News
NewVoiceMedia partners with Rapid7
September 2018 by Marc Jacob
NewVoiceMedia announced that SecOps firm Rapid7 has selected the NVM Platform to deliver a personalised, exceptional experience to its globally expanding customer base.
Rapid7 powers the practice of SecOps by delivering shared visibility, analytics and automation that unites security, IT and DevOps teams. Headquartered in Boston, Rapid7 serves more than 7,100 customers in 120+ countries, including 55 percent of the Fortune 100.
Rapid7 selected NewVoiceMedia’s cloud contact centre solution for its integration with the organisation’s CRM system, which will enable the service team to instantly access customer engagement histories and personalise each interaction. With service agents located around the globe, Rapid7 is also leveraging NVM’s global call routing architecture, Global Voice Assurance. It will allow the service team to manage its resources across the globe as a single entity, reducing customer wait times while ensuring reliable call quality and service availability for calls in remote regions.
The NVM Platform will also provide a real-time window into Rapid7’s entire support operation, with automatic call logging, recording and customisable reporting features that will allow the support team to understand where improvement opportunities exist.
