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December 16, 2011

Cunningham Lindsey handles Xmas calls in the cloud

Helpline’s staff can switch on their laptop and begin serving customers in seconds

By Jason Stamper

Loss adjusting and claims management company Cunningham Lindsey has deployed cloud-based contact centre provider NewVoiceMedia’s ContactWorld to manage the upsurge in call volumes that often occur around Christmas due to extreme weather events.

With the implementation of ContactWorld, Cunningham Lindsey is provided with increased flexibility, as claims staff can manage the overflow calls from home, or wherever they may be, effectively boosting the company’s response to any increase in demand.

Cunningham Lindsey’s will be able to scale up their operation in-line with their needs and with ContactWorld, the helpline’s staff can switch on their laptop and begin serving customers within seconds.

ContactWorld also offers advanced call routing functionality, meaning that the teams with the most appropriate skill set can handle the right calls, therefore offering a more personalised experience for clients.

Cunningham Lindsey Service centre director Steve Whetter said ContactWorld ensures Cunningham Lindsey’s infrastructure operates as seamlessly as possible, so that each customer receives excellent service, regardless of the season or weather pattern.

"We chose NewVoiceMedia as they ticked every one of our requirement boxes. What’s great is that we’re far more agile now, and with cloud technology we’re better prepared than ever before for any upsurge in demand," said Whetter.

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