Sydney, Australia, June 17, 2020 -- Vet CX has chosen to deploy MaxContact’s all in one cloud contact centre solution to support its engagement with vet practices around the country, according to a statement.
The company went live with the solution three months ago, and since then has cut costs of inbound and outbound calls. Furthermore, it is delivering an improved flow of inbound and outbound calls resulting in an improved experience for the organisation's vet practices.
The MaxContact solution replaces Vet CX’s legacy Spoke Phone outbound dialler with a comprehensive inbound and outbound dialler, to better support services for customers. It provides recording functionality, knowledge-based routing, and cloud-based reliability and availability.
Vet CX CEO Michael Mckeand says, "The decision to select MaxContact followed a market evaluation during which time we were impressed with the solutions ease of use and rich feature functionality.
"At the same time, we appreciated that its ability to rapidly deploy in the cloud would give us the flexibility to expand with additional sites over time and continue to enable our agents to work from home."
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Mckeand says, "MaxContact is an all-inclusive system that doesn't require lots of plugins or interfaces to third party systems which will enable us to scale as the business grows.
"We were also able to set up the system on our own without having a dedicated IT person but we were also deeply impressed with the MaxContact technical team who took the time to understand our business and provide a solution scoped to match our business objectives."
Mckeand says, "With MaxContact the turnaround in providing a report on these outbound mystery shopping calls is exceptional. The dialler speed is so fast that it enables us to manage more calls and generate reports in real-time enabling any changes at the vet surgery itself to happen at lightning speed."
Vet CX has also charged MaxContact with supporting its V-Care program where calls to vet surgeries are answered remotely by a customer-focused team.
Vet CXs technology platform allows a virtual customer care team member to safely and securely access a surgery’s Practice Management System to take charge of the client experience.
Mckeand says, "In selecting the solution we were after flexibility and scalability in relation to enabling our company's expansion. We wanted the ability to add functionality for more complex call centre capabilities and to record calls or play disclosure statements as required for compliance reasons. We also looked for 'future proofing'. The system has absolutely delivered.
"In a competitive environment where pet owners have options for who they select as their vet provider, we know that customer experience is a key differentiator in the marketplace. MaxContact will provide us with a tool to support an exemplary customer experience in the years ahead."
Posted by Veronica Silva Cusi, news correspondent
Built from the ground up by industry professionals, MaxContact is a contact centre provider with a range of integrated solutions including intelligent routing, business analytics, inbound, outbound, configuration, IVR automation, quality call recording , speech analytics, scripting and workforce management.
Published: Thursday, June 18, 2020
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