Newbridge Telecom Solutions


Newbridge Telecom Solutions
The Leader in Hosted Call Center Technology

Interactive Voice Response (IVR)
Real-time Agent Leaderboards
Supervisor/QA Chat
Full Call Recording
CRM Integration

Security Encrypted Data
Hosted, Managed and Supported
PCI Compliant Platform
Extensive API Library
Security Encrypted Audio

Payroll System Integrations
Executive Mobile Apps
Flexible Reporting Platform
Real-time Continuity of Operations
Disaster Recovery Support



Newbridge Office Phones

Newbridge offers Business Process Organizations (BPO) a comprehensive Cloud Service Center Solution with Inbound, Outbound, Blended, IVR, along with CRM and Payroll integration solutions. Newbridge melds managed customer experience solutions with the benefits of our state-of-the-art, customized technology.

The Newbridge team continues to distinguish itself by delivering strategic and customer focused solutions. Our team of professionals have more than 20 years of experience in managing call centers around the world. After a history of intense call center consultation the Newbridge team discovered an opportunity to create a new advanced Virtual Call Center Technology.

Enterprise Level Inbound Call Center Platform

Enterprise Level Outbound Call Center Platform

Enterprise Level IVR Platform

Call Center Integrations: CRM and Payroll Systems

Office Phone System Platform

The beauty of the Newbridge team is our ability to craft a solution that aligns with each company's vision and goals. Our platform allows Newbridge to quickly and easily deploy a high-performing client service team with minimal investment, rapid deployment, and the highest quality service.

Inbound Service Center Platform

The Newbridge service center platform was designed to allow you to have total control over the flow of your calls and chat in your inbound service center. With key features such as flexible scheduling, skills-based call and chat center agent selections, and our proprietary Queue Flow routing engine, you have the ability to route calls and chat exactly to your specifications. The fully self-service management platform makes it simple and easy to manage and monitor your service center from anywhere in the world.

  • DID (direct inbound dial), Toll-Free, or pure Digital Voice termination
  • Skills Based Call and Chat Routing - Find the best agent for the inbound call center job quickly and efficiently, or route to less overflow agents to reduce queue wait times.
  • Flexible Messaging - Have your inbound phone callers listen to custom audio and pre-recorded messages while waiting in queue.
  • Call Recording - Record all your inbound phone calls to ensure the highest levels of quality.
  • Real Time Reverse Match - Know the name and address of the caller before a call is presented to a call center agent.
  • Geo-Spatial Routing - Route your inbound phone calls, based on the physical location of the caller.
  • DNIS Based Call Queues - Configure routing rules by DNIS or place multiple DNIS (dialed number information system) into a group to be handled in a similar fashion.
  • Exception Handling - Handle special conditions such as: No Agents, Too Many Calls In-Queue, Out of Hours (Closed), Throttling (caller called too many times), etc.
  • Direct Agent Dialing - Assign your agents extensions and allow inbound callers to reach a specific call center agent by a predetermined extension number.
  • DTMF/Touchtone Queue Events - Allow your callers to enter touchtones to make choices while sitting in queue. Send to IVR (Interactive Voice Response), Voicemail, schedule a call-back, etc.
  • Third Party Transfers - Send calls to a third party DID or Toll-Free at any point in a call's life-cycle.
  • IVR-Interactive Voice Response - If the required functionality can't be handled by the Queue Flow routing engine, we can pass control to an Interactive Voice Response (IVR) application to provide additional functionality. Custom IVR applications can be developed quickly and easily.
  • CRM Integration - Our system can communicate with any number of HTTP enabled CRM packages. If you have a proprietary CRM or one which doesn't have HTTP support, we will gladly work with you to develop a tightly integrated call center solution.
  • Custom Scripting - Create custom dynamic scripts to guide your agents through call and chat processing. Capture and store data to associate with the inbound phone call or chats.
  • Real Time Web Service Data Transfers - If you need your call or chat center data in real-time, our system can stream data synchronously via any standard SOAP interface allowing your systems to know about your inbound phone call the minute it happens.

Outbound Call Centers

Increase your outbound agent efficiency by up to 20 times over manual dialing with our virtual call center software. Our virtual dialers filter out the busy signals, no-answers, answering machines, and fax machines, allowing your call center agents to maximize their productivity. With a full suite of rich CDR reporting tools, granular dialing campaign controls, and real time statistical data, you have complete control over managing your outbound call center.

  • Predictive Dialer Maximize your call center agent's productivity with our predictive dialing engine. Proprietary dialing algorithms combined with highly effective call progress detection ensure your agents are always working. Our predictive dialers can support thousands of simultaneous call center agents (significantly more than most six figure legacy premise based devices!).
  • Preview Retain an extremely high level of contact quality while still increasing efficiency and providing accountability for all your call center communications. The virtual preview dialer allows your virtual call center agents to preview the leads and review lead history prior to dialing. Simply clicking a 'dial' button will connect your agents with the lead of their choice.
  • Broadcast Send pre-recorded messages to your customer base. Gather important statistics and results in real-time to help you effectively manage your outbound call center campaign.
  • Click to Talk/Click to Queue Convert your web leads quickly and efficiently to human contacts. You can have a click-to-talk button up and running on your website in minutes. Connect to your call center agents or your sales force quickly and easily.

