Esker moves to the cloud to transform customer service experience


LONDON, 7 December 2017 – NewVoiceMedia, a leading global provider of cloud contact centre and inside sales technology that enables businesses to have more successful conversations, today announced that Esker has transformed its customer service experience and improved operational efficiencies with its ContactWorld for Service platform.

Esker is a global leader in document process automation, helping organisations automate their manual business processes with a suite of on-demand solutions. Founded in 1985 with headquarters in Lyon, France, the multi-award-winning company now has 300,000 users of its services. With legacy on-premise contact centre technology that failed to integrate with its CRM software, Esker found that call handling time was far longer than it needed to be, and knew it needed to improve the experience of its customers who call for technical support.

Esker adopted NewVoiceMedia’s cloud contact centre solution ContactWorld for Service to replace its old system. With seamless CRM integration, the technology intelligently routes incoming calls to the most appropriate advisor and delivers immediate access to a caller’s information and call history, enabling them to provide a personalised customer service experience. Additionally, the sophisticated call recording system allows Esker to better evaluate call handling, providing valuable and actionable insights into customer experience and satisfaction. Supervisors can also monitor calls in real time, better assess their employees’ workload, and easily change call plans so that the team is allocated optimally to meet customer demand.

Since implementation, Esker has increased efficiencies, is offering a better customer service experience and has access to data to drive successful decision making. Furthermore:

  • The company has been able to handle more than 3,000 inbound and 2,500 outbound calls each year
  • Average call-handling time is down by 25 percent
  • Customer satisfaction has increased to 96 percent
  • Number of missed calls has reduced to virtually zero

“Using ContactWorld is even better than we expected”, commented Mathieu Labaune, technical trainer at Esker. “It’s great in terms of the look and feel of the solution, and its functionality, including seamless integration with our CRM platform, is highly valuable to us. Agents now receive whispers through their headsets alerting them to the customers’ language and their details pop-up on their screen, meaning they have detailed insights which can help them provide a completely personalised service. Additionally, real-time reporting enables us to track patterns over time and drive further efficiencies”.

Dennis Fois, president and COO of NewVoiceMedia, said, “We’re delighted that Esker has experienced such incredible success with ContactWorld; from savings in average call handling time, to improved visibility of all agents and 96 percent customer satisfaction. Our true cloud delivery also means that Esker can re-direct customer calls to mobile phones as a contingency or operate hot-desk working practices if required”.

For further information about NewVoiceMedia and to download the case study, visit www.newvoicemedia.com


About NewVoiceMedia
NewVoiceMedia’s cloud contact center and inside sales platform delivers more successful conversations.

The leading vendor’s award-winning customer contact platform helps organisations worldwide build a more personal relationship with every customer or prospect. It joins up all communications channels without expensive, disruptive hardware changes and plugs straight into your CRM for full access to hard-won data. With a true cloud environment and proven 99.999% platform availability, NewVoiceMedia ensures complete flexibility, scalability and reliability.

NewVoiceMedia’s 700+ customers include MobileIron, Lumesse, Vax, JustGiving and Canadian Cancer Society. For more information, visit www.newvoicemedia.com or follow NewVoiceMedia on Twitter @NewVoiceMedia.

NewVoiceMedia PR contact
Nicola Brookes
Tel: +44 (0)7500 006 458
Email: Nicola.brookes@newvoicemedia.com

Have any Question or Comment?

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.

::::::::::::::::::::::::::::::::::6733:::::::::::::::::::::::::::::::::;;

:::::::::::::::::::::::::::::925:::::::::::::::::::::::::::::::

TRIO STEEL IS ONE OF THE MOST TRUSTED BRAND AND LEADING EXPORTER AND SUPPLIER OF CARBON STEEL, ALLOY STEEL & STAINLESS STEEL PIPES & PIPE FITTINGS MATERIAL. Triosteel is one of the leading Suppliers and Exporters of API 5L Pipe in Singapore. Triosteel also Exports to many countries like Indonesia, Iran, Saudi Arabia & many more. An API 5L pipe is manufactured by adhering to the specifications laid down by the International Organization for Standardization (ISO) 3183.

2780

buy! buy! CHEAP! Telefonie VoIP CHEAP! buy! buy! CHEAP!

2781

buy! buy! CHEAP! Telefonie VoIP CHEAP! buy! buy! CHEAP!

——————————————–

For the 2012 MLB period, we found an totals forecast Joao’s Renowned Over/Under João Zorro Gonçalves, Zcode Totals Pro, System of the time with progressions that have been successful over 98 98% ... We eventually perfected our over/under program ( Zcodesystemexclusive ), although it h-AS has brought years of investigation. Five Steps to Making a Winning MLB Method: 1. Execute appropriate cash management tools. 2. MLB rules that are comprehend. 3.Extensive testing back to make sure successful longterm results ...

——————————————–

There is always a challenge when you're dealing with the Foreign Exchange Market. That's just the nature of the beast. The best thing you can do is to learn about how the market operates as a whole so that you will be ready to meet these challenges. iq option penipu Never be misled by any profit gains in binary options. This is the number-one way traders end up losing their money and ultimately failing. Remember that the same things that make you laugh can make you cry in this market, and you can lose that $700.

——————————————–

Learning Polish has never been this fun and easy as with our podcasts Learn Polish with Polishpod101 Start today and become conversational in Polish in no time

——————————————–

The Best Website Agen Poker Resmi www.sakupoker.com Terpercaya come join

——————————————–

Do you need edmonton phone systems service ? Call complete communications today!

——————————————–

High-tech solutions for easy start-up of your IPTV/OTT-business

——————————————–

——————————————–

If you want to purchase not only one item, you have a chance to enjoy privileges. There is a sale’ tab on the site which offers a fantastic range of reduced counterfeit watches and accessories, such as sunglasses, cufflinks, watch straps and pens. Luxury Jewelry Replica At MCA.MN On Sale You get a 5% discount if you buy two pieces, this discount increases to 10% if you buy 4 pieces or more. There is free international shipping on all orders on this site. We also offer customers a free return anytime with a 100% money back guarantee.

——————————————–