Magine AB takes customer service to the cloud


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Magine AB, the Stockholm-based provider of live television services in the cloud, has established a new customer service operation using NewVoiceMedia’s cloud contact centre technology, ContactWorld for Service.

The company, which selected the solution for its easy set-up and maintenance, rich reporting and seamless integration with Salesforce, can now deliver the best possible customer experience. With personalised services being at the very heart of the new contact centre, customers will now benefit from optimised intelligent call routing, ensuring their calls are connected to the right team member, faster. In addition, personalised IVR messages will help to highlight useful caller information before the call gets to an agent, meaning a more holistic and well informed experience.

Founded in 2012, Magine AB is expanding rapidly and will benefit from ContactWorld for Service’s scalable capabilities which suit fluctuations in demand. What’s more, agents can log into the same system wherever they are, as all they need is a phone and internet connection, meaning that staff can benefit from flexible working. The platform offers a real-time window into the entire contact centre operation, so agents can be easily managed, and customisable, rich reports allow the company to expose where improvement opportunities exist.

Sanna Fransson, Head of Customer Services at Magine AB, comments, “NewVoiceMedia offered us the best solution for our business requirements and we are pleased to be live with flexible, scalable telephony and delivering a fast and reliable service. The Salesforce integration ensures all our activities are logged, meaning we can quickly access the information we need, as we need it”.

Jonathan Gale, CEO of NewVoiceMedia, adds, “It’s great to see Magine AB embracing cloud technology for customer service operations, as it has for other areas of the business. ContactWorld for Service will ensure an excellent level of customer support and is easily scalable as the business grows”.

Magine AB creates easy access to all TV content, on all screens, without the need for set top boxes and installations. Services are currently available in Sweden and will be launched across Europe later this year.

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