Merchant Innovation

Paysafe Strengthens Support With NewVoiceMedia

NewVoiceMedia, a provider of cloud contact centers and inside sales technology that enables businesses to have more successful conversations, announced Thursday (April 27) that the global payments company Paysafe increased its customer support center productivity by 20 percent over the last year, using NewVoiceMedia’s ContactWorld for Service platform.

In a press release, NewVoiceMedia said Paysafe relocated and expanded its customer service operation, with plans to integrate a newly acquired company and digital wallet product.

NewVoiceMedia offers Paysafe a uniform solution that could meet its standards and provide a service in 20 different languages, seven days a week, 24 hours a day for customers across five continents. The company noted that its ContactWorld’s Salesforce integration intelligently routes incoming calls to the most appropriate Paysafe customer service agent, delivering immediate access to a caller’s information and allowing agents to take notes more efficiently.

Additionally, the call recording system enables Paysafe’s quality team to better evaluate call handling, yielding valuable and actionable insights into customer experience and satisfaction. What’s more, NewVoiceMedia said supervisors can monitor calls in real time, better assess their team’s workload and easily change call plans so that the team of hundreds of agents can be allocated optimally to meet customer demand.

A year after implementing the technology, NewVoiceMedia said Paysafe has found a 20 percent improvement in first-contact resolution; average call-handling time is down by 20 percent, and call-abandonment rate has fallen to less than 5 percent.

“With ContactWorld, we’ve achieved some great results, not just for our customer services, but for all our customer-facing teams,” said Alessandro Bruno-Bossio, vice president of Sales and Operations for Digital Wallets at Paysafe, in the release. “We’ve significantly improved our productivity and now have valuable insights into our customer experience. As wrap time is shorter, agents now have more availability to speak to customers, and we’re delighted to have achieved higher levels of customer satisfaction while decreasing customer effort. We’re now expanding the use of ContactWorld beyond customer service and into sales and look forward to further efficiency gains across our sales organization.”




Digital transformation has been forcefully accelerated, but how does that agility translate into the fight against COVID-era attacks and sophisticated identity threats? As millions embrace online everything, preserving digital trust now falls mostly on banks and FIs. Now, advances in identity data and using different weights on the payment mix afford new opportunities to arm organizations and their customers against cyberthreats. From the latest in machine learning for fraud and risk, to corporate treasury teams working in new ways with new datasets, learn from experts how digital identity, together with advances like real-time payments, combine to engender trust and enrich relationships.

Click to comment