Vaillant, one of the world's largest heating technology manufacturers, says it has transformed its customer experience with NewVoiceMedia's cloud contact centre solution 'ContactWorld for Service'.
The company is using the technology to successfully resolve over 600,000 inbound calls a year, while improving both customer and employee satisfaction.
The solution is said to have delivered a 200% efficiency improvement and dialling errors have reduced to zero.
Vaillant now benefits from immediate access to a customer's entire history of interactions from one screen and real-time reporting and analytics, offering complete visibility of contact volumes, advisor performance and customer experience.
Jonathan Gale, CEO of NewVoiceMedia, commented: "It's great to hear how much our integration capabilities and scalable technology is helping Vaillant deliver a personalised customer experience to thousands of customers around the world, while also improving advisor performance. And by moving to the cloud, Vaillant benefits from complete scalability as the business grows."