Calix’s top two technology initiatives were to unite its phone and web communications through their Salesforce CRM and to move their communication systems to the cloud. Ideally they wanted a cloud-based omni-channel solution to better address and prioritize each customer request based on the data held in Salesforce.
By integrating NewVoiceMedia’s ContactWorld for Service with Salesforce, Calix experiences the following benefits:
- Priority 1 service levels jumping to 27% and continued to rise to over 95%.
- For longer response service levels, performance has improved from 80% to 99%.
- Personalized real time metrics that have helped reduce customer wait time by over 30%.
To find out more download the Calix Case Study.
NewVoiceMedia’s vision for omni-channel Salesforce integration was far more advanced and much easier to manage than any other solution we reviewed.