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July 29, 2013

Ukash deploys new solution to handle calls

Ukash said it has reduced call handling time and improved overall management.

By Amy-Jo Crowley

Cash payment provider Ukash has deployed a new cloud solution from NewVoiceMedia designed to direct calls to appropriate agents.

The ContactWorld solution integrates with Salesforce hardware, allowing calls to be tracked and prioritised.

The UK-based company said that access to NewVoiceMedia’s voice technology and real-time data of a customer’s call history reduces costs and enhances user experience.

Jonathan Gale, CEO at NewVoiceMedia, said: "It’s also scalable as the business grows, without the headache of integration, upgrades and maintenance."

Other features include Dynamic Routing that prioritises calls based on data from Salesforce as well as a click-to-dial function that saves time and improves call connections.

Emanuela Azzarello, customer services manager at Ukash, said: "We’ve reduced average handling time, achieved call abandonment rates of 1%, improved the management of our department and increased ROI on our previous model."

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