operations Centre. This centre gives InterCall Global Operations greater capacity & expanded redundancy as well as, of course, accommodating continued domestic (US), growth.
• In 1998, in order to prepare for our planned future growth, InterCall built a foundation of new leaders. We also tripled our investment in scheduling and training by hiring new senior level directors.
• During 2000, we expanded our reach to Asia and Australia, bringing global services for our clients.
• In 2002, we completed the acquisition of MSHOW to expand our web conferencing product offerings.
• So far in 2003, InterCall has invested in the latest end point equipment from Polycom and installed plasma screens in our offices throughout Asia Pacific. We are also now able to offer extensive video bridging solutions to the region.
InterCall Services
InterCall's services include audio, event, web and video conferencing solutions. InterCall is the chosen conferencing provider for many companies primarily due, we believe, to our ability to meet virtually every aspect of our end user’s conferencing needs, handling everything from smaller, day-to-day interactive calls to larger, high touch events, often exceeding thousands of participants.
Since conferencing is our sole business function we must be flexible in meeting the needs of our clients and consequently, are often able to accommodate the most “out of the box” requests for our most demanding end users. InterCall partners with our clients to ensure that we are providing them with a customised, cost effective and efficient conferencing offering, and our clients appreciate the time and energy we invest in them and their overall business needs.
InterCall understands that size, feature rich and flexible conferencing platforms and strong web conferencing services are important deliverables to our end users, but customer care and attention are just as important. InterCall’s account management teams are dedicated to providing our clients with an overall satisfying customer experience not just during the actual call, but also prior to and after the conference call.
InterCall’s Account Team is dedicated to a specified and manageable number of accounts; therefore the focus does not continually shift from existing clients to new clients. This structure also allows for multiple levels of local and direct customer support, and our clients appreciate calling someone who immediately recognises their name and their company name. InterCall’s clients appreciate the opportunity to work with a company that can meet all of their conferencing needs and in the process does not make them feel like just another number.
Why InterCall?
Many of the world’s leading Corporations have chosen to partner with InterCall because of our six strengths:
Large Account Experience and Expertise
InterCall specialises in large account management – with extensive experience in implementing high volume accounts. We have established a premier reputation for these large calls by providing excellent customer service. In addition to regularly executing large, feature rich calls, a significant percentage of calls we handle are smaller and do not require enhanced features. As a result, InterCall has earned a reputation of being consistent in the provision of quality service and, importantly, easy for your users to do business with.
Superior Technical Infrastructure
Consistency and quality are critical to our clients. Our parent company, ITC Holding, boasts the capital and technical expertise to provide InterCall with the access and ability to implement the finest technology infrastructure available.
Value-Added Services
InterCall offers our clients value-added services such as permanent access numbers and pass codes, real-time online reservations and account information, and new and enhanced Internet-based & video products, among others. Our goal is to continually increase the simplicity and functionality of our services for our clients’ evolving needs.
Financial Investments in Cutting-Edge Technology
As a subsidiary of ITC Holding, we are able to invest into developing new products and service requests for our clients that have helped them to further expand and improve their business.
Advanced Operations to Ensure Consistency
Our quality goal is to answer 100% of all operator calls within 20 seconds and to provide 100% accuracy in our automated products. InterCall has dedicated substantial technological and capital investments into measuring, analysing and improving processes, and our overall quality. We believe that we need to continually inspect what we expect. Every operator, receptionist and manager in our call centre is judged by our customer service and consistency.
Quality People
Our people are our most prized asset. All InterCall employees have completed a comprehensive hiring and training process. Our incentive-based pay structure for dedicated operators creates a committed environment.
Try Us!
At InterCall we recognise the possible need for new clients to trial our services prior to engaging us over the longer term.
InterCall would welcome an opportunity to demonstrate our services and show why we are the largest privately held conference services provider in the world.
To discuss InterCall services further or arrange for a product trial, please contact:
Marc Chase
Business Development Executive
InterCall
Level 6, 227 Collins Street,
Melbourne VIC 3000
Phone: 03 9671 3330
Email:
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