Lumesse and NewVoiceMedia: Revolutionizing Global Customer Support from the Cloud

By Allison Boccamazzo, TMCnet Web Editor

With the goal of completely revamping its international customer support service, Lumesse teamed with enterprise class contact center service NewVoiceMedia (News - Alert) yesterday. A global leader in integrated talent management solutions, Lumesse continues to provide excellent service to its over 2,000 customers with this partnership, which will enable global visibility of call handling as well as case-based routing, product and language specific agent selection, and Salesforce integration.

The company – which strives to provide flawless global customer support from four key support centers based in China, U.S., UK and Poland – selected ContactWorld for Salesforce as a result of their functionality as a genuine browser-based cloud platform. In other words, agents only needed a telephone line and an Internet connection to use the service. Even better, Lumesse can now access all global call analytics and data anytime anywhere, all because the platform is purely cloud-based. Additionally, intelligent call-and case-based routing also allows the company to deliver a close and local service, as customers are now routed to appropriate agents based on such determining factors as chosen language, product, and previous engagement with the company.

Carole Pitts, head of global customer support, Lumesse, stated, “Because we are a global business with a local focus we needed a solution that was going to connect all of our national and international agents, provide worldwide visibility and seamlessly integrate with our existing Salesforce service. Now, we can see exactly how calls are being handled regardless of whether the agent is in the UK, Poland, China or the USA. Also, when a customer rings our technical support line we want them to be recognised and routed to the right person even before the agent has picked up the phone...by having a cloud based service that has intelligent routing at the heart of it, our customers will experience a more joined up and personal service. Building great relationships with our customers is paramount to our service, so it makes sense to deliver a unique experience via our customer support team.”

Not only does this new system give customers immediate and precise access to the proper agents whenever they call, but it is fully integrated with the current Salesforce database at Lumesse, and can provide integration to the new service cloud functionality.

CEO of NewVoiceMedia Jonathon Gale elaborated on this process, stating, “Those organizations that are neglecting their voice channels and not taking advantage of the very latest technology will find that they are one step behind the competition. People want to be dealt with as individuals, not as part of the masses, implementing technology that treats every call differently and routes each one to the appropriate place will make the difference between just another customer and a long standing deeper relationship.”