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”.
Ventrica is an outsourced contact centre and BPO (business processing outsourcing)
Ventrica can support all types of campaigns from handling the response to a one-off advertising campaign, through to providing a professional and experienced telemarketing team to boost sales or a fully managed customer service centre.
The company is headquartered in Southend where it operates from spacious, hi-tech and modern offices, placing significant emphasis on the comfort and well-being of its staff. Ventrica shares the same passion about its customers’ business as it does for its own and continually strives for quality and consistency of service delivery.
Ventrica’s objectives are simple;
To create a greater level of client satisfaction
To provide clients with a measurable reduction in costs
To add value to a client’s organisation