Deliver Improved Customer Service

Our old telephony solution was useless at managing large volumes of calls, and the quality of service we received was disappointing. ContactWorld was recommended to us by Star Technologies, our IT providers, and we haven’t looked back since. NewVoiceMedia’s platform effectively manages all calls efficiently so we can serve our customers better. The company’s passion and professionalism shines through in all their work, from providing us with individual call plans to giving us a global snap shot of all the calls in progress.

Last Winter was certainly challenging as a result of the adverse weather conditions, but ContactWorld enabled us to maintain the superior levels of service which have been at our heart for over 300 years. The flexibility and ease of use of the solution meant that it was simple for us to divert all calls to our agents homes and provide continuous service to our customers - no mean feat when all around us was grinding to a halt!

The NewVoiceMedia technology has changed the way we think about network-based call centres.

We already knew what the technology could do. We wanted to use it creatively to target our help where it is most needed. Over the life of the project we expect to achieve gains of £500,000 of extra income delivered into some of the most disadvantaged communities in the area.

NewVoiceMedia’s ContactWorld can be implemented in a matter of days without the need for specialist hardware or software and gives us the technology we need to deliver for our customers.  We are also able to record calls for monitoring purposes and access statistics to highlight busy periods, enabling us to predict when more staff may be needed.

We're used to dealing with fluctuations in demand, but to upscale effectively we need to be highly flexible and adaptable. ContactWorld ensures our infrastructure operates as seamlessly as possible, so that each customer receives excellent service, regardless of the season or weather pattern. We chose NewVoiceMedia as they ticked every one of our requirement boxes. What's great is that we're far more agile now, and with cloud technology we're better prepared than ever before for any upsurge in demand.

What became very clear early on was that NewVoiceMedia was the only vendor who offered a true cloud solution that would allow us to meet our timescales. Other alternatives required us to buy a virtual data centre, which was no good, whereas ContactWorld needed no software and no costly hardware.  All our consultants required was an internet connection and a phone line.

Customer satisfaction is critical to our business, so we wanted the best technology known to man. We’ll now be able to activate our Call Centre agents with just a phone line and internet connection and access reports showing the performance of our call centre at the click of a mouse. This means we can spend less time on administration and focus all our efforts on delivering a market leading customer service.

On average our technical helpdesk receives over 70,000 calls per year, and thanks to ContactWorld we are able to manage these seamlessly

We use management information to continuously improve our customer experience and manage resources, so having the extra granularity of the reporting suit NewVoiceMedia provides as standard has enabled us to improve our overall delivery.  One of the biggest enhancements is the way we can act in a disaster recovery scenario or lack of access to our main facility.  For the first time we can switch calls to another site or allow any agent with broadband connection and a pc to work from home and manage them remotely.

Working with NewVoiceMedia on the IVR service has given us a real strategic edge in this highly competitive market. This allows us to offer our clients a solution that is not only easy to implement, but also more cost effective and secure than traditional PIN Mailers.

ContactWorld for Salesforce enables all incoming enquiries to be dealt with by Future Leader's own expert staff, allowing the team to provide applicants with a fast and personalised response. As an organisation that carries out mass recruitment we now have a really easy way of recording every call that was made. We also now have the ability to easily monitor how long calls take, how many calls a day and it's all going into Salesforce.

Not having to rip out and replace our existing telephone system was a compelling proposition in addition to out-of-the-box integration to Salesforce, and the infinite scalability of the cloud. Using ContactWorld will mean that we don’t have to invest in expensive appliances and hardware to get going quickly, unlike some other vendors

Incerts helps schools throughout England and Wales to use teacher assessment strategically to improve their pupils' learning. Our office is certainly not a call centre, but we need to manage incoming telephone calls very effectively to maximise the quality of the support we provide.

ContactWorld for Salesforce links our telephones to our CRM system so that as soon as the telephone rings we have immediate access to all the information we need to help the caller. After only a very short time this is having a dramatic, positive impact on the service we give to schools.

We selected ContactWorld for Salesforce to help us manage calls more effectively. Also, the way the technology works with Salesforce has really changed the way agents operate. They get seamless access to the full contact history when they receive a call so they can deliver consistently high customer service.

Jamie at Home has grown substantially in our first year of trading.  Due to our continued success we moved offices last year and it was a seamless transition for our in-house call centre. The NewVoiceMedia solution represents a low cost and low risk solution that has been able to grow with us while providing our customers with the high level of service that they expect.

