Monday, 31 October 2016 23:13

Choosewell chooses Vocalcom platform to power customer comms channels

Choosewell chooses Vocalcom platform to power customer comms channels Image courtesy of Stuart Miles at

Health insurance comparison service Choosewell is to deploy a Vocalcom Omnichannel customer interaction platform by Quality Connex for its customer communications’ channels.

The solution, powered by Vocalcom, will enable the Melbourne-based Choosewell to propel customer experience by adopting a single cloud-based contact centre platform, while enabling the organisation to achieve greater reliability and providing consumers with the option of omni-channel communications.

Quality Connex says the decision to select Vocalcom followed a comprehensive market review during which all of the major cloud contact centre vendors were considered.  

Choosewell has selected to deploy Vocalcom through Quality Connex, an Australian-based cloud software and consulting company and the exclusive distributor for Vocalcom in Australia andNew Zealand.

“We are a Salesforce and cloud shop. We really wanted to make our Salesforce contact centre solution sing and we had a clear choice to make.  Either go with astandalone contact centre solution or go with an on-platform, Salesforce contact centre offering.  In our view, if you are invested in Salesforce and need contact centre software, native to Salesforce is the only way to go, “says Jacob Murray-White, general manager – Digital & IT, Choosewell.

“We also wanted to work with a professional organisation that could offer an appropriate ever green solution while at the same time moving away from open source.

“In my 25 years in IT & contact centres, I have deployed and managed most of the major vendors’ solutions so I understand how complex and costly managing these systems can be.  What we love about the Vocalcom solution is the simplicity of having everything inside of Salesforce and being able to manage everything from within the platform.”

According to Murray-White, by writing workflows inside of Salesforce, Choosewell will no longer have to manage complex integrations or write APIs that pass data backwards and forwards.

 “It will also enable the organisation to find more effective ways to distribute leads for its outbound agents and improve their ability to sell rather than working out how to move dataaround from system to system.”

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Peter Dinham

Peter Dinham - retired and is a "volunteer" writer for iTWire. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).



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