Vertafore uses Omni-Channel to revolutionize the Contact Center
Vertafore, a leading software provider for the insurance industry, wanted to revolutionize customer experience. Steve Cox, Vice President of Customer Support and Technology, explains how Vertafore boosted customer satisfaction and increased agent productivity with NewVoiceMedia's Omni-channel routing.
Earlens improves Customer Experience with intelligent routing.
Earlens manufactures a revolutionary hearing aid and wanted to deliver personalized concierge service using case-based routing. Damon Boyce, Audiologist & Salesforce Administrator, discusses how Earlens improved customer experience, enhanced the agent experience, and gained deeper business insights with NewVoiceMedia's intelligent routing.
Cradlepoint uses NewVoiceMedia to improve the Contact Center Experience
Cradlepoint is a global leader in 4G LTE wireless routers and wanted a better Contact Center experience. Cory McNutt, the Salesforce Administrator, explains how Cradlepoint uses Caller ID, case-based routing, and screen pops to prepare agents, boost first-call resolution, and reduce agent handle time with NewVoiceMedia's intelligent routing.
SixPackAbs scales operations with Conversation Analyzer
SixPackAbs is a fitness product and services provider that needed a solution to help manage dramatic growth to better support operations and ensure service quality. Chase Larson, the CTO of SixPackAbs, discusses how NewVoiceMedia’s Conversation Analyzer enabled them to train the team to sell better and support customers more effectively by recording, analyzing, and understanding every single phone conversation all from within the Salesforce environment.
MTD Products boosts Net Promoter Score (NPS) by focusing on the agent experience
MTD Products manufactures outdoor power-equipment. Laura Hind, IT Manager, details how MTD Products boosted its NPS by giving agents greater visibility into the queues, making call recordings accessible to agents for self-coaching, and providing agents with the data they need to make every customers conversation more rewarding.
SixPackAbs secures payments with PCI integration
SixPackAbs wanted to ensure the security of online payments for customers. Daniel Carroll, Chief Technology Officer, explains how SixPackAbs uses PCI integration with NewVoiceMedia to boost PCI compliance, reduce credit card fraud, and improve the customer experience.
Vertafore customers have realized shorter hold times, additional means of communication and a better overall experience since Vertafore implemented NewVoiceMedia solutions.
MTD’s digital transformation program using NewVoiceMedia is dramatically improving customer experience and operational efficiency.
Benefit Management Solutions quickly and easily serves clients and employees and has robust disaster recovery capabilities from using NewVoiceMedia.
NewVoiceMedia’s telephony infrastructure and skills-based call routing has enabled ADS to improve call quality and ease of use for the CSS team, promoting a more efficient contact center environment.
Uniplaces now achieves a call abandonment rate of less than 2%, thanks to NewVoiceMedia’s integration with Salesforce, as calls are routed based on customer phone numbers vastly improving customer journeys.
… it’s plug and play integrations with our CRM provider was a huge plus. The next step is to utilize what we know about our customers to truly differentiate the service we provide.