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Ventrica invests in Salesforce.com to support rise in demand for multi-media contact such as web chat & social media

07/03/2013

Ventrica invests in Salesforce.com to support rise in demand for multi-media contact such as web chat & social media


Ventrica invests in Salesforce.com to support rise in demand for multi-media contact such as web chat & social media

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. For example our agents will be able to hold web chat conversations with customers from multiple websites, with each chat session tailored for both the customer and the agent, in terms of branding, content, and the underlying business process. In addition we can manage e-mail and social media interactions through case management and a robust CRM system.”

According to Edwards, Salesforce also has the advantage of being a cloud-based SaaS solution which gives Ventrica and its clients complete resiliency, without the need for additional infrastructure.

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”.

For more information visit - www.salesforce.com/uk/

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