The true cloud contact centre solution integrates seamlessly with Salesforce for increased efficiencies in outbound calling operations and detailed reporting. The Adelaide-based business will benefit from real-time dashboards and a rich source of historical data, providing visibility and tracking of individual activities, while call recording gives a meaningful insight into performance – invaluable for training and quality management.
With ‘click-to-dial’, sales staff can dial directly from a calling list in Salesforce – simplifying the process and reducing the chance of misdialling. Customer records are then automatically updated, meaning there is a complete history of interactions as well as a clear audit trail. Follow-up activities can be easily created so that no lead is lost. Positive Lending Solutions will also benefit from NewVoiceMedia’s outbound CLID capability, as agents can choose the number they display when outbound dialling. Presenting numbers that make sense to customers, such as geographically when calling different states, can enhance the image of a business and has been shown to lift answer rates by 40%.
As a true cloud solution, sales agents are able to connect with customers and prospects from any location. They can dial contacts directly from the Salesforce1 Mobile App, maximising the wealth of historical data they hold on customers and prospects to create a richer dialling experience. This will vastly improve business efficiencies for Positive Lending Solutions’ field agents who need to contact and track customer or prospect communications on the move. Furthermore, all inbound and outbound calls are automatically logged in Salesforce including access to call recordings.
Tom Caesar, Director at Positive Lending Solutions, comments, “NewVoiceMedia’s cloud technology offers us the detailed insight, reporting and functionality that we were looking for, along with remote working capabilities. This is an exciting step for Positive Lending Solutions as the company continues to expand; we’re sure that ContactWorld will completely transform our sales business”.
Jonathan Gale, CEO of NewVoiceMedia, says, “We are delighted to be working with Positive Lending Solutions and are confident that ContactWorld for Sales and Marketing will help further strengthen its leading position in the market, as the company, its customers and prospects, recognise immediate benefits from the solution. We look forward to seeing the business go from strength to strength”.