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.”




The How We Shop Report, a PYMNTS collaboration with PayPal, aims to understand how consumers of all ages and incomes are shifting to shopping and paying online in the midst of the COVID-19 pandemic. Our research builds on a series of studies conducted since March, surveying more than 16,000 consumers on how their shopping habits and payments preferences are changing as the crisis continues. This report focuses on our latest survey of 2,163 respondents and examines how their increased appetite for online commerce and digital touchless methods, such as QR codes, contactless cards and digital wallets, is poised to shape the post-pandemic economy.

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