8th November 2012: NewVoiceMedia has today announced that it has won the Best Technology Partnership with SHL, the global leader in talent measurement, in this year's Customer Contact Association (CCA) Excellence Awards. The entry showcased their unique global technology partnership, which has resulted in measurable improvements to SHL's global customer experience.
The CCA Excellence Awards are designed to recognise individuals' and organisations' commitment to delivering outstanding service. The winners were announced last night at the CCA Gala Dinner and Excellence Awards Ceremony, held at the Glasgow Hilton Hotel.
Supported by NewVoiceMedia, SHL has delivered a transformation programme, deploying new working practices and true cloud technology, resulting in a significantly improved customer experience. The strong partnership has triumphed over the high standards of the other finalists for the Best Technology Partnership category. Its competitors included British Gas metering operations with Aspect, the NHS business services authority with Eptica and the John Lewis Partnership and Transversal.
The CCA judging panel were particularly impressed with the global scale and benefits that the partnership has brought to SHL's customers. The project involved a global customer service provision being deployed in four locations (Stockholm, UK, USA and South Africa), having consolidated more than 20 outsourced locations. The service is available in 11 languages, with customers able to select the agent most appropriate to them depending on geography and language. One comment from the judges summarised the success perfectly: "the cost savings and continually improved customer satisfaction is true testament to the project".
Answering 90% of all calls within 20 seconds (irrespective of where they are in the World), SHL now delivers a truly global service through NewVoiceMedia's multi-tenant cloud contact centre solution, ContactWorld for Salesforce.
Jonathan Gale, CEO of NewVoiceMedia, said: "We've worked tirelessly with SHL to completely re-design its customer experience. It is a mutually beneficial partnership that relies heavily on trust and a deep understanding of each other's objectives. We're incredibly proud to have won this prestigious award. Our work with SHL demonstrates our commitment to working closely with our customers and we are agile and flexible enough to provide them with a solution that's specifically tailored to their needs."
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ContactWorld from NewVoiceMedia is an enterprise class contact centre, delivered via a true multi-tenant cloud architecture. 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. For further information, please visit www.newvoicemedia.com
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