Ukash, a leading online cash payment provider, has enhanced its customer experience and increased ROI, with innovative cloud contact centre technology from NewVoiceMedia. The company has implemented ContactWorld for Service, a scalable solution with Salesforce integration, for a single, shared view of all customer interactions.
The UK-based company had previously outsourced customer services, but selected ContactWorld to handle support calls when it moved the department in-house, to focus on an improved customer experience and gain complete control of operations.
The solution was implemented alongside deployment of Salesforce. ContactWorld integrates seamlessly with Salesforce to ensure all customer calls are tracked and service levels measured, providing Ukash with voice communications that are complementary to its Salesforce CRM system.
Ukash benefits from a rich suite of features, including Dynamic Routing, which intelligently routes incoming calls based on data from within Salesforce. Rather than treat all callers in a queue with the same importance, the company can priorise VIP customers, resolve existing calls more quickly and recognise international callers and route to agents speaking their language.
The solution offers immediate access to a customer or prospect's entire history of interactions from one screen, and easy call recording ensures a complete record of calls is kept – an invaluable tool for issue resolution and training. Staff can make calls directly from within Salesforce with the click-to-dial function, saving time and improving call connections.
Agents can also log into the same system wherever they are, as all they need is a phone and internet connection, meaning they can work from multiple locations. The platform offers a real-time window into the entire contact centre operation, so agents can be easily managed, and customisable, rich reports allow the company to expose where improvement opportunities exist.
As with many organisations, reliability was a key area that needed to be addressed before the company moved its telephony to the cloud. Ukash had complete confidence in NewVoiceMedia due to its 99.999% availability SLA and public Trust Site, which demonstrates platform performance and availability in real-time. Security of customer data is also of critical importance to both businesses, and as such, NewVoiceMedia is the only cloud contact centre provider to be ISO27001 certified and have Level 1 PCI-DSS compliance.
"We brought our customer support in-house in an attempt to offer the very best possible service, and have certainly achieved this since deploying ContactWorld", explains Emanuela Azzarello, Customer Services Manager at Ukash. "We now have complete visibility of our business metrics and have seen measurable improvements in the service we provide. We've reduced average handling time, achieved call abandonment rates of 1 per cent, improved the management of our department and increased ROI on our previous model".
Ukash Operations Director Shiraz Sonday, adds, "NewVoiceMedia not only provided us with a reliable and feature-rich contact centre, but delivered a completely flexible and scalable solution. We can add new country support lines within days and don't require IT expertise to make changes. We've definitely got more control over our customer experience than ever before".
Jonathan Gale, CEO, NewVoiceMedia, comments, "Ukash currently operates in more than 55 countries, so true cloud technology is ideal for delivery of an integrated and consistent level of service. It's also scalable as the business grows, without the headache of integration, upgrades and maintenance. We're very pleased that the company has made such significant improvements since implementation".
Ukash is an established international company that enables consumers around the world to shop, pay, send and play online, using cash safely, securely and conveniently. Ukash has been recognised for its significant levels of growth in recent years and was last month honoured in the Queen's Awards for Enterprise for the third consecutive year for its outstanding contribution to international trade.