a leading global provider of cloud contact center and inside sales
technology, announced its Spring '18 release today, unveiling key
capabilities that will enable businesses to drive digital transformation
and create unified, consistent and integrated experiences irrespective
of the channel chosen by the customer.
Making every conversation great with NewVoiceMedia's (News - Alert) omni-channel
The company, which enables organizations to create unparalleled, emotive
customer experiences to serve better and sell more, has launched a
fully-integrated omni-channel solution, designed to deliver a consistent
customer experience across all Salesforce digital channels and the NVM
Businesses can now route voice and interactions through email, chat,
SMS, video and social channels in an integrated and unified manner,
uniformly empowering digital and voice agents, optimizing resources and
improving management of KPIs across all customer interaction channels.
In an era of empowered and ultra-connected consumers who expect a rich
and consistent experience irrespective of interaction channel,
businesses that excel in engaging customers across channels can retain
nearly three times as much business as those without an omni-channel
Moni Manor, chief product officer at NewVoiceMedia, comments, "Digital
transformation is about changing the way businesses operate and interact
with customers to provide a better experience, and we're passionate
about helping drive great conversations across all customer touchpoints.
With this release, we are one of the first to market with a fully
integrated omni-channel contact center solution which will enable
organizations to leverage their Salesforce digital channels, without
switching to a third-party solution for the unified digital and voice
experience. This means companies using Salesforce can provide a rich,
consistent and integrated experience irrespective of the channel chosen
by the customer."
Tony Bone, regional vice president of Service Cloud at Salesforce
comments, "Salesforce empowers businesses to offer customers a rich,
connected omni-channel experience, ensuring that the contact center is
part of that experience is critical to business success. The
NewVoiceMedia platform is one of the first contact center solutions to
offer Salesforce customers the ability to deliver tht experience across
both voice and Salesforce implemented digital channels. Unified routing
coupled with tight integration with Salesforce enable customers to
leverage their existing Salesforce implementations and obtain deep
visibility and management across all their interaction channels."
"A seamless, integrated omni-channel contact center solution has become
essential for businesses seeking to compete on customer experience,"
said Sheila McGee-Smith, founder and principal analyst at McGee-Smith
Analytics. "With the omni-channel capability from NVM and the dedicated
focus it has put on tight integration with Salesforce, businesses can
deliver that kind of omni-channel experience - offering not only
consistency, but also up-to-date customer interaction information
irrespective of the interaction channel."
Turning customer interactions into your greatest insight engine
With Spring '18, NewVoiceMedia also brings enhanced analytics to Conversation
Analyzer, its powerful integrated speech
analytics solution, to make sales and service teams even more
successful. Now integrated with Salesforce Einstein Analytics and
with built-in Einstein dashboards, businesses can easily analyze
customer conversations which are automatically made available in
Salesforce and unlock valuable insights across contact center and CRM
Conversation Analyzer uses speech-to-text to transcribe calls and
deliver intelligent content categorization for actionable insights into
the business. With built-in Einstein dashboards, businesses can refine
how to boost their successes and manage challenges more efficiently,
helping ensure every conversation is successful.
To find out more about NewVoiceMedia, visit www.newvoicemedia.com
Salesforce and others are among the trademarks of Salesforce.com (News - Alert), Inc.
Customer Care, Aberdeen Group
- ENDS -
is a leading global provider of cloud contact center and inside sales
technology that enables businesses to create exceptional, emotive
customer experiences to serve better and sell more.
Its award-winning platform 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 700+ customers include Canadian Cancer Society, Ebury,
FCR Media, FlixBus, JustGiving, Kingston University, Lumesse, Paysafe
and Vax. 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/20180314005409/en/
[ Back To SIP Trunking Home's Homepage ]