SOURCE: NewVoiceMedia


May 28, 2015 08:00 ET

Labor First Retires On-Premise Technology to Increase Customer Service Efficiency Tenfold With NewVoiceMedia

Labor First Revolutionizes Customer Experience and Improves Operational Efficiencies With Cloud Technology

SAN FRANCISCO, CA--(Marketwired - May 28, 2015) - NewVoiceMedia, a leading global provider of omni-channel cloud customer contact technology, today announced that retiree benefit management company Labor First has increased its customer service efficiency tenfold with its ContactWorld for Service solution. With NewVoiceMedia's true cloud technology, the number of members Labor First supports has soared from 4,000 to 25,000 without the need to increase staff, providing an incredible $197,600 return in just a year.

Labor First helps 30 different unions and 25,000 individual members receive cost-effective healthcare benefits to meet their retiree health demands. With NewVoiceMedia and Salesforce, Labor First can more effectively address retiree inquiries with the added flexibility to scale team resources in real-time.

"The difference between the way we were operating before and the way we're working now is absolutely astounding," said David Zawrotny, president of Labor First. "NewVoiceMedia's ContactWorld for Service solution enabled us to eliminate antiquated and manual call logging processes by automating call recordings and providing rich analytics around each engagement. These efficiency gains have been tremendous and helped us to expand into new markets and verticals. We've been going nonstop ever since."

Labor First has benefitted from multiple NewVoiceMedia features, including flexible working which enables agents to work remotely as needed, integrated call recording, dynamic routing, callback, limitless scalability, reporting and dashboards. These features assist Labor First in a number of ways: the ability to work remotely means that Labor First can hire customer advocates from all over the country, and that they have the autonomy to be productive no matter where they are. The other features keep Labor First compliant with Medicare service guidelines while improving employee productivity by providing them with more bandwidth to establish deeper relationships and take on new clients. Another added benefit is that the migration from the company's old call system to NewVoiceMedia happened in a single day, without any downtime or delays for Labor First clients.

"The work that Labor First is doing for companies maintaining healthcare and retirement benefits is incredibly important and requires a lot of personal customer interaction," said Jonathan Gale, CEO of NewVoiceMedia. "NewVoiceMedia's cloud customer contact solutions are engineered to help companies manage high customer demands. The incredible business benefit that Labor First has experienced with NewVoiceMedia further validates the value of a reliable cloud communications platform. We believe that using ContactWorld will continue to help the company scale and maintain its leading customer service and support."

To learn more about Labor First's use of NewVoiceMedia's technology, view the case study here.

About NewVoiceMedia
NewVoiceMedia powers customer connections that transform businesses globally. The leading vendor's award-winning cloud customer contact platform revolutionizes the way organizations connect with their customers worldwide, enabling them to deliver a personalized and unique customer service experience and drive a more effective sales and marketing team. With a true cloud environment and proven 99.999% platform availability, NewVoiceMedia ensures complete flexibility, scalability and reliability. Spanning 128 countries and six continents, NewVoiceMedia's 400+ customers include Topcon, PhotoBox, MobileIron, TNT, Lumesse, Qlik, JustGiving, Canadian Cancer Society and Wowcher. For more information visit or follow NewVoiceMedia on Twitter @NewVoiceMedia.

About Labor First
Since being founded in 2005, Labor First has been proudly servicing the health benefit and insurance needs of ERISA multi-employer plan sponsors and their retired participants. Labor First Retiree Benefit Services works in conjunction with plan administrators and professionals to structure cost-effective solutions that meet each Plan Sponsors unique retiree health benefit needs.

Labor First designs product options and integrated retiree benefit management services that are structured to meet the administrative and operational requirements of each plan sponsor. A unique partnership-based approach is created by providing hands-on skills, dedicated services, data analytics and strategy development, which in turn are translated into results for each retiree benefit plan.

Contact Information

  • Media Contact
    Shauna Roberts
    BOCA Communications for NewVoiceMedia
    Phone: +1-415-298-1486
    Email Contact