NewVoiceMedia’s tight integration with Salesforce is reflected in its AppExchange 5-star rating and the large number of positive reviews. The solution is designed to work in tandem with Salesforce capabilities and data to deliver optimum customer experiences.
Incoming voice communications and Salesforce digital channels can be dynamically routed based on any Salesforce object. Screen-pops automatically deliver the right CRM data & call history to agents. Seamless click-to-dial and call recording improves efficiency. Real-time insights across all channels are displayed in customizable dashboards and wallboards, without waiting for IT to produce reports. Service teams will be able to drive up CSAT metrics, whilst Sales teams will be more productive and place more calls.
NewVoiceMedia’s integrated speech analytics solution, Conversation Analyzer, works in conjunction with Einstein Analytics to automatically review calls. Powerful insights are made available whilst also improving quality, compliance, agent coaching & ramping.
Customer’s active agents are deployed in over 60 countries, where they depend on NewVoiceMedia’s global reach to support them. Global Voice Assurance ensures crystal clear call quality by making use of the telephony infrastructure local to the caller and the agent. Platform reliability is 99.999%, fully backed by cloud-based disaster recovery.
Jesse J. Specializzazione: Software informatici Numero di dipendenti: 51-200 dipendenti
We were having multiple problems with our previous vendor. We made the decision to change to NVM and from the start this was an amazing tool for our agents.
The software is stable, easy to use and the support is amazing.
There are a few basic reports that they are lacking and they need a better Supervisor Dashboard
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.
Ryan S. Specializzazione: Software informatici Numero di dipendenti: 51-200 dipendenti
I like the face that NewVoiceMedia runs in the background and I don't have to think about it most of the time. Call transfers are top notch with the software. It is easy to change the number I'm ringing and the interface is simply enough.
I spend most of my day waiting on NewVoiceMedia to catch up with Salesforce. Salesforce might take 4 seconds to load a record. NewVoiceMedia will often take another 10 seconds on top of that before I can dial the number.
I dislike the fact that the NewVoiceMedia window insists on popping up when I'm making a call. That is not helpful. There should be a way to keep it minimized indefinitely.
Kaylen C. Specializzazione: Reclutamento e selezione del personale Numero di dipendenti: 11-50 dipendenti
The pros outweigh the cons and that is why we continue to use this program.
This product can be integrated with salesforce which allows for us to monitor calls and record them. It also allows us to make more calls with the voicemail drop option.
The software is so advanced that every time a technical issue arises I cannot fix it by myself and always have to reach out to customer support. This process does take some time as they are an international company and there is a time difference. Sometimes what I describe seems to be a problem that they do not understand what I mean and it is difficult to work with customer support. They definitely try to help though so I wouldn't say that their customer service is bad, it's just that the product isn't very user friendly and is more technical so it makes troubleshooting an issue.
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.