• Cloud Call Center - Facebook
  • Cloud Call Center - Twitter
  • Cloud Call Center - LinkedIn
  • Cloud Call Center - Youtube
  • Cloud Call Center - RSS

Cloud Call Center Featured Article

May 29, 2012

Lumesse and NewVoiceMedia: Revolutionizing Global Customer Support from the Cloud

Content Producer

With the goal of completely revamping its international customer support service, Lumesse teamed with enterprise class contact center service NewVoiceMedia yesterday. A global leader in integrated talent management solutions, Lumesse continues to provide excellent service to its over 2,000 customers with this partnership, which will enable global visibility of call handling as well as case-based routing, product and language specific agent selection, and Salesforce integration.

The company – which strives to provide flawless global customer support from four key support centers based in China, U.S., UK and Poland – selected ContactWorld for Salesforce as a result of their functionality as a genuine browser-based cloud platform. In other words, agents only needed a telephone line and an Internet connection to use the service. Even better, Lumesse can now access all global call analytics and data anytime anywhere, all because the platform is purely cloud-based. Additionally, intelligent call-and case-based routing also allows the company to deliver a close and local service, as customers are now routed to appropriate agents based on such determining factors as chosen language, product, and previous engagement with the company.

Carole Pitts, head of global customer support, Lumesse, stated, “Because we are a global business with a local focus we needed a solution that was going to connect all of our national and international agents, provide worldwide visibility and seamlessly integrate with our existing Salesforce service. Now, we can see exactly how calls are being handled regardless of whether the agent is in the UK, Poland, China or the USA. Also, when a customer rings our technical support line we want them to be recognised and routed to the right person even before the agent has picked up the phone...by having a cloud based service that has intelligent routing at the heart of it, our customers will experience a more joined up and personal service. Building great relationships with our customers is paramount to our service, so it makes sense to deliver a unique experience via our customer support team.”

Not only does this new system give customers immediate and precise access to the proper agents whenever they call, but it is fully integrated with the current Salesforce database at Lumesse, and can provide integration to the new service cloud functionality.

CEO of NewVoiceMedia Jonathon Gale elaborated on this process, stating, “Those organizations that are neglecting their voice channels and not taking advantage of the very latest technology will find that they are one step behind the competition. People want to be dealt with as individuals, not as part of the masses, implementing technology that treats every call differently and routes each one to the appropriate place will make the difference between just another customer and a long standing deeper relationship.”




Edited by Jamie Epstein

Featured eBook

Cloud Call Center - The Power of the Cloud Call Center eBook

The Power of the Cloud Call Center eBook
Everything you need to know about cloud call centers and the benefits they can provide to your business.

Featured Whitepapers

Cloud Call Center - Join the Crowd, Moving to the Cloud

Join the Crowd, Moving to the Cloud
Companies are increasingly turning to the cloud as the ideal solution for replacing their legacy IVR system.

Cloud Call Center - Driving Performance with Embedded Business Intelligence Analytics in Your Voice Application

Driving Performance with Embedded Business Intelligence Analytics in Your Voice Application
This whitepaper explores the value of having embedded BI in your voice application and the rich information...

Cloud Call Center - Five Simple Strategies to Make Your Support Center Callers Smile

Five Simple Strategies to Make Your Support Center Callers Smile
This paper highlights five simple strategies any organization should consider to cost-effectively increase the level of service of their support.

Cloud Call Center - How the Cloud Levels the Customer Service Playing Field

How the Cloud Levels the Customer Service Playing Field
When customers compare businesses, they look to service quality as a differentiating factor.

Cloud Call Center - Leverage Cloud-Based Contact Center Technologies To Provide
Differentiated Customer Experiences

Leverage Cloud-Based Contact Center Technologies To Provide Differentiated Customer Experiences
Companies are increasingly turning to cloud-based contact center solutions that help deliver better experiences.

Cloud Call Center - Five Ways to Differentiate Your Customer Service Offering Using the Cloud

Five Ways to Differentiate Your Customer Service Offering Using the Cloud
Cloud contact center technologies should be used to assist businesses in adapting to customers' evolving channel preferences.

Product Showcase

Angel Outbound IVR Solution

Smart businesses know that it is far less costly to retain a customer than it is to gain one. With an outbound Interactive Voice Response (IVR) plan, a critical piece of an overall Customer Experience (CX) Strategy, businesses big and small can provide a high-touch, personalized CX - differentiating their brand above others. With a strategic Angel Outbound IVR campaign you can send personalized.


Cloud Call Center Featured Articles
| Industry News | eNewsletter | RSS Feeds
Technology Marketing Corp. 1997-2014 Copyright. | Ph: (800)-243-6002 (203)-852-6800 Fx: (203)-853-2845 | Contact Us |