VERTAFORE USES OMNI-CHANNEL TO REVOLUTIONIZE CONTACT CENTER

Vertafore, a leading software provider for the insurance industry, wanted to revolutionize customer experience. Steve Cox, Vice President of Customer Support and Technology, explains how Vertafore boosted customer satisfaction and increased agent productivity with NewVoiceMedia's Omni-channel routing.

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TRANSITIONING TO AN OMNI-CHANNEL CONTACT CENTRE?

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Consistent Experience

Provide a rich, consistent & integrated experience irrespective of the channel chosen by the customer that also reflects your business priorities for customer service.

Dynamic omni-channel routing

Consistenlty route customers across your channels based on the latest information stored in Salesforce, such as case owner, last agent spoken to, or their latest post-call survey.

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Omni-channel integration can boost efficiency by allowing teams to be skilled on both voice and digital channels. Scaling up or down is simple, since the administration is done within Salesforce.

Omni-Channel Availability & Presence

Salesforce users have only 1 place to set their availability as well as check peer presence, which improves total operational efficiency.

Easier Admin

Reduce administrative complexity by using a consistent set of routing rules for NewVoiceMedia voice and Salesforce digital channels and managing it all from within Salesforce.

Omni-Channel reporting

Keep a close eye on effectiveness across all channels since all channel activity is automatically and consistently logged into Salesforce.

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