News : Quintessentially Delivers Customer Service with NewVoiceMedia
Quintessentially Lifestyle, a provider in luxury lifestyle management, is providing a global customer service, with NewVoiceMedia’s true cloud contact center solution ContactWorld for Service. The technology, which integrates seamlessly with Salesforce, has enabled the company to offer its customer base a personalized experience.
With NewVoiceMedia as its global partner, Quintessentially is benefiting from functionality and the ability to manage 35 languages and multiple time zones. The solution provides real-time visibility of call queues and handling times around the world, which is vital for the business in ensuring members receive a consistently outstanding service.
Quintessentially operates a ‘no-IVR’ environment whereby personnel immediately answer all incoming calls. Members are recognized by their phone number, whether mobile, office or home line, and a ‘screen pop’ together with ‘audible whispers’ identifies them to the Lifestyle Manager – often providing valuable additional information as well.
ContactWorld offers advisors immediate access to a customer’s entire history of interactions from one screen and consultants can make calls directly from within Salesforce with the click-to-dial function, saving time and improving call connections.
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Published: Tuesday, August 5, 2014