Written by Jeff Owen | Feb 17, 2015 5:00:00 AM
NewVoiceMedia boosts MobileIron’s global sales and service efficiencies across the globe — uniting the customer journey
NewVoiceMedia, a leading provider of cloud contact centre solutions, today announced that MobileIron (NASDAQ: MOBL), the global leader in Enterprise Mobility Management (EMM), has achieved exceptional customer experience and sales improvement on an international scale with its cloud technology investments. Since integrating NewVoiceMedia’s ContactWorld for Service and ContactWorld for Sales and Marketing solutions with MobileIron’s Salesforce ecosystem, the company has seen better sales performance, increased connection rates with prospects and greater customer service efficiencies including a 20 percent reduction in average handle times. MobileIron’s software provides security and management for mobile apps, contents and devices to more than 300 partners and 7,500 customers around the world, and is committed to delivering an exceptional support experience. After reviewing six contact centre suppliers, MobileIron chose NewVoiceMedia because of its unsurpassed Salesforce integration and ability to easily scale globally. Within the first month of implementing ContactWorld, the company experienced strong ROI across both its sales and service teams. “Everything we do as an organisation is focused on consistent delivery of excellent service and sales performance on a global scale”, said Mike McCarron, vice president of customer success at MobileIron. “Thanks to NewVoiceMedia, we have seen a strong improvement in customer satisfaction over the last six months. The NewVoiceMedia team has been an incredibly strong partner throughout the deployment process ensuring that it went smoothly and without customer disruption”. MobileIron has contact centre operations in the U.S., India and the Netherlands, and with NewVoiceMedia’s cloud contact centre technology it is able to support its global customer experience and better manage call flows and spikes. With seamless CRM integration, both sales and marketing teams have instant access to customer and prospect data so they can provide better service and sales interactions. Additionally, the integration of caller line identification with Salesforce has reduced call lengths by 20 percent — a key differentiator for a global business handling more than one thousand calls per month. NewVoiceMedia’s built-in scalability helps support MobileIron’s increased growth with the ability to be expanded on-demand to suit changing needs. For example MobileIron plans to expand ContactWorld to a new contact centre in London to serve EMEA customers, which can happen in days rather than months thanks to NewVoiceMedia’s true cloud platform. Overall MobileIron’s customers and partners continue to benefit from NewVoiceMedia’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. “Since we began working with MobileIron we knew the company had a strong vision for delivering a world-class customer service and sales experience”, said Jonathan Gale, CEO at NewVoiceMedia. “Our cloud technology delivers a scalable, global infrastructure, and we’re delighted to hear that the results have exceeded MobileIron’s expectations and helped them build a competitive edge”. To find out more about MobileIron’s use of NewVoiceMedia’s technology, download the case study at
www.newvoicemedia.com