Contact Center Solutions Featured Article

TNT to Deliver Great Customer Service via Cloud with NewVoiceMedia

December 19, 2014

Europe’s largest global express, logistics and international parcel and mail services company U.K.-based TNT , which bills itself as “The People Network,” has gone to the cloud for its contact center operations.  San Francisco, CA-based cloud contact center solutions provider NewVoiceMedia recently announced that TNT UK is using its ContactWorld solution to enhance its customer experience and improve operational efficiencies across the business.

TNT signed a two-year agreement to implement ContactWorld for Service with Salesforce integration. Its decision is indicative of what is happening globally as contact centers transition to next generation capabilities. TNT chose to replace its legacy on-premise software with a cloud-based solution. The move is an integral part of the company’s strategy to use state-of-the-art technology to differentiate itself in the hotly competitive logistics and parcel delivery business. This is a business that is highly technology-centric  where literally every second really matters and information on what is going on regarding every step of the way is hyper critical. It is why having a modern customer interactions platform is so vital while at the same time it as importantly improves efficiencies in contact centers and reduces operating costs.

Since deploying the NewVoiceMedia solution in October, TNT has reduced average handling time and improved customer satisfaction.  TNT's customer agents now have immediate access to a customer's entire history of interactions and inbound calls. In fact, NewVoiceMedia points out that all incoming calls are intelligently managed and routed, ensuring that callers are connected to the right team member - improving handling time and customer satisfaction.

Phil Parkin, CIO at TNT UK, comments, "Through ContactWorld's integration with Salesforce, we have the detailed insight, reporting and call recording that we were looking for, meaning our people can spend more time supporting customers and less time handling administrative tasks. Aligning our customer services with our overall business strategy is an important step for TNT and has already been transformative to our business."

Jonathan Gale, CEO of NewVoiceMedia, added, "Our true cloud platform enables TNT to deliver a consistent, personalized experience to its thousands of U.K. customers, and is easily scalable and highly cost-effective when compared with on-premise or even other hosted contact center solutions. We are extremely pleased to be working with TNT and are confident that ContactWorld for Service will help further strengthen its leading position in the market, as the company and its customers recognize immediate benefits from the solution."

One of the interesting trends of 2014 has been that contact centers moving to the cloud have grown bigger in terms of the number of seats involved.  In short, large enterprises have been convinced that the cloud is secure and provides a host of operational and cost advantages that have become almost irresistible. Another trend represented in this implementation is the need for integration with CRM systems. While probably a no-brainer in the delivery business, this need for giving contact center agents a real-time view of a customer’s interactions and the history of their order has never been more important. Information silos can no longer stand alone and 2015 promises to see the integration of contact center solutions with a slew of back office capabilities accelerating.

If Contact Center Solutions are your passion as well as your profession, you should seriously consider registering today to attend ITEXPO East being held January 27-30, 2014 in Miami Beach. This is a great opportunity to hear, see and discuss contact center issues in person with peers and subject matter experts.

Edited by Maurice Nagle