AI Magazine Issue 2 2018- Global Care Clinical Trials

82 Acquisition International - Issue 2 2018 Natterbox enables organisations to transform customer experience through its unique voice integration inside Salesforce. We profile the firm, which was recently awarded Most Innovative Business Phone System – 2017 in our 2017 Global Excellence Awards to find out more and explore the secrets behind its success. he most innovative companies have fully embraced digital channels to serve their customers. However, despite the wealth of information available online over 65% of business to business interactions still take place via the phone. The result; critical customer information is communicated by phone and needs to be an integral component of a digitised customer engagement. Additionally, organisations invest significant resource to collect customer information in their selling, service and retention processes and store it in the CRM platform and other data stores. Customer conversations are rarely captured and used to ensure an optimal customer experience. This leads to poor sales and service performance, poor customer satisfaction and consequent loss of business. Natterbox launched in 2010 to solve these business telephony issues and bring voice into the digitised customer experience through its cloud PBX service that captures and integrates voice into customer processes and the CRM platform. Over 450 organisations around the world rely on Natterbox to set new standards in customer experience to drive measurable increases in sales efficiency, competitive advantage and organisational success. Today, Natterbox offers a complete business phone system and contact centre 100% embedded and managed inside Salesforce. Administrators can create and manage their entire phone system, create personalised caller journeys and buy numbers through Salesforce, meaning that there is no hardware, and no software. Company: Natterbox Ltd Address: No.1 Croydon, London, CR0 0XT, UK Phone: +44 203 510 0500 Website: www.natterbox.com Changing theWay YouNatter T 1710AI02 Available from the Salesforce AppExchange, Natterbox Advanced Voice Services provides a complete Cloud PBX with Contact Centre. The solution is designed to either replace a customer’s existing phone system with one that is 100% embedded or can integrate with your existing phone system. The system allows administrators to create and manage their entire end to end phone system and contact centre globally. Provision new phone numbers, develop personalised IVR-free caller journeys and configure intelligent call flows and Salesforce based call routing using the AVS declarative call policy builder. Prioritise and route sales calls to the right department or account owner. Route support calls to the case owner. Allow marketing to provision phone numbers for new campaigns in real-time. Automatically update activity and chatter feeds every time there is a customer interaction on the phone. Clients can choose from more than 120 customisable call activity reports and dashboards. Users can see their call activity and call recordings directly through Salesforce. The AVS CTI gives full click to dial screen pop and call wrap up functionality. Save time, reduce clicks, and improve data integrity. To support a wide range of clients, Natterbox is available worldwide, serviced by its global network of data centre infrastructure providing quality of service, reliability, reduced complexity and at great value. The company’s international headquarters are in London with offices in Australia, Germany, Sweden and the USA. Fundamentally, Natterbox offers an innovative range of solutions and services designed to meet its clients’ varied needs, and this will remain its ongoing goal as it looks towards a bright future. “...Natterbox offers an innovative range of solutions and services designed to meet its clients’ varied needs, and this will remain its ongoing goal...”