Esker moves to the cloud to improve customer service experience

NewVoiceMedia today announced that Esker has transformed its customer service experience and improved operational efficiencies with its new ContactWorld platform.

Esker helps organisations automate their manual business processes with a suite of on-demand solutions:

  • The company has been able to handle more than 3,000 inbound and 2,500 outbound calls each year
  • Average call-handling time is down by 25%
  • Customer satisfaction has increased to 96%
  • The number of missed calls has reduced to virtually zero

The software management business 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, so adopted NewVoiceMedia’s cloud contact centre solution ContactWorld for Service to replace its old system.

The new 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 change call plans to meet customer demand.

Mathieu Labaune, technical trainer at Esker, commented: “Agents now receive whispers through their headsets alerting them to the customers’ language and their details pop-up on their screen, meaning they have detailed insights which can help them provide a completely personalised service.”

Written from press release by Leah Alger