NewVoiceMedia: Helping Organisations Build Personal Relationships with Customers
Outdated customer contact centres yield poor customer experiences, by limiting the quality of organisations’ interactions with customers. Thus, it’s essential for businesses to have the latest contact centre technologies that can support the types of experiences and interactions customers have come to expect. NewVoiceMedia understands this critical market need and offers a customer contact platform that helps organisations build personal relationships with customers.
NewVoiceMedia’s cloud contact centre software joins up all business communication channels and integrates seamlessly with Salesforce for full access to hard-won customer and prospect data, helping businesses improve communication, solve customer challenges and escalate sales.
“If you’ve built your business around Salesforce, we integrate seamlessly to leverage your Salesforce investments,” says Dennis Fois, President and Chief Operating Officer of NewVoiceMedia. NewVoiceMedia’s state-of-the-art CTI solution ContactWorld, together with CRM software such as Salesforce, enables companies to connect every detail they hold about their customers and prospects, to every interaction they have with them.
In addition to its Salesforce integration, NewVoiceMedia unites with an enhanced communication network, enabling a global telephony infrastructure that covers business units throughout their geographical presence.
NewVoiceMedia also facilitates greater productivity by leveraging the combined power and intelligence of ContactWorld and its gamification software, Motivate. By introducing game-like elements into everyday work processes, Motivate encourages sales teams to improve their techniques while hitting targets or meeting SLAs. Additionally, the company has introduced Conversation Analyzer, a powerful speech analytics solution, which employs speech-to-text transcriptions of every single customer interaction. ContactWorld, coupled with Conversation Analyzer, harnesses the potential of instantly available insights by categorising content to track trends and create data visualisation.
NewVoiceMedia has served a vast client base since it was founded. One such customer is Vax, a leading floorcare company, who has revolutionised its customer experience with ContactWorld. Since deployment, the company has been able to deliver a personalised service to its thousands of customers around the world, boosting first contact resolution to an industry-leading 87 percent, while improving employee satisfaction and business efficiency.
NewVoiceMedia's solution replaced legacy on-premise software that was not capable of supporting the company's anticipated rapid growth and offered limited visibility into customer interactions and reporting. Vax needed a robust platform with seamless Salesforce integration for a complete record of customer activity that would enable the business to provide a premium service.
With ContactWorld and Salesforce, Vax has been able to offer its customer base a completely unique and personalised experience. Average call handling has been reduced by 20 seconds, the number of calls handled by advisors has increased by 25 percent, and employee satisfaction within the customer service team has sky rocketed from being the lowest ranking department in the organisation, to the highest.
The company now benefits from immediate access to a customer's entire history of interactions on one screen, and incoming calls are intelligently routed based on Salesforce data. The company is also able to prioritise calls from key customers to improve handling time and customer satisfaction.
It’s this commitment to innovation that has earned NewVoiceMedia five out of five stars on the Salesforce AppExchange and a place on Forbes’ “Top 100 Cloud Companies” list. NewVoiceMedia is disrupting the cloud contact centre industry and helping businesses of all sizes have more successful conversations with their customers and prospects.