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News : Twilio Enables Zoom2u to Provide Enhanced Customer Experience During Global Pandemic

#contactcenterworld, @twilio

Pyrmont, NSW, Australia, Oct 5 2021 -- Twilio (NYSE: TWLO), a cloud communications platform, announced that it enabled Zoom2u (ASX: Z2U), an Australia-wide marketplace that connects customers to couriers, to provide a great customer experience during the global pandemic.

When the global pandemic hit last year, Zoom2u decided to close its contact centre office in Manila and shift the team to working remotely instead. "This had no impact on our customer service, because we had a fully integrated phone system with Twilio. Our team was able to take calls and messages using their laptops at home," said Steve Orenstein, founder and CEO at Zoom2u.

Zoom2u has seen a significant increase in customer orders since the global pandemic began. Lockdowns in Australia have meant more people are shopping online and the pressure on Australia Post has meant deliveries are taking longer to arrive.

....NOTE - content continues below this message


INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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....CONTENT CONTINUED BELOW

Twilio’s Phone API system has enabled Zoom2u to scale its business and work remotely across different countries and regions more easily. The Zoom2u customer service team can see in real-time how their contact centre is operating, including being able to monitor agents’ performance as well as call volumes throughout the day to ensure they are adequately resourced where necessary. First time pick up rate has also improved, with 95% of calls to Zoom2u now answered within 20 seconds.

Kristen Pimpini, Regional Vice President ANZ at Twilio said, "We’re thrilled to team up with Zoom2u to help drive even faster and more reliable communication between businesses, delivery partners, and their customers. Like Zoom2u, we pride ourselves on creating meaningful, easy and personalised experiences for our customers, something we know is important to them. Twilio’s recent report found that 82 percent of Australian businesses stated that digital communications are critical to their organisation after the pandemic. It also found that 90 percent of Australian business leaders say customer engagement increased during COVID-19. It has been a privilege to support Zoom2u in Australia and we wish them every success."

#contactcenterworld, @twilio

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.twilio.com


About Twilio:
Company LogoCreate and scale voice, VoIP and SMS text messaging applications with a cloud platform.
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Today's Tip of the Day - Speech Recognition

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

Published: Thursday, October 7, 2021

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2022 Buyers Guide Translation Services

 
1.) 
OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

*T...
(read more)

2.) 
Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 

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