Editorial & Advertiser Disclosure Global Banking And Finance Review is an independent publisher which offers News, information, Analysis, Opinion, Press Releases, Reviews, Research reports covering various economies, industries, products, services and companies. The content available on globalbankingandfinance.com is sourced by a mixture of different methods which is not limited to content produced and supplied by various staff writers, journalists, freelancers, individuals, organizations, companies, PR agencies Sponsored Posts etc. The information available on this website is purely for educational and informational purposes only. We cannot guarantee the accuracy or applicability of any of the information provided at globalbankingandfinance.com with respect to your individual or personal circumstances. Please seek professional advice from a qualified professional before making any financial decisions. Globalbankingandfinance.com also links to various third party websites and we cannot guarantee the accuracy or applicability of the information provided by third party websites. Links from various articles on our site to third party websites are a mixture of non-sponsored links and sponsored links. Only a very small fraction of the links which point to external websites are affiliate links. Some of the links which you may click on our website may link to various products and services from our partners who may compensate us if you buy a service or product or fill a form or install an app. This will not incur additional cost to you. A very few articles on our website are sponsored posts or paid advertorials. These are marked as sponsored posts at the bottom of each post. For avoidance of any doubts and to make it easier for you to differentiate sponsored or non-sponsored articles or links, you may consider all articles on our site or all links to external websites as sponsored . Please note that some of the services or products which we talk about carry a high level of risk and may not be suitable for everyone. These may be complex services or products and we request the readers to consider this purely from an educational standpoint. The information provided on this website is general in nature. Global Banking & Finance Review expressly disclaims any liability without any limitation which may arise directly or indirectly from the use of such information.

ESKER MOVES TO THE CLOUD TO TRANSFORM CUSTOMER SERVICE EXPERIENCE

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