London (PRWEB UK) 23 September 2013
NewVoiceMedia’s cloud contact centre solution, ContactWorld for Service, has helped Lumesse reach the final in the ‘Customer Service Innovation of the Year’ category of the European Call Centre and Customer Service Awards.
Through deployment of the innovative technology, Lumesse, a global leader in integrated talent management solutions, has been able to deliver an exceptional international customer support service, benefiting from global visibility of call handling, intelligent call routing and Salesforce integration.
As a result of NewVoiceMedia’s true cloud solution, Lumesse is providing seamless global support from its four key contact centres based in EMEA, APAC and the US. Customers now have access to in-country numbers across 40 markets and calls are routed to agents based on their chosen language, product and previous engagement with the company.
Jonathan Gale, CEO of NewVoiceMedia, comments: “The European Call Centre and Customer Service Awards recognise and reward the most successful individuals and organisations in the contact centre and customer service industry, so we are incredibly proud to have reached this stage. As ContactWorld has intelligent routing at the heart of it, Lumesse has been able to offer customers a unique, joined up and personalised service which has greatly improved satisfaction rates. We look forward to hearing what the judging panel has to say about our joint efforts.”
Carole Pitts, Head of Global Customer Support at Lumesse, says, "Being one of just four organisations to be shortlisted for this prestigious award is incredibly exciting. The Awards are a great benchmark for a company like Lumesse that is dedicated to delivering service excellence and we’re looking forward to the judges’ comments.”
The European Call Centre and Customer Service Awards recognise excellence in the call centre and customer management community and will be presented at a gala dinner on 2nd October 2013 at the London Hilton in Park Lane.
For further information, please visit http://www.newvoicemedia.com