WGBH was looking for a Mac-friendly cloud contact centre solution to provide greater flexibility in handling and routing calls. The solution also needed to enable the contact centre to be self-sufficient for set-up and ongoing management, providing real-time flexibility and eliminating expensive IT support. Since NewVoiceMedia’s ContactWorld Service was implemented (in just four days), WGBH hasn’t looked back. These are just some of the many benefits:
- Real-time reporting improving team performance
- Easily prioritise callers to build relationship and brand
- Disaster Recovery
- Agent Coaching
- Impressive business results overnight
We had a vision of what could be done, but lacked the right technology. ContactWorld offers us everything we need so that we can best respond to and engage with our community. Furthermore, NewVoiceMedia was involved every step of way, helping us implement a solution that solves our key pain points.