NewVoiceMedia (News - Alert) has entered into a strategic association with MyPhoneClub. NewVoiceMedia’s cloud-based technology has been implemented by MyPhoneClub throughout its sales and service functioning.
MyPhoneClub initially functioned from a serviced office with extremely expensive call rates. It was therefore not possible for the MyPhoneClub employees to access instantaneous reporting. After implementing solutions from NewVoiceMedia, the organization has gained total visibility of its complete contact centre functioning. Apart from easy access to customized reports for uncovering the much-needed enhancements, the organization has been able to administer the employees in a simplified manner. Agents are also offered increased job leeway as they can now log on remotely or also work from home if required.
In a statement, Adam Barnes, IT manager at MyPhoneClub, said, “With NewVoiceMedia’s cloud technology, we’ve been able to cost-effectively increase the efficiency of our contact centre and provide an unrivalled service to our customers. Reports showing call handling rates are now available at the click of a mouse, which means we’re spending less time on administration while handling calls quicker than ever before. ContactWorld has added real value to our business”.
The solutions from NewVoiceMedia can also be incorporated with Salesforce. Customers can therefore leverage optimized smart call routing with an assurance that their calls have been connected to the correct team member. Helpful information regarding the caller is made available to an agent before the call with the custom-designed IVR messages. An agent can therefore offer a more adapted and knowledgeable experience to the caller. The cloud-based technology also delivers scalability to address the varying requirements.
Jonathan Gale, CEO of NewVoiceMedia, said “As ContactWorld is cloud-based and can be deployed quickly, MyPhoneClub has been able to transform its business in record time. Staff can now switch between working from home and the office whenever they choose, without any interruption or inconvenience. Combined with its scalable capabilities, this represents a huge opportunity for MyPhoneClub to grow its business and reduce capital expenditure. But, more importantly, it can offer customers and prospects excellent service, every time they call.”
Edited by Alice Koganova