Ethicall specialises in telephone fundraising for clients including Young Lives V’s Cancer, Global Justice Now and Cat’s Protection. Ethicall engage donors by delivering inspiring conversations to encourage and enhance the support of charitable organisations. Through their dedicated approach, they empower supporters to make a positive impact on the world. Ethicall's main goal is to connect with charity supporters, create genuine interactions, and increase support for their charity partners.
Ethicall approached Newicon with a challenge and a broad vision. Their off the shelf CRM, “Syntelate” and custom built back end “MIS” whilst competent, was a clunky combination of an off the shelf call centre front end and an on premise solution tailored back end, specifically for their fundraising centre. As an organisation Ethicall recognised the potential for elevating and streamlining their operations, they required a more agile system that would support their growing ambitions and adapt to the emerging digital-first landscape along with their scaling business needs.
Their objectives were clear: to refine data management processes, foster smoother operations, and align their technology infrastructure with the modern digital age. To achieve this, they sought a technology partner equipped to guide their transformation and implement a solution that best fit their already successful business model.
Newicons' response was to craft a custom-built solution that enhanced their traditional system with the advantages of cutting-edge web technology and intuitive User Experience.
The first phase of the project involved developing a web-integrated phone system. This not only made operations sleeker but became a lifeline during the Covid lockdowns, ensuring business continuity, when many other competing organisations faced disruptions.
*TAPI - The Microsoft Windows API Telephony Application Programming Interface was being used on premise. In order to aid a smooth transition to a cloud system Newicon created a telephony software interface service. Then decoupled the application to talk to the service instead of TAPI directly - this allowed us to then develop telephony drivers that could talk to other systems. Plivo / Twilio and TAPI. The system migration had to happen with minimal disruption to the current business.
The front end was an Angluar js web application that ran on raspberry pi. The raspberry pi offered a very affordable base station for each fundraiser to use the call centre software.
Key functionality implemented:
Front end user interface:
With the major telephony workload then being delegated to Twilio, Newicon crafted a sophisticated call orchestration system. This user-friendly interface not only now provides callers with immediate access to scripts but also streamlines the donation process, the data entry GUI adapts based on the flow of conversation, it enables real time bank and card information and dispatches automated confirmation emails.
The new system also eliminates the need for manually tracking calls and navigating through disjointed scripts. What this means for the caller is everything they could possibly need is now conveniently housed on one integrated platform. Team coaches can also effortlessly join calls and see collective team results.
Legacy solution upgrade
Ethicall have embarked on a transformative journey over a period of years, evolving their operations for the modern era. Initially operating with a combined clunky “off the shelf” and a bespoke software foundation, their growth and expansion brought new challenges and opportunities. As they built their team and navigated significant business changes, the right technological solutions were crucial. Transitioning from an on-premise database and phone system, Ethicall embraced a comprehensive online platform, streamlining their entire operation.
This wasn't just about new tools; it was about enabling Ethicall to face the future with confidence and agility. Now, with robust security, cloud integration, and ongoing support, Ethicall stands resilient and future-ready.
We really love the overall look of thisIt's a very clean simple interface which still clearly conveys a lot of really important information, so thank you!
The project is well thought through, smartly taking into account every little request we had. Which is amazing, I love that!I've been using the prototype to pitch the idea with potential clients and the feedback has been really good so far.
We're miles ahead of where I expected us to be at this stage, and we've all really appreciated the effort you've put in.Everyone is really, really happy and pleased with what you've put together, blown away! We love the simplicity of the prototype.
You've done an amazing job of taking our concept and actualising it into something much more real!This process has cemented our concepts into requirements, plans and something much easier to step forward with, both internally and as something we can tell the story to others. We've been particularly impressed with how you've taken a fairly niche topic and run with detailed concepts and clearly understood what we are aiming for!
I’m very impressed with how you’ve interpreted the brief and interviews!You have captured the use case and functionality really well.
You’ve understood the project quicker and got further with the design in 3 weeks than our previous company did in a year.
Newicon consistently exceeds expectations, driving innovation as a seamless extension of our business.Newicon’s ability to over deliver against our expectations and to help drive our innovation has made them an extension of our own business. The team are excellent to work with, and their passion for our business competes with our own. I would recommend Newicon for both your development and design needs.
Newicon understood our needs, ensuring solutions were current and future-proofedEthicall have worked with Newicon for approximately 10 years. During this time Newicon have worked with us on various projects, but predominantly they have helped us design and build a bespoke telephone fundraising software system which encompasses all the nuanced and niche elements of our business. They really took the time to understand what we needed as a fundraising call centre and then constantly revisited this with us to ensure it was still fit for purpose and future proof. The engineers working on the project have always been mindful of building in stages with regular testing and approval from users – they are also able to communicate in non-technical speak – which is always useful for those of us not from a technical background. Newicon’s recent introduction of project managers has enhanced their services further.
Newicon is an exemplar of innovation and freethinking.Newicon's ideas have pioneered mobile software development within my department. Their solutions are innovative and effective producing results above original expectations.
Newicon took the time to fully understand our requirements, and the clickable prototype really helped shape our thinking.It has been a pleasure collaborating with Newicon on this project. Their commitment, attention to detail and passion for their work has enabled us to produce a quality app and seek further investment. Newicon took the time to fully understand our requirements, and the clickable prototype really helped shape our thinking and produced an intuitive UX, whilst also de-risking the development phase.
Very commercially aware and versatile software agency - and a great team to boot!
Newicon give us creative input and state of the art technologyNewicon have helped steer our business in directions we had not even considered.
Newicon are a great company, they are passionate and always provide a second to none service.From the design stages through to the technical implementation they understand our requirements as a company. We would highly recommend Newicon to anyone who is looking for a friendly, efficient and professional web and software design company.
If you need bespoke technology, I highly recommend Newicon.By working with us to build our platform, they helped lay the foundation for our success. Not only did they develop the software; their process also included UX design and prototyping, ensuring that our final product was user-friendly, secure and powerful. If you need bespoke technology to get your start-up into business, I highly recommend Newicon to deliver it for you.