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News : Netcall Signs Five-year Agreement
July 8, 2014 -- Hemel Hempstead-based Netcall has signed an agreement with Cairn Housing Association to manage its entire end-to-end customer engagement process.
The financial value of the five-year contract was not revealed but the customer engagement software provider will enable Cairn to "overhaul the way it interacts with customers".
Cairn will use Netcall's customer engagement suite to engage via email, SMS messaging, web chat and social media integrated with customer relationship management (CRM) software all through a single interface.
Cairn said its primary goal is to ensure that customers are able to speak to a member of its team quickly and that as many queries as possible are dealt with at the point of contact.
Netcall chief executive Henrik Bang said: "This is a great example of a customer combining multiple elements of the Netcall engagement suite, including CRM and social media, to ensure its customers have best-in-class service delivery, thereby increasing customer satisfaction while also improving internal efficiencies.
"Our Liberty platform enables our customers to implement an integrated multichannel customer engagement environment which can be managed seamlessly with cutting-edge software and linked to process management capabilities.
"We are delighted to be working with Cairn Housing Association, providing the tools it requires to meet the evolving needs of its customers." Jason MacGilp, chief executive of Cairn Housing Association, added: "We anticipate that our new contact centre and partnership with Netcall is going to revolutionise Cairn's approach to customer service."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Capability And Reliability
More Editorial From Netcall
Seamless customer engagement begins and lasts with Netcall. Contact centre technology designed with your customers experience in mind, allows you to access data and content where it’s needed using our smart, user-friendly and beautifully designed solutions. Create a universal queue and consistently manage service delivery across all channels. Join-up your contact centre’s front and back-office systems and deliver integrated automated workflows that promote first contact resolution. Keep customers informed and reduce inbound contact using proactive outbound messaging. Gain quantifiable visibility and control of volatility. Face each day with confidence, optimise the deployment of your trained and motivated agents. Improve the customer journey with high quality customer interactions, while enjoying lower operating costs. Netcall is proud to serve over 700 organisations. Be empowered to deliver superior customer service any time, any place, anywhere.
Published: Thursday, July 10, 2014