NewVoiceMedia has a new notch to add to its belt, its latest integration with Ukash, an online cash payment provider, helped the payment company win the Innovation and Improvement 2014 award at the London and South East Contact Center Forum Awards.
NewVoiceMedia is a contact center solutions provider with a customer base currently concentrated in the UK, US and France. Its products include ContactWorld for Sales & Marketing, which help bring sales and marketing closer together; ContactWorld for Service, which gives companies the ability to personalize customer interactions; ContactWorld Perform, a workforce management delivery solution; ContactWorld for Disaster Recovery, a cloud solution that works with legacy capabilities.
A recent addition to the NewVoiceMedia portfolio was its integration with the popular Salesforce customer management system. In fact, the company’s ContactWorld for Salesforce was a key attraction for Ukash.
Commenting on the award, Emanuela Azzarello, Customer Services Manager at Ukash said, "Ukash is dedicated to providing customers with the very best experience, so we’re thrilled to have been recognized for our hard work with such a prestigious award.” Azzarello further noted that, “With ContactWorld, we now have complete visibility of our business metrics and have seen measurable improvements in the service we provide. Costs have been reduced by 45 percent, efficiency has improved by 102 percent and most importantly, [and] customer satisfaction is at an all-time high.”
Backing up the reason why customer satisfaction is so high, in receiving the award Ukash said that it has the company has been able to provide help and support services to over 50 countries and has reduced customer effort by 15 percent since implementing the ContactWorld for Service with Salesforce solution last year. Contact with customers for the first time has increased over 70 percent and call abandonment has seen a slight decrease.
In addition, Ukash has been able to reduce expenses and improve customer satisfaction at the same time. The CEO of NewVoiceMedia said the award just benchmarks the excellent service it and other companies such as Ukash are trying to offer customers.