Installed in just a week, ContactWorld provides the team of six with a robust platform for handling large quantities of calls

The contact centre solution in the UK had previously used a hosted solution from another provider, while the Canadian one had on-premise hardware. Neither of the solutions ’spoke to’ each other, meaning that each system was unable to run in tandem.  We looked at several on-premise suppliers and other cloud offerings, but none could match the flexibility, cost-effectiveness and simplicity that ContactWorld provides us with.

As a company, we like to position ourselves as the Facebook of finance, and for this reason the majority of our engagement with consumers is online. But it’s clear that some clients value the personal touch.  We looked at several on-premise suppliers and other cloud offerings, but none could match up to the flexibility, cost-effectiveness and simplicity that NewVoiceMedia’s hosted solution provides us with.

By having a cloud based service that has intelligent routing at the heart of it, our customers will experience a more joined up and personal service. Building great relationships with our customers is paramount to our service, so it makes sense to deliver a unique experience via our customer support team.

NewVoiceMedia provides us with a more strategic partnership than just a network provider. They enable us to reach our customers, and our customers to reach us.

NewVoiceMedia offered us the best solution for our business requirements. The technology was quickly deployed, it brought all our existing and disparate phone systems into one platform and we could also do deep analysis on our customer service performance so we can be really responsive and agile when it comes to making improvements.

Our objective is to capture the information we gather on our customers every day and to utilise it while the callers are in-queue. By migrating to ContactWorld and implementing Individual Caller Treatment strategies we are well on our way to automating our processes.

We spent a year reviewing our Call Centre Technology before deciding on using NewVoiceMedia.  Having looked at all the legacy vendors, we were attracted by the amazing functionality that lurks ‘under the bonnet’ that we can use or not as we choose, and by the commercial model, which allows us to scale up and down as we please.

We have also found that using NewVoiceMedia’s hosted solution has meant that we get greatly increased visibility of agent efficiencies, which means that we have grown the business without having to take on additional supervisory staff.

We had previously outsourced our customer support, but decided to bring it in house to improve the service to our clients. ContactWorld for Salesforce ensures that the team has all the information they need at their fingertips to serve our customers efficiently.

Furthermore, as our sales personnel work across several markets we saw the benefit of extending the solution to this team also so that all sales leads are handled correctly. As an IT organisation, we understand the power of delivering business applications in the cloud and establishing a cloud contact centre was a very appealing proposition.

NewVoiceMedia’s solution not only provided us with an enterprise-level contact centre, but delivered a smooth transition and an instant improvement in our level of service across all our geographies.

Our customers expect a high quality of customer service and personal attention.  The telephone is an important method of communication for them; whether for orders or customer service issues

The old system was problematic and did not support the growth of the company.  Customers were not getting through and were often being dropped off as we could not handle more than five calls at any one time

NewVoiceMedia offers us the best solution for our business requirements and they also have a charitable foundation which supports us throughout the process. This was an important aspect when choosing to work with NewVoiceMedia, along with the implementation of the system, because ContactWorld requires nothing more than a landline and internet connection we were able to keep costs low, which is important as we are a Community Interest Company that relies on donations.

ContactWorld was absolutely the best choice for us.  Since it is a cloud solution we can easily increase the number of agents during busy times for our clients, such as big sporting events. In addition there was no upfront capital investment, which was particularly attractive to me as a start-up business. NewVoiceMedia provided online training to help get our agents up and running quickly, and the service desk has been a great resource for any subsequent queries. Moving forward we have also just agreed an outbound dialler solution with NewVoiceMedia and we are keen to continue to increase our business activities with the company.

NewVoiceMedia's solution not only came in at half the price of the competition, but also offered additional functionality that the others couldn't provide.  The choice was clear to us.

Previously if a customer called into our office with an issue they could speak with one of a number of people - each of whom may handle the call in a different way. There was no real consistency in the service we provided.

With our previous telephony system we had limited reporting capability. The data we now have at our disposal through ContactWorld will enable us to accurately compare performance from year to year, helping us to improve productivity and efficiency at an individual level, but also enable us to hit our business KPIs such as conversion rates and customer retention.

With NewVoiceMedia's cloud technology, we've been able to increase the effectiveness of our contact centres and provide unbeatable service to our customers.

We're constantly out and about, so it's important that we don't miss any business opportunities.  ContactWorld allows us to route all inbound calls to our mobile phones so we're always in contact.  Its the perfect solution for our needs

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

We aim to respond to 95 percent of enquiries within 20 seconds. Using ContactWorld, we have the flexibility to immediately drill down and view whether we’re reaching this target.

I was impressed by ContactWorld in a number of ways: how we could save money and more importantly how it integrated into our business processes.