NewVoiceMedia announces that SecOps firm Rapid7 has selected its NVM Platform to deliver a “personalised, exceptional experience” to its globally expanding customer base.
Rapid7 powers the practice of SecOps by delivering shared visibility, analytics and automation that unites security, IT and DevOps teams. Headquartered in Boston, Rapid7 serves more than 7,100 customers in 120+ countries, including 55% of the Fortune 100.
Cloud contact centre solution
Rapid7 selected NewVoiceMedia’s cloud contact centre solution for its integration with the organisation’s CRM system, which will enable the service team to instantly access customer engagement histories and personalise each interaction.
With service agents located around the globe, Rapid7 is also leveraging NVM’s global call routing architecture, Global Voice Assurance.
It will allow the service team to manage its resources across the globe as a single entity, reducing customer wait times while ensuring reliable call quality and service availability for calls in remote regions.
‘Customisable reporting features’
The NVM Platform will also provide a real-time window into Rapid7’s entire support operation, with automatic call logging, recording and customisable reporting features that will allow the support team to understand where improvement opportunities exist.
“Rapid7 is deeply committed to providing our customers with a personalised and exceptional experience every time they interact with our organisation, our products, and our services”, says Rajeev Jaswal, CIO at Rapid7.
“We needed a reliable cloud contact centre solution that would integrate seamlessly with our CRM, and, NewVoiceMedia met those needs”.
Written from press release by Leah Alger