Connect with us

Global Banking and Finance Review is an online platform offering news, analysis, and opinion on the latest trends, developments, and innovations in the banking and finance industry worldwide. The platform covers a diverse range of topics, including banking, insurance, investment, wealth management, fintech, and regulatory issues. The website publishes news, press releases, opinion and advertorials on various financial organizations, products and services which are commissioned from various Companies, Organizations, PR agencies, Bloggers etc. These commissioned articles are commercial in nature. This is not to be considered as financial advice and should be considered only for information purposes. It does not reflect the views or opinion of our website and is not to be considered an endorsement or a recommendation. We cannot guarantee the accuracy or applicability of any information provided with respect to your individual or personal circumstances. Please seek Professional advice from a qualified professional before making any financial decisions. We link to various third-party websites, affiliate sales networks, and to our advertising partners websites. When you view or click on certain links available on our articles, our partners may compensate us for displaying the content to you or make a purchase or fill a form. This will not incur any additional charges to you. To make things simpler for you to identity or distinguish advertised or sponsored articles or links, you may consider all articles or links hosted on our site as a commercial article placement. We will not be responsible for any loss you may suffer as a result of any omission or inaccuracy on the website. .

Finance

ESKER MOVES TO THE CLOUD TO TRANSFORM CUSTOMER SERVICE EXPERIENCE

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

Global Banking & Finance Review

 

Why waste money on news and opinions when you can access them for free?

Take advantage of our newsletter subscription and stay informed on the go!


By submitting this form, you are consenting to receive marketing emails from: Global Banking & Finance Review │ Banking │ Finance │ Technology. You can revoke your consent to receive emails at any time by using the SafeUnsubscribe® link, found at the bottom of every email. Emails are serviced by Constant Contact

Recent Post