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Salesforce Evolves Into Interactive Contact Centre

The changing face of customer service is going through yet another incarnation with the introduction of SalesForce New Zealand’s interactive contact centre.

At a function to celebrate new premises, a year in business and remarkable growth, the company announced that it has become New Zealand’s first Internet enabled contact centre.

For customers, the new state-of-the-art Genesys system will provide assistance that extends the traditional call centre way beyond current levels of service.

SalesForce Managing Director, Michael Masterson, is convinced that net-savvy contact centres is the next big thing.

“The industry has evolved from telemarketing in the 80’s, to call centres in the 90’s. Now we are seeing the emergence of fully integrated contact centres.

“SalesForce provides customers with the ability to do business in any way they want – via telephone, fax, email, co-browsing or online chat,” says Masterson.

By linking to clients’ websites and featuring an online ‘Contact Me’ button, SalesForce agents will be able to provide live communication by means of voice over Internet protocol (VOIP), chat, or video conferencing.

When requested by the customer to do so, agents can become co-browsers and simultaneously use the website with the customer to demonstrate a procedure or function.
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“The frustration of using a website online service, then getting stuck with no way to continue will be eliminated. Our agents will be able to immediately answer text based enquiries, use VOIP and demonstrate what the customer should do next,” said Masterson.

Genesys also provides intelligent routing of telephone calls, recognising client’s telephone numbers and routing them to the agent they last spoke to, or the agent most likely to be able to assist them based on their caller history.

Using email as a method of inquiry and complaint is fast becoming one of the preferred means of consumer communications.

Genesys uses context analysis to recognise key words within email messages, interpret their meaning and direct them to appropriate channels.

“Genesys allows SalesForce to offer a total point of contact for the companies we represent. Email, Internet, fax and telephone communication with customers becomes efficient and seamless,” said Masterson.

Since its establishment in March 1999, SalesForce has grown from four to over 110 employees.

Major clients include Ericsson, Telstra, Fly Buys, Compaq, Mobil, Walker Wireless, New Zealand Air and Sky TV.

SalesForce started in Australia 11 years ago. It now employs nearly 3,000 people in three countries – New Zealand, Australia and Malaysia.
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