On May 15, 2020, the CX WORLD AWARDS, the 2019/2020 Season Award Ceremony was held in an online broadcast format.
Each year, the WORLD AWARDS CX Award identifies and rewards the most interesting and successful projects, initiatives, strategies, partnerships, products, technologies, improvement and modernization programs, and also helps to motivate, encourage and reward the best employees, executives and their teams in the Custom eXperience industry (CX).
More than 100 companies have registered to participate in the competition. Neovox presented the case in the nomination of “Customer Experience in the Contact Center” on the example of the Russian Post projects, which received high approval from the jury.
We are the voice of Russian Post for its customers, but at the same time, we are the voice of the client for our customer, telling him the opinions of customers, their expectations, and urgent issues that need to be addressed. We are NEWCONTACT LLC, Neovox brand, a partner providing Contact Center services for Russian Post since 2014. Despite the fact that our customer has more than 100 million customers, we strive to build service processes in such a way as to solve the problems and address concerns of each specific client. Unlike the classic model of “Business - Outsourcing Contact Center”, which involves the transfer of routine operations to the Contact Center and answers to frequently asked questions, we went much further, becoming more deeply integrated with the internal business processes of the Russian Post. This ensured higher quality interaction and more effective solutions.As a result, there was now greater customer loyalty and tremendous motivation for our employees involved in the implementation of complex, but very interesting tasks.
Neovox (ex. Newcontact) is one of the largest outsourcing contact centers in Russia, one of the TOP-10 market leaders. There are eight contact centers in the Russian Federation and the Company employs more than 3,000 people. Neovox provides a wide range of services for processing calls on voice and non-voice communication channels and is a partner in the largest Russian and foreign companies in customer service. Customers are government organizations, leading banks, insurance firms, online stores, and logistics companies.
Since August 2019, the company has been operating under the Neovox brand.