This week, we’re excited to be exhibiting at ACCE 2013! Presented by ICMI, ACCE is a premier global gathering for the contact centre industry and an essential forum for networking and sharing of proven best practices. Held in Seattle, WA, … View full article

Last week we were really excited to be exhibiting at salesforce.com’s annual Customer Company Tour in London. Replacing the previous Cloudforce moniker, the event brought together leading Salesforce partners, customers, prospects, technology innovators and thought leaders, to share ideas, discuss … View full article

‘So why NewVoiceMedia?’ I was asked when it was announced that I would be moving on from salesforce.com – and in all fairness it was a great question. salesforce.com is a pretty cool company, it has founded and established the word ‘cloud’ … View full article

This is a guest post by Jonty Pearce, Editor of Call Centre Helper, the UK’s most popular Contact Centre Magazine. A few years ago many people would not touch a hosted contact centre with a barge poll. But over the … View full article

Salesforce comes with some great capabilities for managing cases, or tickets, including automated escalations, entitlements and crowd storming. But what happens when a customer calls you with a case already open? What would be best practice? Certainly not routing the … View full article

This time next week 30,000 clouderati will descend on the Moscone Centre in San Francisco for what’s billed as the Cloud Computing event of the year – Dreamforce. Now in it’s ninth year the Salesforce event has come to sum … View full article