Cloud computing and support services firm invests in the cloud to help deliver first class customer service

Basingstoke, UK - 7th September 2011 – Cloud computing and support services company, Invocas, has today announced it has implemented ContactWorld for Salesforce to boost customer service levels, drive consistency and deliver on compliance. ContactWorld for Salesforce, an enterprise-class contact centre, delivered via a true cloud model, will be used internally by the company’s customer service agents and be made available to their partners looking to use Invocas’s tda platform to run their businesses.

Reflecting its focus on bringing together the best people with the best processes and the best technology, Invocas was looking for a solution that would help deliver a first class communications service to indebted consumers across the UK.

“We support a range of partners who work with people who have got themselves into financial difficulty, people who have decided that they need “financial rehabilitation”” explains David Macmillan, CEO, Invocas. “By delivering on choice, convenience, speed and compliance, we ensure our customers, our partners and their clients get the right solution at the right time through the right channel. It is therefore vital that we have a communication system that supports this. We selected ContactWorld for Salesforce to help us manage calls more effectively. Also, the way the technology works with Salesforce has really changed the way agents operate. They get seamless access to the full contact history when they receive a call so they can deliver consistently high customer service.”

ContactWorld for Salesforce identifies a caller by their telephone number, so incoming calls can be routed to the right individual, or team, based on that person’s status. This enables Invocas to route all incoming calls dynamically, based on three factors:

•The caller’s location
With ContactWorld for Salesforce all inbound calls are automatically routed to the right team to answer their query.

•The caller’s status
Calls can be routed based on case status ensuring they are delivered to the most appropriate agent.

•The case owner
If appropriate, callers are routed immediately to a specific case owner through a dedicated number so they can resolve an ongoing enquiry.

“With Salesforce already in place, it was a natural next step for Invocas to move their contact centre technology into the cloud,” explains Jonathan Gale, CEO, NewVoiceMedia. “Both these technologies are tightly integrated within a cloud environment, so Invocas and their partners are more empowered than ever before to deal with all callers – with ContactWorld for Salesforce - they have the information they need at their fingertips.”