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TNT to deliver customer service excellence from the cloud with NewVoiceMedia

NewVoiceMedia, a leading global provider of cloud contact centre technology, today announced that TNT UK is using its ContactWorld solution to enhance its customer experience and improve operational efficiencies across the business.

A market leader in global express, logistics and international parcel delivery services, TNT signed a two-year agreement to implement NewVoiceMedia’s ContactWorld for Service with Salesforce integration, which replaced inflexible, on-premise software, as part of its overall business strategy to offer the best possible customer service, improve efficiencies in the contact centre and reduce operating costs.

The company selected NewVoiceMedia’s technology for its demonstrable return on investment and quantifiable efficiency gains, together with its seamless Salesforce integration and extended capabilities such as dynamic routing. Since deploying the solution in October, TNT – The People Network – has already reduced average handling time and improved customer satisfaction.

TNT’s customer agents now benefit from immediate access to a customer’s entire history of interactions and inbound calls are intelligently managed and routed, ensuring callers are connected to the right team member – improving handling time and customer satisfaction. With a true cloud environment and proven 99.999% platform availability, NewVoiceMedia also offers the company a reliable and flexible platform for growth and reduced capital investments.

Phil Parkin, CIO at TNT UK, comments, “Through ContactWorld’s integration with Salesforce, we have the detailed insight, reporting and call recording that we were looking for, meaning our people can spend more time supporting customers and less time handling administrative tasks.

“Aligning our customer services with our overall business strategy is an important step for TNT and has already been transformative to our business”.

Jonathan Gale, CEO of NewVoiceMedia, added, “Our true cloud platform enables TNT to deliver a consistent, personalised experience to its thousands of UK customers, and is easily scalable and highly cost-effective when compared with on-premise or even other hosted contact centre solutions. We are extremely pleased to be working with TNT and are confident that ContactWorld for Service will help further strengthen its leading position in the market, as the company and its customers recognise immediate benefits from the solution”.