NewVoiceMedia, the global provider of cloud contact centre and inside sales technology that enables businesses to have more successful conversations, has announced that Xtreme Lashes by Jo Mousselli, the global provider of eyelash extensions, is using ContactWorld to enhance its contact centre operations and customer experience.
Xtreme Lashes signed a three-year agreement for NewVoiceMedia's ContactWorld solution to replace its phone system, which lacked Salesforce integration and was no longer supporting the company's rapid growth. What started as a home-based, family business in Houston, Texas, evolved into a corporation with over 75 corporate employees, international franchisees representing Xtreme Lashes in 34 countries and over 35,000 trained lash stylists in high-end salons and spas. The company chose ContactWorld for its deep integration with Salesforce and intelligent call-routing capabilities.
The Xtreme Lashes customer service centre receives inbound calls from all over the United States, and service teams are oriented based on area code. The team consists of territory managers and customer success managers, providing support to new lash stylists and current Xtreme Lashes lash stylists. ContactWorld's intelligent-call routing will ensure that incoming calls reach the Xtreme Lashes agent in the appropriate region, as well as the agent who can provide the most appropriate type of service. Furthermore, intelligent routing will allow call centre managers to allocate agents optimally to meet customer demand, and improve inside sales operations by allowing reps to set up dial lists for the contacts in their region.
"We knew we needed technology that would better enable the unique support we provide our customers, especially as we continue growing"m says Jo Mousselli, Co-Founder, President & CEO of Xtreme Lashes. "In NewVoiceMedia, we recognised a product that was agile enough to solve our challenges, and a partner we could continue to work with as we expand and make changes to our business".
Scott Sampson, Chief Revenue Officer at NewVoiceMedia, added "We are excited to be working with Xtreme Lashes, as we continue expanding our business in the U.S. Our easily integrated, scalable technology will help Xtreme Lashes deliver more efficient and personal service as its business accelerates, and allow the company to add new functionality and consultants to its contact centre in minutes".