Ukash, a leading provider of online cash payment, has improved the customer experience and ROI, increased by innovative cloud contact center technology of NewVoiceMedia. The company has implemented ContactWorld for Service, a scalable solution with Salesforce integration, for a single, shared view of all interactions with customers.
The UK-based company had previously outsourced customer service, but selected ContactWorld to telephone conversations with the support service as it moves the internal Department, to focus on an improved customer experience and get complete control of the operations.
The solution was implemented in addition to implementing Salesforce CRM. ContactWorld integrates seamlessly with Salesforce CRM to track all calls and customer service levels measured, Ukash with voice communication addition to its Salesforce CRM system.
Ukash has a rich set of features, including dynamic routing, intelligent incoming calls based on data from Salesforce process. Rather than treat all callers in a queue with the same meaning, the company can more quickly priorise VIP customers, solve existing conversations and recognize international callers and route to agents to speak their language.
The solution provides direct access to a customer or prospect entire history of interactions from one screen and easy call recording allows for a full record of calls is held-a valuable tool for troubleshooting and training. Employees can talks directly from Salesforce with the click-to-dial function, save time and improve the call connections.
Agents can also log in to the same system, where they are, if all they need is a telephone and internet connection, which means that they can work from different locations. The platform provides a real-time window into the entire contact center operation so agents can be easily managed, and customizable, rich reports expose the company let where improvement opportunities exist.
As with many organizations, was reliability an important area that had to be addressed before the company moved its telephone to the cloud. Ukash had full confidence in NewVoiceMedia due to its 99.999% availability SLA and public confidence Site (www.newvoicemedia.com/trust), which shows how platform performance and availability in real time. Customer data protection is also essential for both companies, and as such, is the only cloud contact center vendor NewVoiceMedia ISO27001 certified and compliance with PCI-DSS level 1.
"We brought our in-house customer support in an effort to provide the best possible service, and this certainly have achieved since the implementation of ContactWorld," said Emanuela Azzarello, Customer Services Manager on Ukash. "We now have full visibility of our business metrics and measurable improvements in the service we provide. Reduced average processing time, abandonment rates by 1 percent, improved the management of our Department and increased ROI on our previous model ".
Ukash Operations Director Shiraz NewVoiceMedia 220â, adds, "not only provide us with a reliable and feature-rich contact centre, but a fully flexible and scalable solution. We can add new country support lines within days and not requires expertise to make changes. We have certainly got more control over our customer experience than ever before ".
Jonathan Gale, CEO, NewVoiceMedia, comments, "Ukash currently operates in over 55 countries, so that real cloud technology ideal for the delivery of an integrated and consistent level of service. It is also scalable as the company, without the headache of integration, upgrades and maintenance is growing. We are very happy that the company has made such significant improvements since the implementation ".
Ukash is an international company with an established, with which consumers around the world for shopping, payment, shipping and online, play with cash safe, secure and easy. Ukash is recognized for its significant levels of growth in recent years and was last month honored at the Queen's Awards for enterprise for the third consecutive year for its outstanding contribution to international trade.
For more info on NewVoiceMedia, visit www.newvoicemedia.com.