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H.R. Owen Improves Customer Experience through NewVoiceMedia Hosted Call Center

January 22, 2013
By Rajani Baburajan, TMCnet Contributor

NewVoiceMedia (News - Alert), a provider of hosted call center solutions, has been selected by H.R. Owen, a car dealership company that specializes in selling prestigious cars including Aston Martins and Rolls Royces to Bentleys, Bugattis, Ferraris and Lamborghinis.

H.R. Owen has selected NewVoiceMedia’s ContactWorld for Salesforce hosted call center and customer experience architecture. The deployment is significant because it’s one of the first car dealers to make use of true cloud customer experience services.

The car dealer was impressed by the hosted call center’s ability to integrate with Salesforce. Further the solution provided to be a genuine browser- based cloud platform. H.R. Owen recently upgraded its legacy CRM solution to provide a bespoke customer experience. For this ContactWorld hosted call center was the ideal solution. The solution now enables H.R. Owen to handle complex call routing through the existing infrastructure.

 “We have high hopes that ContactWorld will be transformative for our business. When a customer rings one of our dealerships, we want them to be recognized at the point the call is answered. Our business is based on relationships and we want to help generate rapport at every customer contact point, from sales to servicing,” said Chris Harris, marketing and customer director, H.R. Owen, in a statement.

According to Harris, ContactWorld offers them a compelling proposition as they did not have to replace the existing telephony infrastructure. Further the company also benefits from out-of-the box integration to Salesforce and infinite scalability of the cloud.

“Using ContactWorld will mean that we don’t have to invest in expensive appliances and hardware to get going quickly, unlike some other vendors,” Harris added.

“It’s not just contact centers that need to provide a bespoke end-to-end customer experience over voice,” said Jonathan Gale, CEO of NewVoiceMedia, “specialist industries recognize the potency of integrating cloud telephony to their CRM. People buy from people, so a human conversation is what in many instances will make the difference between a one-off sale and a long standing deeper relationship”.

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Edited by Amanda Ciccatelli

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