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MobileIron Improves Sales & Customer Service with Cloud Contact Center

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February 19, 2015

MobileIron Improves Sales & Customer Service with Cloud Contact Center

By Clayton Hamshar, Contributing Writer

MobileIron, a global provider of Mobile Device Management (MDM) and Enterprise Mobility Management (EMM) solutions, has been experiencing substantial success with regards to customer experience and sales from its investment in cloud contact solutions, provided by NewVoiceMedia (News - Alert). MobileIron integrated into its Salesforce ecosystem the latter company’s ContactWorld for Service solution to optimize customer service operations and ContactWorld for Sales and Marketing to drive sales growth and general marketing success.

MobileIron’s security and management software for mobile apps, contents and devices serves a global network of more than 300 partners and 7,500 customers spanning the U.S., India and the Netherlands. NewVoiceMedia’s solutions help the company manage call flows and spikes; customer service experienced a 20 percent reduction in average handle times. ContactWorld includes integration with Customer Relationship Management (CRM) to provide sales and marketing teams with customer and prospect data.

Furthermore, MobileIron’s caller line identification is integrated with Salesforce for a reduction in call lengths by as much as 20 percent. The ContactWorld dynamic routing system for service tickets uses data from Salesforce to connect every call with the most qualified agent, who is then able to offer a unique, personalized caller experience. An intelligent queue system ensures calls are handled quickly and effectively.

“Everything we do as an organisation is focused on consistent delivery of excellent service and sales performance on a global scale,” said Mike McCarron, Vice President of Customer Success at MobileIron. “Thanks to NewVoiceMedia, we have seen a strong improvement in customer satisfaction over the last six months. The NewVoiceMedia team has been an incredibly strong partner throughout the deployment process ensuring that it went smoothly and without customer disruption.”

NewVoiceMedia’s flexible scalability makes its solutions ideal for a globally-minded company like MobileIron. As the company’s platform is entirely cloud-based, MobileIron can grow its contact center network - as it plans to do into the U.K. - in a matter of days instead of months. In addition, ContactWorld can be expanded on-demand to keep up with changing needs.

“Since we began working with MobileIron we knew the company had a strong vision for delivering a world-class customer service and sales experience,” said Jonathan Gale, CEO OF NewVoiceMedia. “Our cloud technology delivers a scalable, global infrastructure, and were delighted to hear that the results have exceeded MobileIron’s expectations and helped them build a competitive edge.”

Edited by Maurice Nagle

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