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News : Truphone Calls for True Cloud Technology From New Voice Media
Global mobile network provider Truphone, has transformed its customer experience as it prepares for rapid growth, with NewVoiceMedia’s true cloud contact centre solution ContactWorld for Service. The company, which has built a mobile network without country borders that keeps international business executives better connected, is now able to offer a personalised service to customers around the world.
ContactWorld for Service, with Salesforce integration, gives Truphone complete scalability as the business grows, enabling new functionality and consultants to be added in minutes. The company operates a 24/7 multilingual operation across multiple call centres and its highly trained, knowledgeable agents, which are set to increase from 75 to 300 this year, need to be supported with a continually evolving knowledge base and the up-to-date status of mobile networks around the world.
Truphone now benefits from immediate access to a customer’s entire history of interactions from one screen and the ability to manage multiple languages. Its advisors provide service in six languages and ContactWorld directs the caller to the right agent every time. Real-time monitoring means calls can be switched between the contact centres to make the most of resources, minimising costs. Customer service consultants are also able to make calls directly from within Salesforce with the click-to-dial function, saving time and improving call connections.
As users log into the same system wherever they are, agents can work from any location, with everything being managed through a real-time window into the entire contact centre operation.
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About NewVoiceMedia :
NewVoiceMedia is a global provider of cloud technology which helps businesses sell more, serve better and grow faster
Truphone is a global mobile network that operates its service internationally. It has headquarters in London, and offices in the United States, Australia, Hong Kong, Philippines, Spain, the Netherlands, Germany, Poland and Portugal.
Published: Tuesday, April 29, 2014