Truphone calls for true cloud technology to enhance customer experience
(M2 PressWIRE Via Acquire Media NewsEdge) Global mobile network provider Truphone, has transformed its customer experience as it prepares for rapid growth, with NewVoiceMedia's true cloud contact centre solution ContactWorld for Service. The company, which has built a mobile network without country borders that keeps international business executives better connected, is now able to offer a completely unique, personalised service to thousands of customers around the world.
Currently operating in eight countries, Truphone was recently shortlisted for the Best Enterprise Mobile Service at the Global Mobile Awards (part of the Mobile World Congress in Barcelona). In the same week, it was voted best MVNO at the Telecoms.com awards, held in the same city. The business has grown significantly in recent months and is now ranked 10th of 2,272 global telecommunications providers. With further customer growth predicted in the next year; Truphone needed a global contact centre solution that could handle its rapid expansion, while offering the latest features.
ContactWorld for Service, with Salesforce integration, gives Truphone complete scalability as the business grows, enabling new functionality and consultants to be added in minutes. The company operates a 24/7 multilingual operation across multiple call centres and its highly trained, knowledgeable agents, which are set to increase from 75 to 300 this year, need to be supported with a continually evolving knowledge base and the up-to-date status of mobile networks around the world.
Truphone now benefits from immediate access to a customer's entire history of interactions from one screen and the ability to manage multiple languages. Its advisors provide service in six languages and ContactWorld directs the caller to the right agent every time. Real-time monitoring means calls can be switched between the contact centres to make the most of resources, minimising costs. Customer service consultants are also able to make calls directly from within Salesforce with the click-to-dial function, saving time and improving call connections.
As users log into the same system wherever they are, agents can work from any location, with everything being managed through a real-time window into the entire contact centre operation.
Rod Sheriff, Executive Director of Customer Service at Truphone, comments, "NewVoiceMedia has provided us with a reliable contact centre solution that can easily scale as the business grows, while enabling us to greatly improve our customers' satisfaction. Customers now benefit from a completely personalised experience every time and we're pleased to have reduced our average call waiting time to 13 seconds. We're now looking forward to deploying additional technology from NewVoiceMedia, including social media routing, which will enable us to route callers based on social media data. This will provide us with a more holistic view of the customer and enable us to provide a better quality of service".
Jonathan Gale, CEO of NewVoiceMedia, comments, "With offices in four continents, our true cloud technology is ideal for delivery of a consistent level of service, while being flexible and easily scalable as the business grows. We're delighted that Truphone has made such significant improvements since implementation".
For further information, download the case study at www.newvoicemedia.com
SIGNL, January 2014
NewVoiceMedia powers customer connections that transform businesses globally. The leading vendor's award-winning cloud customer contact platform connects organisations with their customers worldwide, enabling them to deliver a personalised and unique customer experience and drive a more effective sales and marketing team. With a true cloud environment and proven 99.999% SLA guarantee, NewVoiceMedia ensures complete flexibility, scalability and reliability.
Spanning 40 countries and five continents, NewVoiceMedia's 250+ customers include: Topcon, PhotoBox, DPD, Lumesse, QlikTech and Cunningham Lyndsey. For more information visit www.newvoicemedia.com or follow NewVoiceMedia on Twitter @NewVoiceMedia.
Truphone is the only mobile operator in the world that expands the reach of businesses beyond the borders of their home countries. Truphone achieves this by providing customers with multiple international mobile numbers on a single patented SIM card, so international contacts can reach them by making high-quality local calls at a local rate within the Truphone Zone. The Truphone Zone includes Australia, Hong Kong, the Netherlands, the U.S. and the U.K.
Outside of the Zone, Truphone offers regional bundles that provide predictable costs and higher quality network performance in key business areas including Asia Pacific, Europe and North America. Truphone's coverage spans more than 200 countries around the world. Truphone brings people closer to their international contacts, makes them more productive and gives them the international quality of service they deserve.
Headquartered in London, with U.S. headquarters near Research Triangle Park in Durham, N.C., Truphone has offices across four continents and continues to expand globally. Clients include FTSE 100 and Fortune 500 companies across multiple industry sectors.
For further information, please visit www.truphone.com
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