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News : Vet CX Chooses MaxContact to Improve Customer Experience

#contactcenterworld, @MaxContact2

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."

#contactcenterworld, @MaxContact2

Posted by Veronica Silva Cusi, news correspondent
Source: https://itbrief.com.au


About MaxContact:
Company LogoBuilt 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.
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Today's Tip of the Day - Impacts Of Technology

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

Published: Thursday, June 18, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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