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News : Fix Auto UK Selects Vodafone storm to Deliver Personalised & Efficient Interactions

#contactcenterworld, @cgchirp

Fix Auto UK, an independently owned vehicle repair centre, has selected Vodafone storm(R) to enhance customer experiences. Fix Auto UK is a fully-branded franchised body shop network with sites repairing vehicles each year, and receives inbound customer enquiries through a variety of channels.

As part of its plans to move from an outsourced contact centre, delivered through a Business Process Outsourcing (BPO) provider, to a cloud contact centre platform, Fix Auto UK identified Vodafone storm(R) following recommendations from other automotive brands. Fix Auto UK were impressed by its solution and subsequently selected Vodafone storm(R)

 

"As a leader in the accident repair space, Fix Auto UK receives a high number of inbound interactions from customers and we are delighted it has selected Vodafone storm(R) to take its CX to the next level," explained Edward Winfield, Director Global Partnerships at Content Guru. "Increased contact channels, personalisation and reporting will ensure Fix Auto UK can provide first-class, seamless experiences to its growing customer base. We look forward to working alongside the Fix Auto UK team to constantly improve experiences for agents and customers."

"As part of our ongoing investment programme we have developed our own, in-house, customer service division that handles large amounts of traffic and we needed a cloud-based, user-friendly system that would futureproof this area of the business," said Gary Churcher, Fix Auto UK’s Head of Systems and IT. "Vodafone storm(R) ensures phone calls, emails, SMS texts, WhatsApps and web chats are accessible via one user-friendly platform with the added ability to provide detailed reports for ourselves and our customers."

#contactcenterworld, @cgchirp

 


About Content Guru:
Company LogoContent Guru is a global provider in cloud communications solutions. We deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the 𝘀𝘁𝗼𝗿𝗺® platform. 𝘀𝘁𝗼𝗿𝗺 Customer Engagement and Experience platform brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.
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Today's Tip of the Day - Environmental Considerations

Read today's tip or listen to it on podcast.

Published: Tuesday, May 14, 2024

Printer Friendly Version Printer friendly version

2024 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.) 
Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

6.) 
Pointel

Genesys Workforce Management
WFM Voice Self-Service allows agents and supervisors to access and update workforce management information from any telephone. Leveraging the Genesys Voice Platform and its open standards-based techonologies such as VoiceXML, robust applications can be developed to provide "anytime, anywhere" access to WFM planning and scheduling and real-time fuctions. These valuable additions to the standard WFM solution can be tailored to meet the unique needs of the contact center.

WFM Voice Self-Service can be deployed either in enterprise premises or hosted in a service provider's network.

If the client is a Genesys Voice Platform customer, they can run WFM Voice Self-Service on the Genesys Voice...
(read more)

7.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
 

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