Melbourne based Health Insurance comparison service Choosewell has announced it will be deploying the Vocalcom Omnichannel customer interaction platform delivered by Quality Connex for its customer communications channels.
The Vocalcom solution will enable Choosewell to propel customer experience by adopting a single cloud-based contact centre platform, while enabling the organisation to achieve greater reliability and providing consumers with the option of omni-channel communications.
Quality Connex says the decision to select Vocalcom followed a comprehensive market review during which all of the major cloud contact centre vendors were considered.
Choosewell has selected to deploy Vocalcom through Quality Connex, an Australian-based cloud software and consulting company and the exclusive distributor for Vocalcom in Australia and New Zealand.
Jacob Murray-White, former Salmat veteran and now general manager – Digital & IT, Choosewell says “We are a Salesforce and cloud shop. We really wanted to make our Salesforce contact centre solution sing and we had a clear choice to make. Either go with astandalone contact centre solution or go with an on-platform, Salesforce contact centre offering. In our view, if you are invested in Salesforce and need contact centre software, native to Salesforce is the only way to go.”
“We also wanted to work with a professional organisation that could offer an appropriate ever green solution while at the same time moving away from open source”.
“In my 25 years in IT & contact centres, I have deployed and managed most of the major vendors’ solutions so I understand how complex and costly managing these systems can be. What we love about the Vocalcom solution is the simplicity of having everything inside of Salesforce and being able to manage everything from within the platform.”
According to Murray-White, by writing workflows inside of Salesforce, Choosewell will no longer have to manage complex integrations or write APIs that pass data backwards and forwards.
“It will also enable the organisation to find more effective ways to distribute leads for its outbound agents and improve their ability to sell rather than working out how to move dataaround from system to system.”