As the world’s largest developer and manufacturer of positioning systems; Topcon’s specialized support agents are on the front line of product support, and are continually working to research and resolve product issues reported by their customers. Topcon deployed NewVoiceMedia’s ContactWorld in their customer service operations in the US which has provided a flexible platform for growth and reduced capital investments. Other benefits Topcon have found using ContactWorld for Service include:
- Dynamic call routing – saves time
- Right agent, first and every time
- Post-call surveys – Simple way to measure CSAT
- Cost savings
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.