NewVoiceMedia announced that Selectra, a leader in energy price comparisons, has chosen its ContactWorld for Service platform to enhance its contact centre operations and customer experience throughout Europe. Selectra signed a three-year agreement for ContactWorld, replacing previous contact centre technology from Talkdesk that had a basic level of API integration with its Zoho CRM platform and very limited telephony infrastructure.
NewVoiceMedia’s API-led contact centre technology integrates seamlessly with the CRM software to ensure all customer interactions are tracked and service levels measured, offering the company communications that are complementary to its Zoho system.
The Paris-based firm selected NewVoiceMedia’s solution for its deep integration with Zoho, global insights and rich functionality, to offer the best possible experience for its European customer-base served largely from Madrid, while benefiting from a single view of performance across all its operating units.
With ContactWorld, the company’s customer service agents will benefit from immediate access to a customer’s entire history of interactions and inbound calls can be intelligently managed and routed, ensuring callers are connected to the most appropriate consultant – improving handling time and customer satisfaction. With a true cloud environment, NewVoiceMedia also offers the company a flexible platform for growth and reduced capital investments.
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.
Aurian de Maupeou, co-founder of Selectra, comments, “We spent several months benchmarking contact centre technologies and NewVoiceMedia’s pricing and ability to implement a new integration within tight deadlines made it the best choice. We integrated ContactWorld into Zoho in less than a month using NewVoiceMedia’s API-led platform, and are experiencing far superior integration capabilities than with our previous technology”.
Scott Sampson, Chief Revenue Officer of NewVoiceMedia, adds, “We’re delighted to be working with Selectra and further accelerating our business throughout Europe. ContactWorld’s seamless CRM integration, scalability and flexibility will help the company deliver a completely unique and personalised customer experience to thousands of customers across Europe, while also improving advisor performance and satisfaction”.
Founded in 2007, Selectra helps residential and business customers reduce their electricity, gas, Internet and mobile phone bills. In 2016, 250,000 households and families used the company for their electricity or gas contracts.