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@CloudExpo Authors: APM Blog, Elizabeth White, Xenia von Wedel, Mauro Carniel, Liz McMillan

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PhotoBox gives its 11 million UK members the personal touch

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: [email protected]

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