Mobile provider deploys cloud contact centre

MyPhoneClub has deployed cloud-based technology from NewVoiceMedia across its sales and service operation.

The company was founded in 2009 and previously operated from a serviced office where staff experienced high call charges and were unable to access real-time reporting. Since deploying NewVoiceMedia’s solutions, the business has benefited from full visibility of its entire contact centre operation, meaning staff can be easily managed, and customisable reports allow the company to expose where improvement is necessary. Furthermore, agents have greater job flexibility as they are able to log on remotely and work from home when necessary.

As the solutions integrate with Salesforce, customers now benefit from optimised intelligent call routing, ensuring their calls are connected to the right team member. In addition, personalised IVR messages highlight useful caller information before the call reaches an agent, meaning a more tailored and well-informed experience. As a cloud solution, the technology can also be scaled up and down to suit fluctuations in demand.

Adam Barnes, IT Manager at MyPhoneClub, comments, “With NewVoiceMedia’s cloud technology, we’ve been able to cost-effectively increase the efficiency of our contact centre and provide an unrivalled service to our customers. Reports showing call handling rates are now available at the click of a mouse, which means we’re spending less time on administration while handling calls quicker than ever before. ContactWorld has added real value to our business”.

Jonathan Gale, CEO of NewVoiceMedia, adds, “As ContactWorld is cloud-based and can be deployed quickly, MyPhoneClub has been able to transform its business in record time. Staff can now switch between working from home and the office whenever they choose, without any interruption or inconvenience. Combined with its scalable capabilities, this represents a huge opportunity for MyPhoneClub to grow its business and reduce capital expenditure. But, more importantly, it can offer customers and prospects excellent service, every time they call.”