American Public Media Group uses NewVoiceMedia to dial up service quality with dynamic call routing
NewVoiceMedia, a leading provider of cloud technology that helps businesses sell more, serve better and grow faster, today announced a new contract with American Public Media Group (APMG), a premier producer and distributor of public radio programming. APMG has deployed ContactWorld for Service, NewVoiceMedia’s customer communications platform, to enhance its customer experience.
As an organisation with more than 49 public radio stations across five U.S. states, APMG required a phone system that could correctly route inbound calls from members and listeners to the most appropriate agent. It needed a system that was efficient and able to maintain quality connections regardless of location.
ContactWorld for Service provides advanced contact centre capabilities like dynamic call routing, intelligent IVR and customer-agent visibility. Its deep Salesforce integration allows the solution to work in collaboration with the CRM platform to provide better customer context to service agents.
“NewVoiceMedia supports the automation of our incoming calls, and because we are able to programme dynamic call flows based upon the numbers called, time of the day and customer attributes, it helps our staff to respond efficiently to those calls and provide excellent customer service to our members and listeners”, said Rajesh Kapur, director IT business systems for American Public Media Group.
“ContactWorld is a flexible platform that can mold to fit the needs of any business”, said Jonathan Gale, CEO of NewVoiceMedia. “Our solution creates engaging customer experiences for both inbound and outbound call traffic, even if it is across state, county, or country lines”.