Our work with Calix

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.

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