CrowdSurge Deploys NewVoiceMedia's Solutions to Enhance Customer Calling Experience
August 30, 2012
By Rachel Ramsey, TMCnet Web Editor
Interactive voice response (IVR) technology is a key component of today’s contact centers and offers a number of benefits, such as saving money and time, improving customer service, getting customer feedback and is PCI (News - Alert) compliant. It enables call and contact centers to be more productive and to provide a better service to callers.
CrowdSurge, an online independent ticketing company, offers a platform used to power many artist, brand, promoter and venue online properties. Its website, CrowdSurge.com, was set up as a general sale environment to offer extra reach, marketing and support.
The company is working with NewVoiceMedia (News - Alert), a provider of cloud call center solutions, to quickly deploy a system to manage increases in call volumes and enhance the customer calling experience. CrowdSurge turned to NewVoiceMedia to make sure that ticket purchases receive the best service and that calls are dealt with effectively even during the busiest periods. Each call is intelligently handled with intuitive IVR messaging and efficient call routing helping to connect customers with the right agents.
“Our incumbent technology was six landlines using an Avaya (News - Alert) telephone system, we didn’t want to purchase extra hardware or software and our main challenge was to ensure that calls were not lost and all were answered quickly,” said Noel Edwards, general manager of CrowdSurge. “NewVoiceMedia’s ContactWorld can be implemented in a matter of days without the need for specialist hardware or software and gives us the technology we need to deliver for our customers.”
NewVoiceMedia’s solution, ContactWorld, provides contact center technology as a true cloud service over the Internet, allowing its clients to benefit from enterprise class contact center functionality at a fraction of the cost of traditional system. Its network delivers calls via an existing telephone infrastructure, maintaining high line quality, and uses the Internet to pass along previously collected information that relates the caller to an agent via a “screen-pop” to provide details on the caller.
“Not only is CrowdSurge able to adapt quickly to increases in customer calls, it is also able to handle more on a regular basis, enabling the business to upscale when it needs to, knowing that it has the right technology in place to support this growth,” said Jonathan Gale, CEO of NewVoiceMedia. “It’s because we are a true cloud provider that we can bring the best technology to every single business. What’s more, our technology is lightning-fast to deploy, cost effective and, as proven by our Trust site, offers the highest levels of performance, availability and security.”
ContactWorld's IVR system can be used to handle automated PCI card transactions. The solution also integrates effectively with customer relationship management systems. As with all parts of ContactWorld, the technology is easy to use and configure - everything is managed through a simple web browser.
“The benefits of the new system were noticeable immediately,” Edwards continued. “We are now able to route through as many calls as we receive, meaning no engaged tones or abandoned calls. Instead callers receive a message announcing the hotline and an IVR menu to alert the sales representative whether they want single, group or school bookings. Not only that, we are also able to record calls for monitoring purposes and access statistics to highlight busy periods, enabling us to predict when more staff may be needed.”
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Edited by Brooke Neuman