Centre of Excellence to shape delivery and adoption across client portfolio
Vertex, a leading international Customer Management Outsourcing business with clients in the private and public sectors, has announced a worldwide agreement with customer interaction software specialist numero to implement the numero uno software platform and to resell the software.
The integration of the software will deliver efficiencies within the customer management environment and across the spectrum of contact channels. The agreement will benefit clients worldwide.
numero uno delivers a number of features that enhance the customer management process. Key components are that it:
- uses automated natural language analysis to immediately route an enquiry to the correct department such as sales, deliveries, complaints or invoices;
- contextualises any enquiry by presenting the customer’s contact history regardless of channel; and
- presents, via that same screen, useful information to assist in the resolution of the query. For example, if the enquiry relates to fulfilment, the screen might show available delivery times, the most recent address the organization holds for that customer and any previous notes they’ve provided about their delivery preferences;
Pete Collins, Managing Director, Customer Management Delivery, Vertex, said, “Consumers care more about the quality of the experience they receive from an organisation than the channels they use. numero uno gives our agents a powerful platform that pools insights across each channel in real time and improves the customer experience saving clients significant time and cost.”
Vertex client Home Delivery Network Ltd (HDNL) is among the first to benefit from the new platform. Commenting on the integrated platform, Chris Airey, CIO of HDNL said: The addition of numero uno has improved our ability to respond to our customers needs. In particular we have used the platform to transform the relationship and transparency between the contact centre and our parcel operation centres.”
Guy Colcough, CEO and founder, numero added, “In these fast moving times, customers expect to make contact on their terms using their chosen method of communication. With numero uno, Vertex can help organisations to support this demand, helping them to do the right thing for their customers.”
For more information please visit Vertex.