U.K.'s The Green House Deploys NewVoiceMedia's ContactWorld Telephony Solution

By Jayashree Adkoli
TMCnet Contributor

According recent research reports, 71 percent of a business’ customers are annoyed when they cannot reach a live customer service agent over the phone. Such dissatisfaction, naturally, can directly affect sales of the offending business.

Consequently, more and more businesses have started paying closer attention to customer service by deploying advanced customer relationship management (CRM) tools. If customer service improves, almost by default, a business can increase its sales and gain market share even during lean economic recovery times.

Thus, in an effort to improve its customer satisfaction ratings, U.K.-based environmental services provider, The Green House, has implemented NewVoiceMedia’s (News - Alert) true cloud telephony solution.

NewVoiceMedia is a provider of cloud contact center and voice solutions designed to help businesses of all sizes to deliver better customer experience, quickly and securely.

According to The Green House, it handles approximately 20,000 outbound and 13,000 inbound calls each year. As a result, its 25 employees were finding it difficult to keep up, negatively affecting customer service.

In order to address this issue, The Green House deployed Salesforce CRM and integrated NewVoiceMedia’s ContactWorld for Service technology.

ContactWorld is NewVoiceMedia’s true cloud solution. It’s been designed to provide fast and personalized response to customers, while improving overall service and satisfaction levels and reducing a business’ expenditures. It also provides complete visibility of its entire contact center operation through in-depth reporting.

With the help of NewVoiceMedia’s true cloud solution, The Green House is now able to have complete control over its customer experience. As cited by the company, its callers now benefit from optimized intelligent call routing, which more quickly connects callers to the appropriate team member.

Additionally, the NewVoiceMedia’s true cloud solution provides a company with screen pop that provides the call handler with the client’s details based on call history, interactive voice service (IVR) or CRM data. This feature helps the company’s call center agent to deliver a well-informed, personalized service.

In addition, the ContactWorld for Service solution is cloud-based. This feature helps employees to be more responsive, as they will be able to log in anywhere, at any time.

Robert Twiselton, managing director of The Green House, said in a statement, “ContactWorld was implemented quickly and smoothly, and we haven’t looked back since. The technology fairly distributes calls between staff, so clients don’t have to worry about being on hold or any calls going unanswered. Together with the more personalised service we are able to offer, our customer satisfaction has improved considerably”

Jonathan Gale, CEO of NewVoiceMedia, added, “As a rapidly expanding business, the green house wanted flexible, scalable telephony with no system barriers to hinder that growth. The business is now benefiting from true cloud contact center solutions that enable them to deliver excellent service to clients every time they call, and on-demand expansion of services in line with growth”