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News : Vax Cleans up Customer Experience and Improves Efficiency With NewVoiceMedia
London, UK, July 16, 2015 -- NewVoiceMedia, a global provider of cloud technology, announces that Vax has revolutionised its customer experience with its ContactWorld for Service solution. Since deployment, Britain's floorcare brand has been able to deliver a personalised service to customers around the world, boosting first contact resolution while improving employee satisfaction and business efficiencies.
NewVoiceMedia's solution replaces legacy on-premise software that was not capable of supporting the company's anticipated growth and offered limited visibility of customer interactions and reporting. Vax needed a robust platform with seamless Salesforce integration, for a complete record of customer activity which would enable the business to provide a premium service.
With ContactWorld, built on the Salesforce1 Platform, Vax has been able to offer its customer base a completely unique and personalised experience. Average call handling has been reduced, the number of calls handled by advisors has increased, and employee satisfaction within the customer service team has rocketed, from being the lowest ranking department in the organisation, to the highest.
Carole Edwards, head of customer contact at Vax, comments, "I have to pinch myself. We've got a great new contact centre, a highly motivated customer engagement team and efficiency has escalated. We now have a 360-degree view of customer contact, automatic logging of all call activity, and are able to recognise customers at the point that the call is answered and offer them an excellent, personalised service. Customer experience is a top priority for Vax and NewVoiceMedia delivers everything we were looking for, and more."
Jonathan Gale, CEO, NewVoiceMedia, comments, "I'm delighted that Vax has been able to transform its customer experience, employee satisfaction and business efficiencies since deploying ContactWorld.".
Posted by Veronica Silva Cusi, news correspondent
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NewVoiceMedia is a global provider of cloud technology which helps businesses sell more, serve better and grow faster
Published: Monday, July 20, 2015