Vaillant Deploys NewVoiceMedia's ContactWorld for Service

By Michael Guta
TMCnet Contributing Writer

The customer experience is no longer determined by a visit to a brick-and-mortar store. The Internet, e-commerce, social media, mobile technology and cloud computing have forever changed how consumers interact with the companies they choose to do business with. Without a comprehensive strategy incorporating all these technologies and other touch points such as contact centers, a poor customer experience is to be expected for today’s consumer. Invariably this will lead to high churn rates of those hard earned customers. In order to avoid this outcome Vaillant, a global heating technology manufacturer, has deployed NewVoiceMedia’s (News - Alert) cloud contact center solution, ContactWorld for Service.

Vaillant receives more than 600,000 inbound calls annually to its contact center, and with this technology, has been able to successfully resolve these issues while achieving better customer and employee satisfaction.

NewVoiceMedia, provider of cloud contact center and voice solutions, developed ContactWorld for Service to give center operators the flexibility and functionality to deliver superior customer service. Vaillant made the choice to migrate to this cloud solution to overcome many of the hurdles its legacy on premises technology couldn’t deliver.

One of the immediate benefits was the ability to make calls automatically and directly from within Salesforce. In the past this was carried out manually with agents getting the numbers from Excel spreadsheets, which was extremely inefficient and prone to error rates. According to the company, dialing errors have reduced to zero, and the efficiency rate has improved by 200 percent.

 “We wanted to future-proof our contact center and ensure continuous improvement, which we’re achieving through NewVoiceMedia’s technology. Our advisors adopted the solution easily and it has revolutionized our customer service efficiency, while improving both customer and employee satisfaction,” Andrew Naylor, commercial manager, service, at Vaillant.

ContactWorld for Service is built on the company’s guaranteed 99.999 percent service availability with backups and real-time data on how its services are performing. These are important attributes when an organization is looking to deliver reliable customer experience.

Additional features provided by the platform include the following:

• Dynamic routing to direct calls based on the specific needs of customers;
• Instantly change routing and messaging to give customers the latest news and services that they may require;
• Work from anywhere with Flexible working;
• Empower agents to deliver great service with comprehensive customer records and screen pops;
• Salesforce1 Mobile app integration for service on the move;
• Historical reporting with 90 days of calls recording and real-time dashboards.

Businesses are aware that it is cheaper to keep existing customers than to acquire new ones. In today’s customer centric environment, negative customer experience can drive consumers away. NewVoiceMedia’s ContactWorld for Service offers organizations the ability to deliver personalized customer experiences with the right technology for reducing the time it takes to achieve positive business outcomes.