NewVoiceMedia is the leading provider of cloud contact center and inside sales software for Salesforce. It enables sales and service agents to place and receive phone calls from within the Salesforce or Desk.com UI. ContactWorld, from NewVoiceMedia is a global, cloud communications platform. NewVoiceMedia provides a guarantee of 99.999% platform availability.
ContactWorld for Sales integrates with Salesforce Sales Cloud® to increase the efficiency of inside sales teams. By integrating telephony with Salesforce you ensure that all calls are logged, recorded and easily tracked through integrated reporting and interactive dashboards. Click-to-dial, automated dialing and local caller ID increase the call connect rate. Inbound calls can easily be routed to the right sales rep for immediate follow up.
ContactWorld for Service integrates with Salesforce Service Cloud® to help your agents answer service and support calls. Phone calls as well as emails, and social media posts can be prioritized and routed to the most qualified agent along with the caller information and case history. Interactive Voice Response can be used to offer self service options and offer calls the option of being connected to an agent.
The Contactworld software, integrated with our Query Management software was a significant enabler for step change from 10 Customer Service Centres nationwide, to virtual centralisation and latterly to full centralisation. It has allowed us to unlock the capacity we have and optimise resources to give the best possible Service Level to our customers.
Colleagues with previous experience of other software / telephony systems have found some of the functionality / features to be a bit 'behind'. This was one of the reasons for our recent up-grade to the UCD platform, which should have resolved some issues.
We were originally miss sold the package details by which we based our decision. The handover at the outset of our account to delivery was terrible because what we wanted hadn't been effectively communicated. HOWEVER, since this time the representative has been on hand to support us and to get the system up to where it should have been originally. the representative has been a huge help and as such we are now achieving the SLA's we missed at the initial go live because of the incorrect routing. The only work remaining to be completed is training of the new system so that the Team Leaders can effectively create agents and skill sets. I am extremely grateful that representative joined our account when he did. I look forward to a long relationship with NVM.
Intuition around call prioritising and skill setting
It has some odd quirks that you need to remember occur and train out so you can avoid them being issues. The wallboard licences drive me insane and i hate having to change the setting to amend the view.
Likelihood to recommend
We already had NVM at one of our global locations and needed a speedy implementation in a different country for our success team to support a new channel. The NVM team got it implemented in days and the support and training was excellent. We were fully up and running in no time and are making daily calls to customers and receiving support calls with no issues. I highly recommend NVM and their professional and courteous team.
Great training and a wealth of documentation online
Easy to use and administer
Constantly being developed.
Not seen any yet, though it may appear a bit dated visually.
Likelihood to recommend
With the cost of international and domestic call, companies are spending too much to interact. The NewVoiceMedia VOIP will help you minimize these expenses and effortlessly communicate to the right person anytime.
Like traditional phone system, you need to invest with telephone unit capable to IP system. The process of NewVoiceMedia VOIP can be easily adapt once the company is already using the system.
Likelihood to recommend
Super effeicient in daily life!
Newvoice media has allowed us to regulate our call center. It has allowed us to offer top notch service.
Likelihood to recommend
ContactWorld provides the deepest integration with Salesforce enabling agents to work directly in the Salesforce UI. Customer data stored in Salesforce can be used to personalize intentions and route inquiries to the best agent. The dialers can use customer lists stored in salesforce with no uploading or synching. We have been reviewed and approved for the Salesforce AppExchange and have the most positive reviews (over 200 with a 4.9/5.0 rating).
ContactWorld for Sales makes insides sales teams more productive with better leads and a faster close . ContactWorld for Service helps service and support teams resolve issues more quickly, improve agent productivity and improve customer satisfaction.
Thousands of businesses worldwide are already using Salesforce to connect with customers across sales, customer service, marketing, and analytics. NewVoiceMedia takes that relationship one step further, integrating with Salesforce to increase efficiency for inside sales teams and route incoming leads to the best agents in real-time.
A true-cloud contact center platform, NewVoiceMedia is the leading telephony solution for businesses that use Salesforce and Desk.com. NewVoiceMedia is the only call center and inside sales application on the market that is exclusively focused on being integrated with Salesforce, helping agents answer service and support calls, as well as emails and social media posts. NewVoiceMedia is used by businesses of all sizes, however it is particularly popular among small and mid-size organizations.
