545 0 Kommentare NewVoiceMedia positioned in the "Challengers" Quadrant of Gartner's Magic Quadrant for Contact Centre as a Service (CCaaS), Western Europe - Seite 2

According to Gartner, "Customer experience (CX) has become a CEO priority, and many enterprises are competing more on the experience than on their products or services. Most enterprises that sell services see revenue that is a multiple of the average for their industry, and, in some cases, they enjoy profits that are orders of magnitude greater than average. The value of CX is undisputed, and CX has become the new battleground for achieving sustainable, differentiated competitive advantage¹".

Carole Edwards, Head of Contact Centre at Vax, Britain's leading floorcare brand, commented, "With NewVoiceMedia's platform we are able to successfully manage 70,000 multi-channel contacts each month, while improving both employee and customer satisfaction. Consumers expect an effortless experience and ContactWorld has enabled us to build solutions that are easy to access and deliver and the results are impressive too. First contact resolution is now at 87 percent, NPS is 91 percent, and we have the highest employee satisfaction scores in the business. Our customers benefit from a completely unique, personalised experience that is designed with them in mind".

For further information and to view a complimentary copy of the Magic Quadrant for Contact Centre as a Service (CCaaS), visit www.newvoicemedia.com

Disclaimer:
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

1 Gartner, How User Experience Can Make or Break Your Customer Experience, September 2, 2016, http://www.gartner.com/document/3052120?ref=solrAll&refval=173891396&qid=727c2026ceff61b3189cc0d856017242

About NewVoiceMedia

NewVoiceMedia powers customer connections that transform businesses globally. The leading vendor's award-winning cloud customer contact platform revolutionises the way organisations connect with their customers worldwide, enabling them to deliver a personalised and unique customer service experience and drive a more effective sales team. With a true cloud environment and proven 99.999% platform availability, NewVoiceMedia ensures complete flexibility, scalability and reliability.