Cloud Solutions Help MobileIron Strengthen Customer Experience and Sales Performance

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Thursday, February 19, 2015.

NewVoiceMedia, a leading provider of cloud contact centre solutions, has reportedly helped EMM specialist MobileIron achieve exceptional customer service and sales improvements globally, thanks to its cloud technology investments.

Following integration of NewVoiceMedia's ContactWorld for Service and ContactWorld for Sales and Marketing solutions with MobileIron's Salesforce ecosystem, the organisation has experienced better sales performance, increased connection rates with prospects and greater customer service efficiencies.

This success adds to MobileIron's security and management services with mobile apps, contents and devices for more than 300 partners and 7,500 customers worldwide.

NewVoiceMedia was chosen by MobileIron because of its advanced Salesforce integration and ability to easily scale globally. Within the first month of implementing ContactWorld, the company saw 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, VP of Customer Success at MobileIron. "Thanks to NewVoiceMedia, we've 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 US, India and the Netherlands, and with NewVoiceMedia's technology, it is able to support its global customer experience and better manage call flows and spikes.

Boosted further by seamless CRM integration, both the sales and marketing teams are given instant access to customer data, to provide better service and sales interactions. The integration of caller line identification with Salesforce has also reduced call lengths by 20 percent, which is proving to be a key differentiator for a global business handling more than 1,000 calls per month.

Additionally, the built-in scalability of the solutions helps to support MobileIron's increased growth, with the ability to be expanded on-demand to suit evolving needs.

MobileIron's enterprise customers and partners are taking advantage of NewVoiceMedia's dynamic routing of service tickets, based on data held in Salesforce. Now every call is automatically connected to the most qualified and relevant employee, delivering a differentiated and personalised caller experience.

"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."