We've been able to truly streamline our contact center (inbound and outbound) with a simple data model all sitting inside Salesforce.
Sydney, Australia (PRWEB) February 23, 2015
Vocalcom, the leading provider of cloud contact center software and social interaction technology, announces an industry-leading Mortgage Broker group based in Sydney, has achieved exceptional customer experience and sales improvement on an international scale with its Salesforce investments.
Since integrating Vocalcom Cloud contact center with Australian Credit and Finance’s Salesforce ecosystem, the company has seen better sales performance, increased connection rates with prospects and greater customer service efficiencies including a 132% percent in daily productivity, and a 20 percent reduction in average handling times.
“Australian Credit and Finance (ACF) was looking for a single cloud communications solution integrated within Salesforce to improve sales performance. Migrating older, disparate systems across multiple locations to the Vocalcom all-in-one cloud contact center solution integrated within Salesforce is a big leap forward for enterprise contact center operations,” noted Anthony Dinis, CEO at Vocalcom. Vocalcom Salesforce Edition is a cloud communications, and customer engagement platform that takes full advantage of the distributed nature of the Salesforce platform, and we’re delighted to hear that the results have exceeded ACF’s expectations and helped them build a strong competitive edge.”
“After a few false starts with other vendors, the team at Vocalcom and local distributor Quality Connex have been great in helping us get up and running. We've been able to truly streamline our contact center (inbound and outbound) with a simple data model all sitting inside Salesforce. Due to the obvious financial benefits and flexibility, and the fact that regular upgrades and ongoing innovation are available without any additional burden on internal IT resources, we are better able to focus on reducing customer effort, which is what boosts acquisition and loyalty,” said David Hyman, Managing director of ACF.
Australian Credit and Finance (ACF) is a national Mortgage Broker group based in Sydney. Heavily focused on consumer marketing and lead generation, and on making contact with their leads in a quick and efficient manner in what is an extremely competitive industry. http://www.creditandfinance.com.au
Overall ACF’s customers benefit from Vocalcom’s dynamic routing of service tickets based on data held in Salesforce. Now every call is automatically connected to the most qualified agent delivering a differentiated and personalised caller experience. This includes prioritising calls in queue and personalising a welcome for each calling customer. http://www.vocalcom.com