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July 28, 2014

Lumesse weathers the storm with NewVoiceMedia’s cloud technology

The technology enabled the talent management solutions provider to seamlessly provide customer support.

By Duncan Macrae

Lumesse, a specialist in integrated talent management solutions, claims it was able to seamlessly provide its customer support service during Germany’s worst storms this century, with NewVoiceMedia’s solution ‘ContactWorld for Disaster Recovery’.

Despite the chaos that the severe weather caused throughout western Germany last month, it was business as usual for agents at Lumesse’s Dusseldorf customer support centre. As part of the company’s disaster recovery plan, landline calls can be routed to individuals within seconds, so the customer support team were able to handle calls from home as they would in the office.

Furthermore, because ContactWorld is a cloud solution, Lumesse could continue to access all global call analytics in real-time.
Lumesse deployed ContactWorld for Disaster Recovery alongside its cloud contact centre solution ContactWorld for Service, to ensure its customer support service runs smoothly in all eventualities. ContactWorld has intelligent routing at the heart of it through its seamless integration with Salesforce, which enables Lumesse to deliver a unique, joined up and personalised international support service from its four key Customer Support centres based in EMEA, APAC and the US. The company’s 2,300 customers have access to 18 in-country numbers and calls are routed to customer support staff based on their chosen language, product and previous engagement with the company.

Jonathan Gale, CEO of NewVoiceMedia, said: "Unplanned events such as extreme weather can have a serious impact on a business’s operations, so continuity planning is crucial to ensure the contact centre can run smoothly in all eventualities. With our true cloud technology, Lumesse can route all incoming calls to individuals, so Customer Support staff can work effectively from any location, ensuring a continuous level of service."

Carole Pitts, head of global customer support at Lumesse, added: "It’s vital for us to be able to deliver a fast, efficient and effective service around the clock, and that we have a robust disaster recovery system in place to protect us no matter what challenges arise. Our cloud contact centre solution from NewVoiceMedia enables our Customer Support team to work from an alternative location if the office is inaccessible, meaning our service is not interrupted, regardless of any problems we may encounter."

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