Cloud technology boosts customer experience


An insurance company has enhanced its service and sales operation with NewVoiceMedia’s ContactWorld.

The business deployed ContactWorld for Service and ContactWorld for Sales and Marketing with Salesforce integration, for a single, shared view of all customer interactions.

The business previously used on-premise technology that was not capable of supporting its anticipated rapid growth and offered limited visibility of performance, call routing and reporting. The innovative insurance company needed a platform that would integrate with Salesforce – for a complete record of customer interactions – and enable the business to provide a premium service.

With the new solution in place, the company benefits from a suite of features. These include access to a customer or prospect’s entire history of interactions from one screen, as well as the ability to make calls directly from within Salesforce – saving time and improving call connections.

With Dynamic Routing, incoming calls are intelligently routed based on CRM data. Rather than treat all callers in a queue with the same level of importance, the company is able to prioritise calls from key partners and offer a personalised service. Call recording is also offered and calls can be stored as required.

ContactWorld also meets the client’s requirements for a solution that can be customised in response to changing business needs. The technology ensures flexibility and scalability, enabling new functionality and consultants to be added.

Jonathan Gale

Furthermore, as all they need is a phone and internet connection, agents can log into the same system wherever they are and work from multiple locations. The platform offers a real-time window into the entire contact centre operation so agents can be managed. Customisable reports also allow the company to expose places where improvement opportunities exist.

“We are very pleased that our client has made such significant improvements since implementation,” said Jonathan Gale, CEO at NewVoiceMedia. “We have not only provided a reliable and feature-rich contact centre, but delivered a completely flexible and scalable solution which will support the company throughout its significant growth this year and beyond”.

Published On: 19th Feb 2014 - Last modified: 22nd Mar 2017
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