GoResponse Telephone Answering Service Staff

NewVoiceMedia to boost service quality of US broadcaster

Mic in front of the control panel in broadcasting studioNewVoiceMedia has announced that it will help boost the customer services quality of American Public Media Group (APMG). The US firm is a distributor and producer of premium public radio programming. Now, with the aid of NewVoiceMedia’s ContactWorld solution, the firm should be able to boost its call centre offerings and enhance customer experiences.

APMG has more than 49 radio stations spread across five American states. The firm needs a complex phone solution that can route inbound traffic from both listeners and members to the correct agent across various states. Due to the various locations involved, it is also essential that quality connections can be maintained no matter where the caller is from.

APMG Director of IT Business Systems Rajesh Kapur said: “NewVoiceMedia supports the automation of our incoming calls, and because we are able to programme dynamic call flows based upon the numbers called, time of the day and customer attributes, it helps our staff to respond efficiently to those calls and provide excellent customer service to our members and listeners.”

NewVoiceMedia’s ContactWorld provides advanced contact centre features, including intelligent IVR, customer agent visibility and dynamic call routing, so that companies can streamline their services. This allows it to be deployed in businesses where there may be complex communication needs. NewVoiceMedia CEO Jonathan Gale said that the flexible platform can be moulded to fit a firm’s needs, so it could be ideal for other telephone answering services that want to boost customer services quality.

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