Invocas Selects ContactWorld for Salesforce

Cloud computing and support services company, Invocas, has 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." 

About NewVoiceMedia

ContactWorld from NewVoiceMedia is an enterprise class contact centre, delivered via a true cloud model. 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. Info: www.newvoicemedia.com.

About Invocas

Invocas are a specialist software and services company, delivering solutions to the financial rehabilitation market.

Through tda, their unique people, process and technology platform, they are bringing together clients, advisers, introducers and key product partners and leading the way to ensure quality across advice, charging, product design and service.

Invocas is helping a range of companies in the financial services industry to transform operational performance, reduce costs and provide first class service to indebted consumers across the UK. Central to their platform is consistency, compliance and fairness resulting in every client being placed in the most appropriate solution for their circumstances. www.poweredbytda.com.

 

 

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