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
Likelihood to recommend: 10/10
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.
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.
Likelihood to recommend: 5/10
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.
Likelihood to recommend: 6/10
When they work the features of NVM work brilliantly. Integrating with the CRM solution picking up the contact details and presenting them to the call centre agent so they can see who is on the call before the customer speaks. Allowing call logging in real time and a set period of cool down between calls so that extra notes and further actions can be undertaken.
The configuration page can be a little clunky at times. And confusing when designing the initial call flow. Once it's all set up the dashboard is quite basic and reporting was difficult to get too much useful information from for the management.
Likelihood to recommend: 4/10
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/packages
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.