NewVoiceMedia, the leading provider of cloud contact centre solutions, has helped Ukash reach the final in the Best use of Cloud Services category of the 2014 UK IT Industry Awards. Run by The Chartered Institute for IT (BCS) and Computing magazine, the Awards are a platform for the entire profession to celebrate best practice, innovation and excellence.
Ukash has significantly enhanced its customer experience and increased ROI since deploying NewVoiceMedia's cloud contact centre technology ContactWorld for Service with Salesforce integration. The leading online cash payment provider implemented the solution in October 2012 to deliver a support service to customers in more than 55 countries, and has since reduced customer effort by 15 percent. Call abandonment is down to less than three percent, first contact resolution has increased to 72% and customer satisfaction has improved considerably.
"The Awards are a showcase for the best in the UK IT industry and we're really pleased to be announced as a finalist", said Emanuela Azzarello, Customer Services Manager at Ukash. "We brought our customer support in-house to offer the very best possible service, and since deploying NewVoiceMedia's cloud technology we've seen incredible improvements in the service we provide, as well as in our business operations".
Commenting on this year's finalists, Adam Thilthorpe, Director for Professionalism at the Institute, said, "As the Chartered Institute for IT, I'd like to congratulate this year's finalists. They showcase not only the innovation and the professionalism of those working in IT, but also demonstrate the importance of IT in delivering business and social benefit".
Stuart Sumner, Editor of Computing added, "The UK IT Industry Awards are rigorously judged and to be announced as a finalist is a great achievement".
The winners will be announced at a prestigious ceremony in London on 12 November.
Find out more about how Ukash has enhanced its customer experience by downloading the new case study.