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Ventrica Chooses Salesforce for Improving Multi-Media Contact Services

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Ventrica Chooses Salesforce for Improving Multi-Media Contact Services

February 15, 2013
By Carolyn J Dawson
TMCnet Contributor

Ventrica has selected Salesforce with an aim to improve its outsourced web-chat, social media and e-mail marketing services. Ventrica’s current assets in premium technology from vendors like Avaya (News - Alert) and Altitude will be harmonized by Salesforce. The outsourced contact center, Ventrica believes in using ground-breaking technology for offering improved services to its customers.

In a statement, Pete Edwards, head of IT at Ventrica said, “The explosion of Internet-based businesses and the social media boom has resulted in an increasing demand from clients for new types of customer interactions that go beyond the telephone. Salesforce will enable us to build a robust integrated multi-media and multi-channel customizable platform that will meet our customers’ increasingly diverse needs. For example our agents will be able to hold web chat conversations with customers from multiple websites, with each chat session tailored for both the customer and the agent, in terms of branding, content, and the underlying business process. In addition we can manage e-mail and social media interactions through case management and a robust CRM system.”

Edwards believes that as Salesforce is a cloud-based SaaS solution, Ventrica and its clients will be offered absolute flexibility. Hence, there will be no added requirement for supplementary infrastructure.

Edwards said, “We are also able to integrate Salesforce with our telephony platform on both inbound and outbound dialing. This allows us to pull together the relevant Salesforce and back-office information for the agent while the call is initiating. The ability to gather and share data will be a major benefit for our clients.”

A complete assortment of best-in-class quality, professional outsourced services are offered by Ventrica. The organization offers both, contact center and business processing outsourcing, services at economically viable prices. The organization has the competence and versatility to scale up and down as per business needs, relying on its group of extremely experienced staff and the most up-to-date multimedia technology.

All kinds of campaigns, right from handling the response to a one-off advertising campaign or a completely supervised customer service centre, can be supported by Ventrica. The organization can also offer a professional and experienced telemarketing team for augmenting sales.

Edited by Brooke Neuman
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