BMJ uses cloud contact centre solution

The health-care knowledge provider has deployed a cloud contact centre solution from NewVoiceMedia to improve its customer service.

The solution enables BMJ to offer customers a personalised response and improved service levels. Optimised intelligent call routing identifies whether or not the caller is an existing customer and connects them to the appropriate advisor first time. A screen pop provides the agent with the customer’s details based on call history, IVR choice or data in Salesforce, ensuring they provide a well-informed, personalised service. Post-call surveys then monitor customer satisfaction.

BMJ now have full visibility of their entire customer service and inside sales operations through a real-time window and in-depth reporting. Staff also benefit from flexible working, as they are able to log in to the same system no matter where they are – all they need is a phone and internet connection.

As with many organisations, security was a key area that needed to be addressed before the company moved its telephony to the cloud. For NewVoiceMedia, security of customer data is of critical importance to the operation of its platform.

Ola Agboola, Head of Customer Services and Support at BMJ, comments on the integration with Salesforce that ContactWorld provides, “It has been transformative to our business, enabling us to offer excellent customer service while allowing staff to work remotely, whether at home or even in a different country. In fact, we currently have agents in the UK, Singapore and US”.

Jonathan Gale

Jonathan Gale, CEO of NewVoiceMedia, adds, “We aim to help businesses such as BMJ transform the service levels that they are able to offer. Customer service is such a key differentiator, having contact centre technology that delivers a personalised customer experience is vital”.