MobileIron flexes its customer experience muscles with NewVoiceMedia's powerful cloud contact centre technology
NewVoiceMedia, a leading global provider of cloud contact centre solutions, today announced that MobileIron is using its ContactWorld technology to power targeted and consistent customer interactions to more than 6,000 customers around the globe. Dedicated to delivering the best possible experience to both customers and partners, MobileIron chose NewVoiceMedia to help increase engagement and grow business.
MobileIron (NASDAQ: MOBL), a leader in enterprise mobility management (EMM), helps propel enterprises into the next stage in the ongoing evolution of IT by enabling them to embrace mobility as their primary IT platform. With interest and adoption in mobile device management quickly growing, MobileIron needed a customer contact solution that could scale with them.
To support its global workflow and provide consistency to its customer care teams in the US, India and the Netherlands, MobileIron chose NewVoiceMedia because of its extended capabilities and growing number of cloud nodes across the globe. With seamless Salesforce integration, NewVoiceMedia allows MobileIron’s customer agents to have immediate access to a customer or prospect’s entire history of interactions enabling premium service.
“At MobileIron our success relies on working with our customers and delivering the best possible support experience. We selected NewVoiceMedia because it is a powerful technology solution that allows us to do this on a global scale”, said Mike McCarron, vice president of Customer Success at MobileIron. “Seamless Salesforce integration gives our agents insight into valuable customer activity and the flexibility of the cloud allows us to quickly expand to meet our growing global needs without sacrificing customer experience”.
NewVoiceMedia effectively routes and manages inbound calls, email and chat to improve handle times and customer satisfaction. Calls are automatically directed to the right agent, and real-time monitoring means inbound requests can be switched between contacts centers to maximise resources while working across multiple time zones. Outside sales reps benefit from CRM-integrated click-to-dial, local caller ID and automated call logging features to increase sales success and provide greater sales management insight.
“Our cloud technology is ideal for delivering a consistent level of service across the globe, while being flexible and scalable as businesses grow”, said Jonathan Gale, CEO at NewVoiceMedia. “We’re excited that MobileIron chose NewVoiceMedia to deliver on its commitment to provide exceptional customer experiences”.