a leading global provider of cloud contact center and inside sales
technology that enables businesses to have more successful
conversations, today announced that Esker (News - Alert) has transformed its customer
service experience and improved operational efficiencies with its
ContactWorld for Service platform.
Esker is a global leader in document process automation, helping
organizations automate their manual business processes with a suite of
on-demand solutions. Founded in 1985 with headquarters in Lyon, France,
the multi-award-winning company now has 300,000 users of its services.
With legacy on-premise contact center technology that failed to
integrate with its CRM software, Esker found that call handling time was
far longer than it needed to be, and knew it needed to improve the
experience of its customers who call for technical support.
Esker adopted NewVoiceMedia's (News - Alert) cloud contact center solution ContactWorld
for Service to replace its old system. With seamless CRM integration,
the technology intelligently routes incoming calls to the most
appropriate advisor and delivers immediate access to a caller's
information and call history, enabling them to provide a personalized
customer service experience. Additionally, the sophisticated call
recording system allows Esker to better evaluate call handling,
providing valuable and actionable insights into customer experience and
satisfaction. Supervisors can also monitor calls in real time, better
assess their employees' workload, and easily change call plans so that
the team is allocated optimally to meet customer demand.
Since implementation, Esker has increased efficiencies, is offering a
better customer service experience and has access to datato drive
successful decision making. Furthermore:
"Using ContactWorld is even better than we expected," commented Mathieu
Labaune, technical trainer at Esker. "It's great in terms of the look
and feel of the solution, and its functionality, including seamless
integration with our CRM platform, is highly valuable to us. Agents now
receive whispers through their headsets alerting them to the customers'
language and their details pop-up on their screen, meaning they have
detailed insights which can help them provide a completely personalized
service. Additionally, real-time reporting enables us to track patterns
over time and drive further efficiencies."
Dennis Fois, president and COO of NewVoiceMedia, said, "We're delighted
that Esker has experienced such incredible success with ContactWorld;
from savings in average call handling time, to improved visibility of
all agents and 96 percent customer satisfaction. Our true cloud delivery
also means that Esker can re-direct customer calls to mobile phones as a
contingency or operate hot-desk working practices if required."
For further information about NewVoiceMedia and to download the case
study, visit www.newvoicemedia.com
- ENDS -
cloud contact center and inside sales platform delivers more successful
The leading vendor's award-winning customer contact platform
helps organizations worldwide build a more personal relationship with
every customer or prospect. It joins up all communications channels
without expensive, disruptive hardware changes and plugs straight into
your CRM for full access to hard-won data. With a true cloud environment
and proven 99.999% platform availability, NewVoiceMedia ensures complete
flexibility, scalability and reliability.
NewVoiceMedia's 700+ customers include MobileIron, Lumesse, Vax,
JustGiving and Canadian Cancer Society. For more information, visit www.newvoicemedia.com
or follow NewVoiceMedia on Twitter (News - Alert) @NewVoiceMedia.
View source version on businesswire.com: http://www.businesswire.com/news/home/20171207005021/en/
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