Key Outbound Dialer Features

  • Flexible List Loading Provide your source lists in any format (TAB, CSV, Excel, etc). Map the columns dynamically using our intuitive interface.
  • Full DNC (Do Not Call) Compliance accountability for all your call center communications. The virtual preview dialer allows your virtual call center agents to preview the leads and review lead history prior to dialing. Simply clicking a 'dial' button will connect your agents with the lead of their choice.
  • Automated Time Zone Support All leads are flagged with their respective time zone upon list load. You configure one set of scheduling rules and the system automatically dials only the valid leads for their local time zone
  • Custom Scheduling Configure multiple open/close times on a per queue basis.
  • Call Recording
  • Call Progress Detection
  • Answering Machine Detection
  • Dynamic Call Dispositions
  • Custom Caller-ID Provide custom caller ID on a campaign basis.
  • CRM Integration Our system can communicate with any number of HTTP enabled Customer Relationship Management packages. If you have a proprietary CRM or one which doesn't have HTTP support, we will gladly work with you to develop a tightly integrated solution.
  • Custom Scripting Create custom dynamic scripts which can guide your call center agents through properly processing each call as it is presented. Capture and store data to associate with the inbound phone call.
  • Client Application Scripting Have your own scripting engine/application. We'll pop your application upon connecting the call center agent to a party.
  • Real Time Web Service Data Transfers If you need your data truly in real-time, our system can stream data synchronously via any standard SOAP interface, allowing your systems to know about your call the minute it happens.

Chat Platform

Use our Chat Platform to add real time chat capability to your company web site. Put a chat icon on one or more pages and configure each with a targeted set of behaviors, customize to the web page’s content, your business need, and view the real-time status of your agent chat queue.

  • Skills Based Chat Routing - Find the best agent for the inbound service center job quickly and efficiently, or route to less overflow agents to reduce queue wait times.
  • Flexible Messaging - Have your inbound phone callers listen to custom audio and pre-recorded messages while waiting in queue.
  • Exception Handling - Handle special conditions such as: No Agents, Too Many Calls In-Queue, Out of Hours (Closed), Throttling (chatter called too many times), etc.
  • Direct Agent Dialing - Assign your agents extensions and allow inbound callers to reach a specific call center agent by a predetermined extension number.
  • CRM Integration - Our system can communicate with any number of HTTP enabled CRM packages. If you have a proprietary CRM or one which doesn't have HTTP support, we will gladly work with you to develop a tightly integrated chat center solution.
  • Custom Scripting - Create custom dynamic scripts to guide your agents through chat processing. Capture and store data to associate with the inbound chats.
  • Real Time Web Service Data Transfers - If you need your chat center data in real-time, our system can stream data synchronously via any standard SOAP interface allowing your systems to know about your inbound phone call the minute it happens.

IVR Platform

Newbridge provides a Best-In-Class IVR Platform that enables full service IVR program routing in a WYSIWYG (What-You-See-Is-What-You-Get) format. Our platform allows for the development of a complex IVR interface with diverse applications ensuring it matches your customer service objectives.

  • Flexible List Loading Provide your source lists in any format (TAB, CSV, Excel, etc). Map the columns dynamically using our intuitive interface.
  • Full DNC (Do Not Call) Compliance accountability for all your call center communications. The virtual preview dialer allows your virtual call center agents to preview the leads and review lead history prior to dialing. Simply clicking a 'dial' button will connect your agents with the lead of their choice.
  • Automated Time Zone Support All leads are flagged with their respective time zone upon list load. You configure one set of scheduling rules and the system automatically dials only the valid leads for their local time zone
  • Custom Scheduling Configure multiple open/close times on a per queue basis.
  • Call Recording
  • Call Progress Dectection
  • Answering Machine Dectection
  • Dynamic End-Call Dispositions
  • Custom Caller-ID Provide custom caller ID on a campaign basis.
  • CRM Integration Our system can communicate with any number of HTTP enabled Customer Relationship Management packages. If you have a proprietary CRM or one which doesn't have HTTP support, we will gladly work with you to develop a tightly integrated solution.
  • Custom Scripting Create custom dynamic scripts which can guide your call center agents through properly processing each call as it is presented. Capture and store data to associate with the inbound phone call.
  • User Custom Scripting Have your own scripting engine/application. We'll pop your application upon connecting the call center agent to a party.
  • Real Time SOAP/Web Service Data Transfers If you need your data truly in real-time, our system can stream data synchronously via any standard SOAP interface, allowing your systems to know about your call the minute it happens.