Sure Petcare dramatically improves customer and agent experience
Sure Petcare, a manufacturer of intelligent pet products, have dramatically improved their customer and agent experience with NewVoiceMedia. Faced with bringing their multi-lingual contact centre in-house, Sure Petcare now precisely routes calls to agents who speak the right language or to agents that last spoke with the customer. The NewVoiceMedia cloud solution, tightly integrated with Salesforce, also ensures Sure Petcare keeps their agents happy with remote and flexible working, resulting in great CX and NPS scores.
Golfbreaks.com delivers high-touch customer service for golf vacations
Golfbreaks.com, one of the world's largest and longest established golf travel companies, chose NewVoiceMedia to benefit from a single platform for sales and service teams. Combining voice with all other interactions ensures a single view of the customer within the Salesforce profile. Advanced routing gives agents full visibility of when their customers are calling, so that they never miss an important call. They are able to connect customers with the best possible agent and ensure human contact at all times.
GOLFBREAKS.COM DRIVES UP SALES CONVERSIONS WHILST IMPROVING CUSTOMER SATISFACTION
Golfbreaks.com transitioned from in-house manual systems to Salesforce and Vonage NewVoiceMedia, using the powerful routing engine to ensure customers get to the right agent in the shortest possible time. Sales and service agents are now more empowered, with all the information they need at their fingertips, whichever way the client decides to interact. The routing has been perfected to the extent that 40% of clients never hit the IVR; they go straight through to the agent best positioned to help them. As a result, sales conversion rates are improving, as are customer satisfaction scores.
SHL delivers great customer experience in a complex, global environment
SHL, the world’s leading objective assessment organisation, uses NewVoiceMedia to deliver great customer experience across five operations spanning fifty countries. Intelligent routing gets customers to the best possible agent in the shortest time, alleviating the need to transfer calls within teams. Screen-popping of customer information ensures calls are answered in the correct language and that the agent has the right information to keep the first-time resolution rate at an impressive 98%. Real-time dashboards ensure agents and supervisors are continuously kept aware of the contact centre performance.
Rank Group uses Conversation Analyser to create accurate scorecards to rate customer conversations
Rank Group, a leading gaming and entertainment business, decided to radically change its contact centre focus from cost to customer experience. Using Conversation Analyser, call recordings are taken to a new level, developing a deeper understanding of agent behaviour. The structured data from Conversation Analyser is used to produce a scorecard that gives a far more accurate rating of conversations. The data can also be used to auto-log calls, freeing up agent time to have more customer conversations.
Vertafore uses Omni-Channel to Revolutionise Contact Center
Vertafore, a leading provider of software for the insurance industry, used to have agents who could handle live chat or telephony – but not both. With NewVoiceMedia’s omni-channel capabilities, Vertafore can use skills-based routing to get customer calls to the agent who can best help them regardless of what channel the customer uses to contact the company. Not only has NewVoiceMedia helped make agents more productive, it’s created a better customer experience and a tremendously improved agent experience, too!
