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Recently we hosted a breakfast briefing at the Salesforce Tower 42 office.

The low cloud surrounding the tallest building in the city of London was apt as we discussed how moving the contact centre to the cloud can have a positive impact on non-profit organisations.

We began the morning by introducing NewVoiceMedia's GivingVoice Foundation, which supports charitable organisations in a number of ways (you can read about them here).

We have also recently increased our impact by exploring ways our product can help charitable organisations. This was the main topic of the briefing and was discussed by our first not-for-profit Account Executive, John Bacon.

John is focused on developing opportunities within the third sector, heavily involved with our new partnership with the salesforce.com Foundation, which means our cloud contact centre solution is now accessible to UK charities as part of its foundation ecosystem.

We discussed different ways that our technology can be applied with several different charities and discovered a wide range of potential use cases. For example:

  • If a volunteer was based away from the contact centre and wanted to spend some time taking or making calls for a charity, they could log in from home on a smart phone or laptop and it would be as if they were in the charities’ HQ
  • The ability to pull detailed reports and analyse how your team is taking calls beyond the traditional call duration and call abandonment metrics
  • Calls can be routed by a wide range of criteria. For example, if you have 15 callers in a queue and ten are suppliers and number eleven is a regular donor, the system can move the donor to the front of the queue if their call is maybe more important to your cause
  • If a charity regularly takes calls from the same caller, information will pop-up to show the previous call history, enabling the person taking the call to resolve the situation quickly

The overarching impact of ContactWorld is better relationships with supporters, volunteers and anyone else involved in your mission.

If you are a registered not-for-profit organisation, why not get in contact with us to see how we could impact your daily operation.

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About Tom Furr

Tom is RVP Corporate Marketing at NewVoiceMedia

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