LONDON, UNITED KINGDOM — (Marketwired) — 06/30/16 — , a leading global provider of cloud technology that helps businesses sell more, serve better and grow faster, today announced that Grand Pacific Resorts has elevated its customer service with NewVoiceMedia–s ContactWorld solution, enabling agents to provide superior experiences.
With NewVoiceMedia–s ContactWorld for Service technology, Grand Pacific Resorts– customers are able to connect to the most appropriate agent, first time. As a result, the company has hit an impressive 83.9 Net Promoter Score. Agent productivity has also increased by 36 percent and response rates from inbound requests have reduced from one to two days to three to four minutes. Skills-based routing has helped boost revenue, too, allowing the best agents to be put on sales calls. Revenue per call is up for all of Grand Pacific Resorts– rental properties.
Managers have particularly benefited from the real-time visibility NewVoiceMedia provides for the contact centre. Agents and managers can track and record calls with detailed reports and information automatically logged, directly in Salesforce. Also, the easy-to-use software can be adjusted quickly and easily allowing for tweaks without the need for IT support.
“Before ContactWorld, we had limited visibility into the four call handling operations and our offline processes. Now, we create all of the reports through Salesforce and NewVoiceMedia–s technology”, said Jeff Farr, vice president of revenue and technology, Grand Pacific Resorts.
“We–re starting to see some of the true performers who get real pride in their work. They now know how they are performing in relation to SLAs so they can manage their day to take tangible steps to improve or share best practices. They have full visibility into how they are doing as a team and it has fostered a family environment”, commented Darren Polino, director of contact centre operations, Grand Pacific Resorts.
“High-end customer service requires grade-A technology, and NewVoiceMedia was created with the customer in mind. The customer journey needs to be seamless, and Grand Pacific Resorts has leveraged ContactWorld to truly optimise its contact centre”, said Jonathan Gale, CEO, NewVoiceMedia.
For more information about how Grand Pacific Resorts uses NewVoiceMedia–s technology, visit
Salesforce and others are among the trademarks of salesforce.com, Inc.
powers customer connections that transform businesses globally. The leading vendor–s award-winning cloud customer contact platform revolutionises the way organisations connect with their customers worldwide, enabling them to deliver a personalised and unique customer service experience and drive a more effective sales team. With a true cloud environment and proven 99.999% platform availability, NewVoiceMedia ensures complete flexibility, scalability and reliability.
Spanning 128 countries and six continents, NewVoiceMedia–s 600+ customers include PhotoBox, MobileIron, TNT, Lumesse, JustGiving, Canadian Cancer Society and Wowcher. For more information visit or follow NewVoiceMedia on Twitter
Grand Pacific Resorts creates experiences worth sharing for more than 70,000 owner families and tens of thousands loyal guests each year. Based in Carlsbad, California, our resort management team tailors its services to preserve the distinctive experience offered by each destination. Owners and guests vacation with us year after year because they appreciate Grand Pacific Resorts– heartfelt service culture and passion for what we do. Associations choose to stay with us because of our commitment to a shared vision of engaged owners, our physical maintenance standards, and the financial strength we build within our resorts. For more information, visit .
Nicola Brookes
Tel: +44 (0)7500 006 458
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