Cloud enables SMBs to access new, scalable resources – previously only available to enterprises – in flexible and cost-effective ways. McKinsey’s SMB Cloud Report projects the public cloud market to reach $40-$50 billion by 2015, with SMBs comprising 65% of public cloud spending in 2015. But selling cloud to SMBs raises the questions of who, what and how.
In this session Manjula Talreja, VP of Cisco’s Global Cloud Business Development Team, will discuss the importance of knowing who SMB...| By RealWire News Distribution | Article Rating: |
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| November 20, 2012 07:05 AM EST | Reads: |
427 |
NewVoiceMedia chosen to implement true cloud contact centre enabling intelligent call routing and a more personal service
20th November, 2012: PhotoBox, the UK's number one destination for photo lovers, has made sure that its 11 million UK members get the same personal customer experience when they call as they do when they're online, thanks to a new cloud contact centre delivered by NewVoiceMedia's ContactWorld technology.
The roll out of the new technology is in response to PhotoBox focusing on supporting their customers via live telephone contact for faster query resolution rather than engaging in a lengthier conversation via email. As such, NewVoiceMedia, the leading supplier of cloud based contact centres, was tasked with bringing together all the disparate telephony technologies and delivering the best voice based customer experience possible.
With personalised services being at the very heart of the new contact centre, PhotoBox customers will now have optimised intelligent call routing ensuring their calls are connected to the right team member, faster. In addition, personalised and professional IVR messages will help to highlight useful information before the call gets to an agent meaning a more holistic and well informed customer experience.
Helen Ellis, Director, Customer Experience at PhotoBox explained, "Our business is built around producing really personalised products for our customers to enjoy. So it makes sense that our customers get a truly personal experience when they speak to us as well."
"NewVoiceMedia offered us the best solution for our business requirements. The technology was quickly deployed, it brought all our existing and disparate phone systems into one platform and we could also do deep analysis on our customer service performance so we can be really responsive and agile when it comes to making improvements."
As well as delivering a great customer experience, NewVoiceMedia's technology can be easily scaled up and down dependent on fluctuations in demand, a capability made possible by being a true cloud solution. What's more, because it's cloud based and there is no requirement for hardware or software on the customer site, the new contact centre was implemented within eight weeks.
"We experience seasonal fluctuations and are always looking to deliver new services to our customers. When either of these occur we want to make sure that our contact centre services can be scaled up on demand to accommodate evolving customer queries. So, we were very impressed with the agility and flexibility of NewVoiceMedia's technology and also are safe in the knowledge that we can work with them closely to shape the future of our voice based customer experience," added Ellis.
Jonathan Gale, CEO of NewVoiceMedia concluded, "For us it was a perfect match. PhotoBox is a hugely successful UK company that is already very cloud savvy. Our services fitted in perfectly with their philosophy and approach and we're delighted to have them on board as a customer to help deliver brilliant customer service to millions of their members. We understand the power of delivering excellence in customer service and it is refreshing to work with a company like PhotoBox to replicate their personalised online experience over the phone"
-ends-
About NewVoiceMedia
ContactWorld from NewVoiceMedia is an enterprise-class contact centre, delivered via true multi-tenant cloud architecture. Our customers benefit from fast, flexible and cost effective access to contact centre capabilities that would normally be very complicated, expensive and slow to acquire, integrate and use.
ContactWorld offers customers an incredibly rich suite of integrated call centre technologies. We leverage the cloud to provide complex data driven routing of calls so they are delivered to the correct agents. We provide them the technology and information to resolve more enquiries first time, resulting in a more rewarding interaction between agents and customers.
The ContactWorld platform provides a market leading 99.999% service availability SLA, and processes hundreds of millions of calls, for thousands of agents working across the globe. We have customers in 14 countries on 5 continents, including Berry Bros & Rudd, Long Tall Sally, QlikTech, Royal Mail, SHL Group and Parcelforce. For further information, please visit www.newvoicemedia.com
NewVoiceMedia PR contact:
John Brown
Speed
Tel: +44 (0)7979 802 387
Email: john.brown@speedcommunications.com
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Published November 20, 2012 Reads 427
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The economics of business are radically changing due to the way in which software and services are being delivered thanks to cloud computing. In his session at 12th Cloud Expo | Cloud Expo New York [10-13 June, 2013], Mike Kavis will cover six reasons for the disruption.
Our more interconnected planet is accelerating the adoption and convergence of next-generation architectures, in the form of cloud, mobile and instrumented physical assets. Organizations that can effectively balance optimization and innovation, will be in a position to leverage new systems of engagement, out maneuver their peers and achieve desired outcomes. In the Opening Keynote at 12th Cloud Expo | Cloud Expo New York, IBM GM & Next Generation Platform CTO Dr Danny Sabbah will detail the crit...
The massive computing and storage resources that are needed to support big data applications make cloud environments an ideal fit. In Nati Shalom's upcoming session at 12th Cloud Expo | Cloud Expo New York [June 10-13, 2013], you'll learn how to build your big data "database on-demand" using MongoDB, Cassandra, Solr, MySQL, or any other big data solution, as well as manage your big data application using a new open source framework called “Cloudify.” All this, on top of the OpenStack cloud.
“Trust is an ongoing journey and sits at the foundation of any vendor relationship – the companies that don’t consistently earn trust won’t be around long,” noted Henrik Rosendahl, Senior VP of Cloud Solutions at Quantum, in this exclusive Q&A with Cloud Expo Conference Chair Jeremy Geelan. “As they do more with cloud, trust will organically grow – maybe it’s just about meeting SLAs or seeing firsthand that data is there when you need it,” Rosendahl continued.
Cloud Computing Journal: The move ...
SYS-CON Events announced today that MetraTech Corp., the leading provider of agreements-based billing™, commerce and compensation solutions, has been named “Bronze Sponsor” of SYS-CON's 12th International Cloud Expo, which will take place on June 10–13, 2013, at the Javits Center in New York City, New York.
MetraTech Corp. is the leading provider of commerce, billing and compensation solutions enabling customers to monetize relationships with customers, partners, and suppliers. Its unique Agree...
Cloud computing is more than a buzz-phrase it’s a transformative IT paradigm shift. The emphasis in the cloud is on elasticity, scalability, agility and open. Not just open standards but open APIs and open source. The delivery of software is also going through a paradigm shift. Open source software was often a commoditization of a market leader; Unix to Linux or Oracle to MySQL what’s changing is that the iterative nature, user context and the motto of releasing early and often are driving real ...
In an ideal developer/systems administrator’s world, most applications would deploy seamlessly to multiple platforms and scale elastically with minimal effort bringing the unprecedented agility of the cloud within immediate reach of developer teams and IT organizations.
OpenStack, a RackSpace and NASA initiative, is now managed by an independent foundation and is supported by multiple vendors. It defines APIs for compute, storage, networking, services, monitoring, and additional infrastructure...
Organizations across the world are increasingly starting to see the benefits of moving more and more services to the cloud. The focus on the cost-saving potential of cloud is rapidly shifting to completely transforming the business with cloud. As organizations are investing enormous sums on technology they are starting to realize that in order to maximize the return on investment and accelerate the business transformation process the first area of focus should be people. By ensuring the organiza...
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