Basingstoke: NewVoiceMedia's ContactWorld helps Ukash scoop Contact Centre Forum Award

Cloud contact centre vendor NewVoiceMedia, based in Basingstoke, has helped online cash payment provider Ukash to take the ‘Innovation and Improvement 2014’ title at the London and South East Contact Centre Forum Awards.

Since deploying NewVoiceMedia’s innovative cloud contact centre technology, ContactWorld for Service with Salesforce Integration, Ukash has enhanced its customer experience and increased ROI significantly. The company implemented the solution in October 2012 to deliver a support service to customers in more than 55 countries, and has since reduced customer effort by 15%. Call abandonment is down to less than 3%, first contact resolution has increased to 72% and customer satisfaction has improved considerably.

Emanuela Azzarello, customer services manager at Ukash, commented: "With ContactWorld, we now have complete visibility of our business metrics and have seen measurable improvements in the service we provide. Costs have been reduced by 45%, efficiency has improved by 102% and, most importantly, customer satisfaction is at an all-time high.”

Jonathan Gale, CEO of NewVoiceMedia, added: “We are delighted that Ukash has been recognised and rewarded for the quality and personal touch of its customer experience. These awards are an excellent benchmark for a company like Ukash that is so dedicated to delivering service excellence. The company has been able to utilise the power of intelligent routing, a core component of ContactWorld, to offer its global customer base a completely unique, personalised experience – greatly improving satisfaction rates”.

The awards, which were held in London on May 16, are designed to recognise and celebrate the achievements of individuals and organisations from London and the South East.