MobileIron strengthens customer experience with NewVoiceMedia


NewVoiceMedia, a leading provider of cloud contact centre solutions, announced that MobileIron, the global leader in Enterprise Mobility Management (EMM), has achieved exceptional customer experience and sales improvement on an international scale with its cloud technology investments.

Since integrating NewVoiceMedia’s ContactWorld for Service and ContactWorld for Sales and Marketing solutions with MobileIron’s Salesforce ecosystem, the company has seen better sales performance, increased connection rates with prospects and greater customer service efficiencies including a 20 percent reduction in average handle times.

MobileIron’s software provides security and management for mobile apps, contents and devices to more than 300 partners and 7,500 customers around the world, and is committed to delivering an exceptional support experience. After reviewing six contact centre suppliers, MobileIron chose NewVoiceMedia because of its unsurpassed Salesforce integration and ability to easily scale globally. Within the first month of implementing ContactWorld, the company experienced 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, vice president of customer success at MobileIron. “Thanks to NewVoiceMedia, we have 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 U.S., India and the Netherlands, and with NewVoiceMedia’s cloud contact centre technology it is able to support its global customer experience and better manage call flows and spikes. With seamless CRM integration, both sales and marketing teams have instant access to customer and prospect data so they can provide better service and sales interactions. Additionally, the integration of caller line identification with Salesforce has reduced call lengths by 20 percent — a key differentiator for a global business handling more than one thousand calls per month.

NewVoiceMedia’s built-in scalability helps support MobileIron’s increased growth with the ability to be expanded on-demand to suit changing needs. For example MobileIron plans to expand ContactWorld to a new contact centre in London