Contact Center Solutions Featured Article

Ukash Wins Innovation and Improvement Award

May 29, 2014

NewVoiceMedia (News - Alert) 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.




Edited by Peter Bernstein

Article comments powered by Disqus

Related Contact Center Solutions Articles

Georgia County to Receive New Call Center

Recent news emanating from Georgia's Henry County indicates that a global payments company will soon create a new call center in the city of McDonough and, with that new center, will create up to 450 jobs. [ Read More ]
09/17/2014

New TSYS Contact Center to Open in Georgia

Columbus, Georgia-based credit card and payment processor TSYS has announced they are making preparations to open a new contact center in McDonough, Georgia. The new contact center, located near Atlanta, is expected to open positions for up to 450 employees. [ Read More ]
09/17/2014

Omni-Channel Success: It's All About the Data, and the Process

Research has shown that providing detailed product information helps customers make buying decisions more quickly, and retailers and brands are making efforts to capitalize on that. Whereas a few years ago, product listings may have included price, one or two photos and a basic product description, today's product information includes detailed, keyword-rich descriptions for SEO, additional photo views, videos, product comparisons, "people who bought this also bought" recommendations, warranty in… [ Read More ]
09/16/2014

Call Centers in Philippines Concerned with Talent Pool and Attrition

A recent study concerning call centers in the Philippines suggests that companies in the region fear that their talent pool is drying up and that employee retention continues to be a large problem in the industry. [ Read More ]
09/16/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!