Online payment provider improves service

Ukash has implemented ContactWorld for Service, for a single, shared view of all customer interactions.

The UK-based company had previously outsourced customer services, but selected the solution from NewVoiceMedia to handle support calls when it moved the department in-house, to focus on an improved customer experience and gain complete control of operations.

Ukash benefits from a suite of features, including Dynamic Routing, which directs incoming calls based on data from within Salesforce. Rather than treat all callers in a queue with the same importance, the company can prioritise VIP customers, resolve existing calls and recognise international callers and route to agents speaking their language.

The solution also offers access to a customer’s or prospect’s entire history of interactions from one screen, and call recording ensures a complete record of calls is kept.

Ukash Operations Director Shiraz Sonday adds, “NewVoiceMedia not only provided us with a reliable and feature-rich contact centre, but delivered a completely flexible and scalable solution. We can add new country support lines within days and don’t require IT expertise to make changes. We’ve definitely got more control over our customer experience than ever before”.

Jonathan Gale, CEO, NewVoiceMedia, comments, “Ukash currently operates in more than 55 countries, so true cloud technology is ideal for delivery of an integrated and consistent level of service. It’s also scalable as the business grows, without the headache of integration, upgrades and maintenance. We’re very pleased that the company has made such significant improvements since implementation”.