Business Issues -> Innovation
Released: 18th June 2013
Mobile communication services provider MyPhoneClub, has deployed cloud-based technology from NewVoiceMedia across its sales and service operation. The company is live on leading contact centre solutions ‘ContactWorld for Service’ and ‘ContactWorld for Sales and Marketing’ with Salesforce integration, to enhance customer service and enable flexible working for staff – while reducing costs.
MyPhoneClub was founded in 2009 and previously operated from a serviced office where staff experienced high call charges and were unable to access real-time reporting. Since deploying NewVoiceMedia’s solutions, the business has benefited from full visibility of its entire contact centre operation meaning staff can be easily managed, and customisable, rich reports allow the company to expose where improvement is necessary.Furthermore, agents have greater job flexibility as they are able to log-on remotely and work from home when necessary.
As the solutions integrate seamlessly with Salesforce, customers now benefit from optimised intelligent call routing, ensuring their calls are connected to the right team member, faster. In addition, personalised IVR messages highlight useful caller information before the call reaches an agent, meaning a more tailored and well informed experience. As a true cloud solution, the technology can also be easily scaled up and down to suit fluctuations in demand.
Adam Barnes, IT Manager at MyPhoneClub, comments, “With NewVoiceMedia’s cloud technology, we’ve been able to cost-effectively increase the efficiency of our contact centre and provide an unrivalled service to our customers. Reports showing call handling rates are now available at the click of a mouse, which means we’re spending less time on administration while handling calls quicker than ever before. ContactWorld has added real value to our business”.
Jonathan Gale, CEO of NewVoiceMedia, adds, “As ContactWorld is cloud-based and can be deployed quickly, MyPhoneClub has been able to transform its business in record time. Staff can now switch between working from home and the office whenever they choose, without any interruption or inconvenience. Combined with its scalable capabilities, this represents a huge opportunity for MyPhoneClub to grow its business and reduce capital expenditure. But more importantly it can offer customers and prospects excellent service, every time they call.”
MyPhoneClub’s membership proposition turns the mobile market on its head by offering any device with flexible usage in exchange for a fixed cost, one month rolling membership fee. Members are not tied into the usual 24 – 36 month contracts and are able to upgrade, downgrade, change device, change carrier, or even cancel their membership – providing complete flexibility. Membership also includes a range of relevant business and lifestyle benefits tailored to the individual’s preferences or needs.
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Published by: IT Analysis Communications Ltd.
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