ContactWorld for Salesforce provides Business Discovery leader with Cloud-based contact centre
Basingstoke, UK - 23 August 2011 - NewVoiceMedia, the provider of enterprise class contact centres delivered via a true cloud model, has today announced that QlikTech, a leader in Business Discovery – user-driven Business Intelligence, has implemented ContactWorld for Salesforce. The technology provides QlikTech with a scalable contact centre that works seamlessly with Salesforce CRM, providing sales and service employees in Europe and the US with a single, shared view of all customer interactions.
NewVoiceMedia logoThe QlikTech support team provides 24/7 advice and support to over 21,000 customers worldwide from five locations. The company selected the cloud solution to handle support calls when they moved this service in-house. On the sales side, the European and US teams benefit from integration into Salesforce so they can effectively progress all sales activities in the cloud.
“We had previously outsourced our customer support, but decided to bring it in house to improve the service to our clients. ContactWorld for Salesforce ensures that the team has all the information they need at their fingertips to serve our customers efficiently. Furthermore, as our sales personnel work across several markets we saw the benefit of extending the solution to this team also so that all sales leads are handled correctly. As an IT organisation, QlikTech understands the power of delivering business applications in the cloud and establishing a cloud contact centre was a very appealing proposition,” explains Mark Child, VP Information Systems, QlikTech. “NewVoiceMedia’s solution not only provided us with an enterprise-level contact centre, but delivered a smooth transition and an instant improvement in our level of service across all our geographies.”
ContactWorld for Salesforce offers the QlikTech support and sales teams access to a rich suite of features:
•Gain immediate access to a customer or prospect’s entire history of interactions from one screen, presented as a screen pop when the call connects
•Provide all customers with a local contact number for their support-related queries (calls are then routed dynamically and intelligently to the appropriate individual or team with the language skills needed to resolve the query)
•Call prospects with local presenting numbers, with call backs routed to the same agent
•Agents can make calls directly from within Salesforce with the click to dial function, saving time and improving call connections.
“QlikTech operates in an extremely demanding environment,” explains Jonathan Gale, CEO, NewVoiceMedia. “Their customers are some of the biggest global brands and they need 24/7 support. Instead of having a support and sales team in each country, QlikTech is using ContactWorld for Salesforce to deliver an integrated and consistent level of service to all customers from a handful of locations. We are delighted that they have moved their contact centre into the Cloud in order to deliver improved results for both QlikTech and its customers.”
