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NewVoiceMedia Feature Focus: Case-Based Routing

by david.nunes

NewVoiceMedia Feature Focus: Case-Based Routing


ContactWorld for Salesforce benefits the customer-driven service desk


17 January, 2012: Customers calling the service or help desk using ContactWorld for Salesforce from NewVoiceMedia will now receive an even better level of service. The new case-based routing feature (a dynamic call-routing option) allows customers to quickly re-engage with the support agent or engineer that was handling their case rather than the generic support team. This represents a significantly improved experience for both the customer and the agent and will set the standard for the customer-driven contact centre environment.


To route the call efficiently, the caller is asked to enter their existing case number and is then put through to the agent who is handling their case. If the agent is unavailable or already on a call, the customer is offered the opportunity to choose another action, either to hold for the agent, leave the agent a message or speak with someone else in the support team.


It is not just the customer that benefits here. Customer calls are routed to the agent with whom they already have a relationship and who are therefore able to provide a more professional and personal level of service. Furthermore, the case details are popped onto the agent’s screen so that they are prepared to help the customer when the call is connected, improving the experience for the customer and increasing the chance of call resolution.


A demo of the feature can be found here.


To find out more about maximizing the opportunity of inbound calling customers using ContactWorld for Salesforce, sign up to our webinar on Thursday 19th January at 1pm here.



About NewVoiceMedia

ContactWorld from NewVoiceMedia is an enterprise-class contact centre, delivered via true multi-tenant cloud architecture. Our customers benefit from fast, flexible and cost effective access to contact centre capabilities that would normally be very complicated, expensive and slow to acquire, integrate and use.


ContactWorld offers customers an incredibly rich suite of integrated call centre technologies. We leverage the cloud to provide complex data driven routing of calls so they are delivered to the correct agents. We provide them the technology and information to resolve more enquiries first time, resulting in a more rewarding interaction between agents and customers.


The ContactWorld platform provides a market leading 99.999% service availability SLA, and processes hundreds of millions of calls, for thousands of agents working across the globe. We have customers in 14 countries on 5 continents, including Berry Bros & Rudd, Long Tall Sally, QlikTech, Royal Mail, SHL Group and Parcelforce. For further information, please visit www.newvoicemedia.com  


NewVoiceMedia PR contact: John Brown, Speed

Tel: +44 (0)7979 802 387 Email: john.brown@speedcommunications.com


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