Zoopla.co.uk chooses VoxAnalytics Telephony Tracking

Published: Mon Aug 09 2010

Zoopla.co.uk, one of the UK’s largest online property portals replaces three separate suppliers of ‘trackable telephone numbers’ with IOVOX’s VoxAnalytics solution.

To achieve their goal of becoming the market leader, Zoopla.co.uk had identified their telephony offering as a key area requiring improvement. Prior to January 2010, Zoopla was using three separate suppliers of ‘trackable telephone numbers’ and chose to replace the three with IOVOX’s VoxAnalytics solution.

IOVOX, the London based voice solutions company behind VoxAnalytics, is now the favoured provider to some of the world’s largest media companies, marketing firms and aggregators. VoxAnalytics allows marketing effectiveness to be tracked, analysed and optimised whilst providing a detailed flow of all telephone leads generated. A key VoxAnalytics feature utilized is caller and agent whispers, which provide a short message to the call recipient prior to being connected such as: "Another quality lead from Zoopla.co.uk". The introduction of whispers has increased brand awareness whilst improving the agents understanding of the value created for them. Zoopla.co.uk has also implemented call recording. This has allowed Zoopla.co.uk agents to evaluate and improve the customer experience. Through VoxAnalytics, Zoopla.co.uk sends automated emails to agents when a telephone call is not answered.

According to Doug Monro, Zoopla’s Chief Operating Officer, the decision to switch was down to VoxAnalytics being "the overall best product with the most advanced analytics and functionality. Doug also believes "the decision to choose and implement VoxAnalytics has been an excellent one for us and it is certainly helping Zoopla.co.uk to become the leading UK property website and deliver even greater value to our customers."

Jan Bilton, Customer Experience Manager at Zoopla.co.uk, led the implementation of VoxAnalytics and says that he was "impressed at the ease and speed of the implementation. The only thing we needed to do was to add the telephone numbers to our website. I have been impressed with the receptiveness of the VoxAnalytics team and their drive to constantly improve and innovate their service offering. Where we have had a service or feature request it has been added."
Company: IOVOX
Contact Name: Christos Votsis
Contact Email: press@iovox.com
Contact Phone: +44 (0)8456118890

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