Company enhances customer experience with NewVoiceMedia

Topcon Positioning Systems (TPS) is delivering customer service using NewVoiceMedia’s ContactWorld for Salesforce.  The company signed a three-year agreement to implement the technology which is delivered as a service over the Internet.

The solution is now live for customer service operations in the USA, and has provided TPS with a flexible platform for growth and reduced capital investments. The company now has greater visibility of its business metrics, through deep reporting, offering it more control over its customer experience than ever before.

The business is also successfully prioritising and routing calls based upon data stored within its Salesforce CRM records. Dynamic Routing allows it to choose how to direct calls, based on the business and the customer’s specific needs. Rather than treat all callers in a queue with the same importance, the solution provides an intelligent resolution which delivers calls in the most efficient way.

Angie Todd, TPS Call Centre Supervisor – Americas, comments, “We’re pleased to have successfully implemented the flexible and scalable telephony application through ContactWorld for Salesforce; and are already reaping the benefits! We’re now able to deliver an intensely personalised service; thereby enhancing the customer experience, while improving satisfaction in our contact centres”.

“As the world’s largest company focused on positioning products, software and applications, TPS required a flexible platform for growth and was held back by the on-premise technology it used previously,” adds Jonathan Gale, CEO of NewVoiceMedia.  “We are delighted to be working with such a well-respected and leading global business as TPS”.