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SecOps firm transforms CX and contact center operations

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NewVoiceMedia, a global provider of cloud contact center and inside sales solutions, has announced that SecOps firm Rapid7 has selected the NVM Platform to deliver a personalized, experience to its globally expanding customer base.  

Rapid7 delivers shared visibility, analytics, and automation that unites security, IT and DevOps teams. Headquartered in Boston, Rapid7 serves more than 7,100 customers in120-plus countries, including 55% of the Fortune 100.

According to Rapid7, it selected NewVoiceMedia’s cloud contact center solution for its integration with the organization’s CRM system, which will enable the service team to access customer engagement histories and personalize 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.

Rapid7 also says that the NVM Platform will provide a real-time window into its entire support operation, with automatic call logging, recording and customizable reporting features that will allow the support team to understand where improvement opportunities exist.

Rapid7 is committed to providing its customers with “a personalized and exceptional experience” every time they interact with the company, its products, and it services, said Rajeev Jaswal, CIO at Rapid7. The company needed a reliable cloud contact center solution that would integrate seamlessly with its CRM, and, and NewVoiceMedia met those needs, Jaswal noted.

For further information about NewVoiceMedia, visit www.newvoicemedia.com.

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