News : Esker Moves to the Cloud to Transform Customer Service Experience
San Francisco, December 2017 -- NewVoiceMedia, a global provider of cloud contact center and inside sales technology, announced that Esker has transformed its customer service experience and improved operational efficiencies with its ContactWorld for Service platform.
Esker is a global provider in document process automation, helping organizations automate their manual business processes with a suite of on-demand solutions. With legacy on-premise contact center technology that failed to integrate with its CRM software, Esker found that call handling time was far longer than it needed to be, and knew it needed to improve the experience of its customers who call for technical support.
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Esker adopted NewVoiceMedia’s cloud contact center solution ContactWorld for Service to replace its old system.
"Using ContactWorld is even better than we expected," commented Mathieu Labaune, technical trainer at Esker. "It’s great in terms of the look and feel of the solution, and its functionality, including seamless integration with our CRM platform, is highly valuable to us. Agents now receive whispers through their headsets alerting them to the customers’ language and their details pop-up on their screen, meaning they have detailed insights which can help them provide a completely personalized service. Additionally, real-time reporting enables us to track patterns over time and drive further efficiencies."
Dennis Fois, president and COO of NewVoiceMedia, said, "We’re delighted that Esker has experienced such incredible success with ContactWorld; from savings in average call handling time, to improved visibility of all agents and 96 percent customer satisfaction. Our true cloud delivery also means that Esker can re-direct customer calls to mobile phones as a contingency or operate hot-desk working practices if required."
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About NewVoiceMedia :
NewVoiceMedia is a global provider of cloud technology which helps businesses sell more, serve better and grow faster
Esker helps organizations eliminate manual processes, gain process visibility and control, and reduce the use of paper by automating the flow of documents into, within and out of the organization. With patented document delivery automation software and hosted document delivery services, Esker offers a solution to automate business information exchange.
Published: Tuesday, December 12, 2017
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