a leading global provider of cloud contact center and inside sales
technology that enables businesses to have more successful
conversations, unveiled its latest product enhancements at CloudFest
London yesterday, as part of a showcase of useful innovation in action.
In an exciting keynote led by NewVoiceMedia (News - Alert) CEO Jonathan Gale, the
company revealed three major product innovations that will transform the
way sales and service teams connect with customers and prospects
worldwide. The new features will help power more personal conversations
globally, extract instant insights to drive actions and be more
effective in all business communications, while also helping sales teams
be more successful.
Ensuring crystal clear voice quality, globally
With Global Voice Assurance, NewVoiceMedia's industry-leading global
call routing architecture, the company has dramatically raised the bar
on call quality for sales and service teams. This platform enhancement,
which enables organizations to use a single call plan in their
ContactWorld platform to control their global contact center assets,
will optimize contact center management and operations, while ensuring
the highest quality customer experience across the world.
By enabling the application to use telephony servers in remote
geographies, businesses can configure and manage their global call
center more effectively through a single central touch point. This
allows better management of peak periods and agent shift changes in
individual regions as the intelligent overflow capability automatically
routes calls to centers with spare capacity, no matter their location.
With 40 percent of agents using ContactWorld based outside their contact
center's home country, this enhancement could impact around half of the
world's global agents.
The company's enhanced communications network ensures the highest
quality customer experience and faster global implementation. It
provides businesses with the ability to manage resources across the
globe as a single entity, reducing customer wait times while ensuring
effortless, crystal clear conversations and service availability for
calls in remote regions. For contact center managers, reporting can be
consolidated and simplified, giving businesses a global or local view of
performance statistics and reducing administrative overheads.
Turning the human voice into your greatest insight engine
NewVoiceMedia has also introduced a powerful integrated speech analytics
solution set to make organizations' ales and service teams more
successful. Businesses using ContactWorld with Conversation Analyzer,
benefit from a unified, pre-integrated platform that offers valuable
insights into the data captured during customer interactions.
The system uses speech-to-text to transcribe calls and then deliver
intelligent content categorization for instant insight into common
themes, as well as data visualization for quick analysis and
understanding of the classification and the successes and challenges in
every conversation. When combined with interaction data from CRM
software, businesses can begin to refine how to boost their successes
and manage challenges more efficiently.
Make first contact, faster
NewVoiceMedia's new Contact Accelerator feature will ensure outbound
sales or service teams are connecting and having successful
conversations with prospects and customers. Calls are automatically
rescheduled in the NewVoiceMedia dialler at the optimum frequency with
automatic geographic number presentation, significantly increasing the
chances of a successful connection. With sales journeys often beginning
with missed calls, this feature will deliver significant benefits for
sales reps who will be able to make first contact with prospects,
faster. Furthermore, unanswered calls no longer need to be manually
recorded and scheduled, which can be disruptive to the flow of the day,
and call backs will be hassle-free.
Moni Manor, chief product officer at NewVoiceMedia, comments,
"Innovation is a key competitive battleground in nearly every sector,
but at NewVoiceMedia, we are focused on useful innovation and offering
the best possible technology on the market for driving more successful
conversations for sales and service teams. The enhancements to our
global cloud contact center and inside sales platform, as unveiled at
CloudFest London this week, will help make organizations' sales and
service teams more successful and build more personal relationships with
every customer and prospect."
announced that global payments company Paysafe
increased its customer support center productivity by 20 percent over
the last year using NewVoiceMedia's ContactWorld for Service platform,
with the technology delivering dramatic improvements to both customer
and agent satisfaction. For Paysafe, a solution that can meet its
consistently high standards is essential, as the firm provides a service
in 20 different languages, seven days a week, 24 hours a day for
millions of customers around the world.
Alessandro Bruno-Bossio, vice president of sales and operations for
Digital Wallets at Paysafe, comments, "Paysafe is one of the
fastest-growing global payments companies with customers across five
continents, offering world-class global service in multiple languages.
The features of NewVoiceMedia's Global Voice Assurance have enabled us
to guarantee crystal clear conversations globally to help us serve our
- ENDS -
cloud contact center and inside sales platform delivers more successful
The leading vendor's award-winning customer contact platform
helps organizations worldwide build a more personal relationship with
every customer or prospect. It joins up all communications channels
without expensive, disruptive hardware changes and plugs straight into
your CRM for full access to hard-won data. With a true cloud environment
and proven 99.999% platform availability, NewVoiceMedia ensures complete
flexibility, scalability and reliability.
NewVoiceMedia's 650+ customers include MobileIron, Lumesse, Vax,
JustGiving and Canadian Cancer Society. For more information, visit www.newvoicemedia.com
or follow NewVoiceMedia on Twitter (News - Alert) @NewVoiceMedia.
View source version on businesswire.com: http://www.businesswire.com/news/home/20170921005084/en/
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