News : NewVoiceMedia’s Cloud Technology Transforms Entanet’s Customer Experience
San Francisco, December 3, 2015 -- NewVoiceMedia, a global provider of cloud technology, announced that Entanet has transformed its customer experience with ContactWorld for Service. Since deploying NewVoiceMedia’s solution, the voice and data communications provider has been able to answer incoming calls within just 20 seconds and is consistently meeting its partners’ expectations.
Entanet has invested heavily in developing a MPLS network to deliver voice and data connectivity services. The company’s in-house telephone system was limited in functionality, with customers often experiencing a long wait to be connected with an agent. Call recordings took three weeks to retrieve and the call plan took the same time to implement; both too slow for a dynamic, rapidly-growing communications business, for which speed and flexibility was crucial to serve more and more customers.
Entanet selected NewVoiceMedia’s cloud customer contact solution ContactWorld for Service for its seamless integration with Salesforce, in order to give its team of technical advisors more control and improve the customer experience.
Matt Mills, Head of IT at Entanet explains, "We opted for ContactWorld because of its ease of implementation and fantastic integration with Salesforce. We wanted all the metrics and statistics that the system offered in order to drive our business performance."
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Published: Friday, December 4, 2015