Cloudy outcomes for TNT customer management

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Global logistics and delivery company TNT is bolstering its customer relationship management systems, with new cloud-based contact centre software from NewVoiceMedia.
The ContactWorld system will also be integrated into TNT’s use of Salesforce.

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.

Phil Parkin, CIO at TNT UK, said: “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.”

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.”

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