NewVoiceMedia is the most deeply integrated and widely adopted call center solution for businesses that use Salesforce. The cloud-based solution includes features like integrated click-to-dial, dynamic call routing, screen pops with caller information, real-time lead monitoring, and call scripts, all of which are provided through Salesforce Service Cloud. NewVoiceMedia’s dialer uses customer data directly from Salesforce, which means users don’t have to worry about uploading new lists or manually updating contact information for their leads into two separate applications.
Using an integrated call center solution streamlines the customer communication workflow and prevents agents from having to swivel between multiple applications during the course of the average workday. Working directly in the Salesforce UI increases efficiency and improves customer satisfaction rates, as agents are able to resolve issues more quickly and route inquiries to the agents and engineers most qualified to handle specific leads and queries.
NewVoiceMedia’s automated dialer helps increase productivity for outbound teams. The auto-dial functionality is based on Salesforce lists and campaigns, allowing users to prioritize calls with any combination or criteria. NewVoiceMedia uses customer data from Salesforce, which means there’s no uploading of lists. Dynamic dial lists also update automatically with new contact information based on the real-time data being funneled into Salesforce.
As a manager, you can choose between Preview mode and Progressive mode, depending on how your team works most efficiently. When you set up Preview mode, your agents are able to connect each call, or skip/flag calls not made, just by clicking a “Dial” button. In Progressive mode, no clicks are necessary. New calls are placed automatically as soon as previous calls have ended. All call activity and recordings are then logged for future reference.
Dynamic call routing and prioritization decisions can be made with NewVoiceMedia based on information that has already been input into Salesforce. This creates an improved experience for both customers and agents, and sets a high standard for customer-driven contact.
Calls can be distributed to agents based on whatever parameters you select. For example, case-based routing routes existing customers to the support agents or engineers they’ve interacted with previously, rather than assigning their calls whichever agents are available. Callers are asked to enter their case numbers, and NewVoiceMedia uses this information to put the customer through to the agent handling his or her case. If the agent is unavailable, the customer is provided with the option to choose another agent, wait on hold, or leave a message.
NewVoiceMedia has found a way to save agents time by allowing them to place and receive phone calls from within Salesforce. This leads to better targeting, faster campaign ROI, and faster lead follow up.
When your team uses NewVoiceMedia to place calls in Salesforce, a local caller ID shows up to your leads, which means more of your company’s calls get answered. Deep integration also means that automated screens pop up with customer data history immediately when new conversations begin. Call scripts are provided through Salesforce Service Cloud, as well. NewVoiceMedia records all calls, making it possible for you to listen and coach your agents on how to improve their sales tactics.
Real-time monitoring and historical reports are all provided for users within the Salesforce interface. This means that organizations that use NewVoiceMedia for telephony don’t have to bother opening a separate application to access the type of important data that could be useful in improving ROI or finding holes in the sales funnel.
In addition to tracking the performance of your team, you can also use NewVoiceMedia to easily log and track the performance of individual agents and engineers. Based on the data you uncover with NewVoiceMedia, you can then create targeted prospect lists and route VIP leads to your top performing agents.
NewVoiceMedia is focused on being integrated with Salesforce, as well as Desk.com. It also offers a full integration with the Salesforce1 Mobile App. This integration with the Salesforce1 Mobile App enables sales and service agents to engage with customers while on the go. The company has even integrated its call center software with the Apple Watch using the Salesforce Wear Developer Pack.
Below are some frequently asked questions for NewVoiceMedia.
NewVoiceMedia offers the following pricing plans:
Pricing model: Subscription
Free Trial: Not Available
NewVoiceMedia offers solutions for small and medium size businesses as well as large enterprises. For more information about packaging please see our website at https://www.newvoicemedia.com/products/sales/packages and https://www.newvoicemedia.com/products/service/packages.
NewVoiceMedia offers the following features:
NewVoiceMedia has the following typical customers:
Large Enterprises, Mid Size Business, Non Profits, Small Business
NewVoiceMedia supports the following languages:
NewVoiceMedia has the following pricing plans:
We do not have any information about what devices NewVoiceMedia supports
NewVoiceMedia integrates with the following applications:
Desk.com, Salesforce Sales Cloud, Salesforce Service Cloud
NewVoiceMedia offers the following support options:
FAQs, Online Support, Phone Support, Video Tutorials