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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

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