(The Hosting News) – NewVoiceMedia, the leading cloud contact centre vendor, today announced that its technology helped Watch Shop maintain its commitment to outstanding customer service. Britain’s leading online independent watch retailer experienced a complete telephony outage during its busiest trading week of the year, but was able to continue its customer support service just three hours later after switching from its previous supplier to NewVoiceMedia’s ContactWorld for Service solution.
The outage meant that customers were unable to reach the company by phone and calls couldn’t be routed elsewhere; but it was business as usual within three hours, as NewVoiceMedia deployed a new contact centre for Watch Shop, complete with new customer-facing phone numbers. Within seconds of publishing the new number, calls were once again being successfully routed to agents, with managers able to access real-time call statistics.
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