NewVoiceMedia Provides Success for FCR Media

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Filed under - Contact Centre News,

Vonage has announced that digital marketing agency FCR Media Belgium NV has seen major gains in customer experience and productivity, by implementing the NewVoiceMedia (NVM) solution for sales and service.

Vonage’s NVM solution is used by enterprises for their contact centre and inside sales needs.

FCR Media, a Belgian digital marketing agency for small and medium enterprises and the self-employed, partnered with Vonage to use its NVM solution to embark on two stages of digital transformation.

They deployed Salesforce in mid-2017, followed by the introduction of the NVM solution for sales and service.

With around 30,000 B2B clients choosing the company for website, SEO and marketing, FCR Media has reshaped its business to compete in the digital world with new products, a better customer experience and improved productivity.

Within a year of installing Salesforce and the NVM solution, FCR Media has seen customer satisfaction increase by 50 percent, customer churn reduced by a fifth, its IT budget reduced from €14 million to €6.5 million, and 100 percent cloud platform stability.

“Our commitment to our global community is to listen to each client and create digital solutions that help reach goals and customers,” says Steven Desmet, IT Director at FCR Media.

“When the time came for us to take our promise to the next level, we needed the best out there, and Vonage’s NewVoiceMedia solution is second to none with its innovative Salesforce integration, roadmap and platform stability.”

Since deploying the NVM solution, the productivity benefits have been immense. But, most importantly, we’re now looking forward to being able to provide our clients with a reliable, consistent and personalised customer experience.”

Chris Haggis

Chris Haggis

Chris Haggis, SVP of Customer Success for Vonage, comments: “FCR Media’s digital transformation journey has been an incredibly fulfilling experience as the results in both phases have been great.”

“To see FCR deliver on its mission using the smartest technology in the smartest manner to provide emotive customer service, further advances our vision of what the future of customer experience should be.”

“We look forward to continuing to support FCR Media as it continues its rapid expansion.”

To learn more about the NewVoiceMedia solution, visit:

Author: Jonty Pearce

Published On: 1st May 2019 - Last modified: 7th May 2019
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