Spotzer to Transform Service Experience for Global Customer Base with NewVoiceMedia

LONDON, 26 October 2017 โ€“ย NewVoiceMedia, a leading provider of cloud contact centre and inside sales technology that enables businesses to have more successful conversations,ย is helpingย Spotzerย enhance itsย contact centre operations and global customer service experienceย with its ContactWorld platform.

Spotzerย is aย white-label provider of bespoke digital marketing solutions for large enterprise customers who service small businesses, and hasย product delivery and service teams across four continents. The company builds 7,500 websites a month, and speaks to thousands of customers throughout the process. With a strong focus on Net Promoter Score, it is important to Spotzer to have the best possible technology stack to deliver on its key value of โ€œvalue every customerโ€, making sureย that the customer experience is second to none.

[easy-tweet tweet=”NewVoiceMediaโ€™s cloud contact centre technology also integrates seamlessly withย Spotzerโ€™sย CRM platform” hashtags=”CRM, Cloud”]

The company selected NewVoiceMediaโ€™s ContactWorld for Service solution for its reliability, ease-of-use,ย insight into outbound calls through detailed analytics,ย andย theย strength of its global platform, including newย call routing architecture which optimises contact centre management and operations, while ensuring the highest quality customer experience across the world. NewVoiceMediaโ€™s cloud contact centre technology also integrates seamlessly withย Spotzerโ€™sย CRM platformย toย ensure all customer interactions are tracked and service levels measured.

With ContactWorldโ€™s click-to-dial feature,ย Spotzerโ€™s consultants are now able to make thousands of outbound calls annually to clients without having to spend time searching for and manually dialing each number. Inbound calls can also be intelligently managed and routed, ensuring callers are connected directly to their account manager โ€“ improving handling time and customer satisfaction. Consultants also benefit from immediate access to a customer’s entire history of interactions and calls.

Furthermore, advisors can log into the same system wherever they are, as all they need is a phone and internet connection, meaning they can work from multiple locations. The platform offers a real-time window into the entire contact centre operation, so advisors can be easily managed, and customisable, rich reports allow the company to understand where improvement opportunities exist.

Peter Urmson, CEOย atย Spotzer, comments, โ€œAs aย global leader in digital marketing solutions for businesses who need to solve problems for their SMB customers, itโ€™s essential for us to provide the highest quality customer service experience. Building in the NewVoiceMedia solution is a key part of the evolution of Spotzer offering a world-class contact centre solution that is fully integrated into our CRM platform. We were excited to hear that NewVoiceMedia maintains theย highest level of integration with our CRM platform in the industry and that ContactWorld could be easily integrated with our existing systems. We now have flexible, reliable technology with real-time insights into our entire business, meaning we can provide the best possible customer service experience to our global customer baseโ€.

Dennis Fois, president and chief operating officer at NewVoiceMedia, adds, โ€œWeโ€™re extremely pleased to be working withย Spotzer and look forward to seeing the companyย transform its customer experience and business efficiencies with ContactWorld.ย With a true cloud environment, weโ€™ve not only provided the company with a reliable and feature-rich contact centre solution, but our technology is completely flexible and scalable and will continue to support the business throughout its future rapid international growth”.

+ posts

Marketing Manager for Compare the Cloud

Unlocking Cloud Secrets and How to Stay Ahead in Tech with James Moore

Newsletter

Related articles

Understanding the cloud adoption curve and what the future holds

Globally, strong cloud adoption trends are well established, with...

AI Build or Buy and the Death of Billable Hours

"The billable hour has been a universal system applied...

Optimising Cloud Cost Management to Maximising ROI

A businessโ€™s cloud infrastructure needs will evolve with its...

Welcome to More Productive, AI-powered Working Lives

According to content services expert Dr. John Bates, AI...

Cloud Security Challenges in the Modern Era

Organisations already have to store files and data in...