CaaS Featured Article

Advantage Truphone with NewVoiceMedia's ContactWorld Solution

April 29, 2014

Truphone’s (News - Alert) growth and success story began in 2001, when it embarked on a mission to deliver an outstanding international mobile experience around the world. To get an idea of how fast it has grown in the span of thirteen years, it is currently ranked 10th of 2,272 global telecommunications providers. And, with further expansion in the pipeline, it opted for a global contact center solution from NewVoiceMedia.

NewVoiceMedia’s (News - Alert) ContactWorld for Service with Salesforce integration can easily scale as the business grows, allowing Truphone to enhance customer satisfaction. Already known for its ability to keep international business executives well connected, the company is now placed to offer unique, personalized service to customers across the globe.

"Customers now benefit from a completely personalized experience every time and we're pleased to have reduced our average call waiting time to 13 seconds,” noted Rod Sheriff, executive director of customer service at Truphone, commenting on the implementation of the ContactWorld solution.

The benefits for Truphone are many: new consultants can be added in minutes, customers’ interactions will be available on a single screen, and its multilingual operation across multiple call centers will be boosted. With trained agents set to increase from 75-300 in the current year, ContactWorld will support it with an evolving knowledge base and updated status of mobile networks across the world.

Also, ContactWorld helps monitor calls in real-time and directs callers to the right agent every time. Because of Salesforce integration, customer service consultants can make calls directly from within Salesforce with the click-to-dial function. This saves time, optimizes resources, improves call connections and keeps customers and agents happy.

Further, agents can work from anywhere and manage everything through a real-time window, while users can also log into the same system from wherever they are.

"With offices in four continents, our true cloud technology is ideal for delivery of a consistent level of service, while being flexible and easily scalable as the business grows. We're delighted that Truphone has made such significant improvements since implementation," said Jonathan Gale, CEO at NewVoiceMedia.

Apparently satisfied with NewVoiceMedia ContactWorld solutions, Truphone is looking to deploy additional technology that will help route callers based on social media data. It hopes to get a more holistic view of the customer and provide a better quality of service.


Edited by Rory J. Thompson

Article comments powered by Disqus

Related CaaS Articles

The 2015 Internet Telephony Product of the Year Goes to Masergy UCaaS

The available technology in today's ecosystem makes it possible for organizations to communicate with employees, partners and customers using different touch points. With the right Unified Communications as a Service (UCaaS) solution, it is possible to establish a comprehensive set of business communications services designed to connect to all of the resources a company wants to keep in touch with using an IP communication infrastructure that is flexible and scalable, while providing the agility… [ Read More ]
01/20/2015

Convergys Makes Its Leadership Known: Four Straight Years of Gartner Wins

Landing a slot in the Gartner Magic Quadrant listings is no mean feat. It's a recognition of success that only so many businesses can ever achieve, and a clear sign of success in the field. Convergys, meanwhile, has made a fairly major achievement come to pass with its fourth consecutive year of landing a slot in the Gartner Magic Quadrant's Leader rankings. [ Read More ]
01/16/2015

ThinkingPhones Expands Business Phone Functionality through UCaaS

Growth and advancements in the cloud communications space over the past year have yielded a number of benefits, and unified communications as a service (UCaaS) provider ThinkingPhones has definitely been impacted. The company, which just closed a $56.7 million Series D funding round has grown rapidly since its inception in 2006 and now expects to more than double its workforce by the end of the year. [ Read More ]
01/09/2015

Vodafone New Zealand selects CounterPath Bria Softphone for Unified Communications

Vodafone New Zealand is arming its contact center agents with CounterPath Bria softphones. [ Read More ]
01/09/2015

Events

Weekly Live Demo
CaaS Small Center

Register Today!


Weekly Live Demo
Contact Center Solutions

Register Today!