Thomasnet Energizes Service Operations With Envox Phonelink
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CTI application used with Salesforce CRM increases agent productivity and improves customer relations through screen pop and click-to-dial capabilities
WESTBOROUGH, MA (September 15, 2008) - Envox Worldwide, a leading global provider of IP-based voice solutions, today announced that ThomasNet, the leading online industrial marketplace, has chosen Envox PhoneLink(TM) to enhance their Salesforce CRM solution. Envox PhoneLink has helped ThomasNet to better utilize the customer information stored in their Salesforce CRM system to provide faster, more personalized service to their customers. Available via salesforce.com's Force.com AppExchange, Envox PhoneLink is a computer telephony integration (CTI) solution that enables salesforce.com customers to add screen pop and click-to-dial capabilities to their contact centers.
"Envox PhoneLink continues to distinguish itself as one of the best CTI solutions for organizations using Salesforce CRM," said Leo Casey, president and CEO of Envox Worldwide. "Envox PhoneLink can add CTI capabilities such as screen pop and click to dial to any size call center in a matter of weeks and the results have been impressive - shrinking hold times, soaring first call resolution rates and improved efficiency for call center agents. ThomasNet is a highly respected organization and we're proud to be enabling them to provide superior, personalized service."
"We continually look for ways to leverage Salesforce to extend productivity improvement into other areas," said Janet Tarzia, executive director of marketing for ThomasNet. "Envox PhoneLink is a perfect example of a solution that works within our current environment and adds the customer service results we are looking to achieve."
Providing outstanding service and rapid response to inquiries for promotional services is a top priority for ThomasNet. Because they have such a large database of companies with whom they work, having their customer support representatives manually look up the caller's exact company record prior to Envox PhoneLink was quite time consuming.
"Envox PhoneLink puts all of the caller's information at our customer support representatives' fingertips at the time of the inquiry," said Brian Makas, manager of business intelligence for ThomasNet. "Knowing whether it is a new company or a company with whom we already work is extremely helpful. And, for those companies that we already work with, having access to their complete customer file not only enables our customer service representatives to quickly engage in a more personalized and productive conversation from the start, but also helps us to avoid the type of conflicts that a lack of information can create."
While ThomasNet has been using Salesforce CRM since 2004, they have since aggressively added functionality that has allowed them to expand usage across new departments within ThomasNet. Prior to the deployment of Envox PhoneLink in January 2008, the customer support representatives were jotting down notes manually and then entering them into the CRM database days or even weeks after the fact. This led to a duplication of work, inconsistent record keeping and thin information. Because Envox PhoneLink automatically opens a new record as the customer calls in, it is easier for ThomasNet's customer support representatives to record the entire interaction in Salesforce as it is taking place. Now the company has more complete, richer information that enables them to better understand their operations, and, their customer support representatives' satisfaction with the CRM system is much higher.
"Envox Worldwide is one of our leading CTI partners on the Force.com AppExchange," said Clarence So, chief marketing officer for salesforce.com. "With successful customer deployments in major industries such as financial services, travel/hospitality, utilities, telecommunications and manufacturing, Envox Worldwide has proven that they have best-in-class CTI capabilities to help enterprises optimize Salesforce CRM."
For more information on Envox PhoneLink, please visit www.envox.com/software/envox-phonelink.asp. To learn how to better reach the industrial buying audience, please visit ThomasNet at https://business.thomasnet.com/.
About ThomasNetSM
ThomasNet (www.ThomasNet.com) is the leading online industrial marketplace and business-building site connecting buyers and sellers worldwide. Buyers from Fortune 500 companies, the government, the military and more depend on ThomasNet to search for and purchase the products and services they need. ThomasNet provides access to over 607,000 industrial companies, indexed by 70,000 product and service categories, and featuring over 20 million CAD drawings that help buyers find products to meet their specifications. Industrial manufacturers and service companies are successfully using ThomasNet to grow their businesses, discover new markets, develop new customers, and uncover new revenue sources. Drawing from the company's experience in the industrial market and ongoing research on buyers' and sellers' needs, ThomasNet has helped thousands of clients create websites that incorporate online catalogs, CAD drawings, and e-commerce capabilities.
About Envox Worldwide
Envox Worldwide is a leading global provider of IP-based voice self-service and contact center solutions. The company's standards-based software solutions dramatically reduce customer service costs, optimize contact center performance, and improve customer satisfaction. More than 1.25 million ports of Envox's hosted and premise-based IVR solutions have been deployed globally and over one million contact center agents benefit from the intelligent routing, screen pop and call monitoring functionality provided by Envox's award-winning CTI software. Envox's development tools and software platforms are also used to streamline enterprise-wide communications through unified communications solutions and to generate new revenue streams for service providers through multimedia carrier communications services. For more information, visit www.envox.com.
For more information, contact - Catherine Van Evans - +1 508 871 7604 or Darby Johnson - +1 603 559 5809, djohnson@beaupre.com.
