WorldRemit signed a three-year agreement for ContactWorld for Service which it implemented alongside its deployment of Salesforce. The solution integrates seamlessly with Salesforce to ensure all customer interactions are tracked and service levels measured, providing the company with communications that are complementary to its Salesforce system. The company selected NewVoiceMedia’s technology, which replaces inflexible, on-premise software, for its scalability, detailed reporting and omni-channel capabilities, in order to offer the best possible customer experience and improve business efficiencies.
WorldRemit’s agents now benefit from immediate access to a customer’s entire history of interactions and inbound calls are intelligently managed and routed, ensuring callers are connected to the right team member – improving handling time and customer satisfaction. With a true cloud environment, NewVoiceMedia also offers the company a flexible platform for growth and reduced capital investments.
Furthermore, agents can log into the same system wherever they are, as all they need is a phone and internet connection, meaning they can work from multiple locations. The platform offers a real-time window into the entire contact centre operation, so agents can be easily managed, and customisable, rich reports allow the company to expose where improvement opportunities exist.
Security of customer data is also of critical importance to both businesses, and as such, NewVoiceMedia was the first cloud contact centre provider to be ISO27001 certified and achieve 1 PCI-DSS compliance; providing the equivalent level of security as banks and is regularly audited to maintain compliance.
Rod Sheriff, VP of Operations and Customer Experience at WorldRemit, comments, “We are pleased to be live with ContactWorld following a fast deployment, and on track to improving our customer and employee experiences while enabling our business to operate more effectively. The solution has already helped us realise substantial cost savings and will ensure we can scale as the business continues its rapid growth trajectory”.
Jonathan Gale, CEO of NewVoiceMedia, added, “With ContactWorld, WorldRemit can deliver on its mission to offer a consistent, personalised experience to its customers, and is easily scalable and highly cost-effective when compared with on-premise or even other hosted contact centre solutions. We are excited to be working with WorldRemit and look forward to seeing the company and its customers recognise the benefits of our solution”.
WorldRemit is a convenient, low-cost online service that lets people transfer money to friends and family living abroad, using a computer, smartphone or tablet. Available to senders in 50 countries, the company offers transfers to 117 destinations across Europe, Asia, Africa, Australia and the Americas.
For further information, visit www.newvoicemedia.com.