Friday, 28 July 2017

NewVoiceMedia boosts Colloquy’s engagement and retention

NewVoiceMedia
Thursday 18 December 14

NewVoiceMedia, a leading global provider of cloud contact centre solutions, announced that Colloquy, a leader in the development and support of online higher education degree programmes, has boosted student engagement with its ContactWorld technology. With the help of NewVoiceMedia, Colloquy has created an unrivalled online education experience by delivering top…

NewVoiceMedia, a leading global provider of cloud contact centre solutions, announced that Colloquy, a leader in the development and support of online higher education degree programmes, has boosted student engagement with its ContactWorld technology. With the help of NewVoiceMedia, Colloquy has created an unrivalled online education experience by delivering top-of-the-line service and nurturing connections with both existing and potential students.

Colloquy, a part of Kaplan, partners with top universities to deliver and manage online degree programmes. After experiencing technical issues like patchy global call coverage, inadequate reporting and a lack of features like click-to-dial, the company replaced its contact centre technology with NewVoiceMedia’s solutions. Colloquy selected NewVoiceMedia’s ContactWorld because of its Salesforce integration, integrated call management, deep analytics, reliability and the team’s expertise.

“The beauty of what we do is build relationships with candidates and students, and so the time on the phone is paramount. That’s where the rubber hits the road for us, so ensuring we have an efficient and robust call centre solution is really important”, said Lynne Koreman, vice president at Colloquy. “NewVoiceMedia has delivered everything we hoped for and improved our efficiency and service, enabling us to consistently maintain our retention rates at 96 percent term over term”.

Within three weeks, Colloquy deployed NewVoiceMedia to build a scalable engagement centre that supports more than 20 university degree programmes and brings a differentiated student and agent experience. By combining Salesforce data and NewVoiceMedia’s technology, Colloquy has personalised the student and partner experience by quickly connecting them to advisors and experts and improving coaching experiences with call recording capabilities.

“Colloquy is pioneering the future of online education, and we are thrilled that our technology has exceeded their expectations and provided the resources needed to connect with their students and university partners”, said Jonathan Gale, CEO at NewVoiceMedia. “Our contact centre tools and solutions enable Colloquy to extend its global reach benefiting students by offering a more personalised experience”.


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