Outsourced contact centre, Ventrica which provides niche, high quality customer contact services, is continuing its policy of investing in innovative technology to better serve its customers. The company has chosen to deploy Salesforce so it can enhance its offering of outsourced web-chat, social media and e-mail marketing services.
Salesforce complements Ventrica’s existing investment in world-class technology from vendors such as Avaya and Altitude.Head of IT at Ventrica, Pete Edwards comments on the new technology, “The explosion of Internet-based businesses and the social media boom has resulted in an increasing demand from clients for new types of customer interactions that go beyond the telephone. Salesforce will enable us to build a robust integrated multi-media and multi-channel customisable platform that will meet our customers’ increasingly diverse needs.
Edwards concludes, “We are also able to integrate Salesforce with our telephony platform on both inbound and outbound dialling. This allows us to pull together the relevant Salesforce and back-office information for the agent while the call is initiating. The ability to gather and share data will be a major benefit for our clients”.