Esker moves to the cloud to transform customer service experience
December 07, 2017 -- NewVoiceMedia, a leading global provider of cloud contact centre and inside sales technology that enables businesses to have more successful conversations, today announced that Esker has transformed its customer service experience and improved operational efficiencies with its ContactWorld for Service platform. Esker is a global leader in document process automation, helping organisations automate their manual business processes with a suite of on-demand solutions. Founded in 1985 with headquarters in Lyon, France, the multi-award-winning company now has 300,000 users of its services. With legacy on-premise contact centre technology that failed to integrate with its CRM software, Esker found that call handling time was far longer than it needed to be, and knew it needed to improve the experience of its customers who call for technical support. Esker adopted NewVoiceMedia's cloud contact centre solution ContactWorld for Service to replace its old system. With seamless CRM integration, the technology intelligently routes incoming calls to the most appropriate advisor and delivers immediate access to a caller's information and call history, enabling them to provide a personalised customer service experience. Additionally, the sophisticated call recording system allows Esker to better evaluate call handling, providing valuable and actionable insights into customer experience and satisfaction. Supervisors can also monitor calls in real time, better assess their employees' workload, and easily change call plans so that the team is allocated optimally to meet customer demand.
- The company has been able to handle more than 3,000 inbound and 2,500 outbound calls each year
- Average call-handling time is down by 25 percent
- Customer satisfaction has increased to 96 percent
- Number of missed calls has reduced to virtually zero