Esker moves to the cloud

NewVoiceMedia, a global provider of cloud contact center and inside sales technology that enables businesses to have more successful conversations, has announced that Esker has transformed its customer service experience and improved operational efficiencies with its ContactWorld for Service platform, the company said.

Esker is a global provider of document process automation, helping organizations 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 center 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 center 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 personalized 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.

Since implementation, Esker has increased efficiencies, is offering a better customer service experience and has access to data to drive successful decision making.

NewVoiceMedia´s cloud contact center and inside sales platform delivers more successful conversations.

The vendor´s award-winning customer contact platform helps organizations worldwide build a more personal relationship with every customer or prospect. It joins up all communications channels without expensive, disruptive hardware changes and plugs straight into your CRM for full access to hard-won data. With a true cloud environment and proven 99.999% platform availability, NewVoiceMedia ensures complete flexibility, scalability and reliability.