What makes us different?
NewVoiceMedia hosted telephony solutions are based on application hubs that can handle in excess of 20,000 simultaneous calls. These hubs are in turn linked into international internet networks that have the capacity to carry a petabit (a billion megabits) of traffic per second. It's a powerful platform, but what it enables our clients to achieve is even more powerful: we deliver the commercial benefits that no other vendor can…
Dramatically less expensive to set-up and run
NewVoiceMedia provides all the telephony services you need over the internet using our remote infrastructure (the 'NewVoiceMedia Application Hub'). You rent the capability you need and just pay for what you use - rather than investing vast amounts of capital (capex) in new hardware or bespoke software developments.
Traditional, non-hosted suppliers will require you to make a heavy investment in hardware or software just to get going. Special telephony hardware will take a long time to install and commission, will be expensive to maintain over its lifetime, and will be obsolete in a few years anyway as technology evolves… A hosted solution from NewVoiceMedia has none of these drawbacks: the infrastructure is already in place, there are no hidden costs as maintenance is built into the pricing structure, and we ensure that our multi-tenant platform is at the peak of performance 24/7 because, as hosting specialists, our business depends on it.
For the first time, NVM brings a cost effective way for service providers and end customers alike to benefit from advanced telephony functionality that has until now, only shown a return on investment for call centres of large enterprises. The simplicity of deployment combined with the hosted model brings such functionality to the huge SME market, as well as departments of large enterprises who would not see themselves as a classic call centre.
Rapidly deployed, easily scaled, risk-free solutions
Because of the hosted approach in general, and our web-enabled configuration in particular, everything happens at Internet speed. More than once, a customer has called us in the morning and was taking calls by the afternoon.
Users find our hosted approach saves costs in the short term and is more flexible in the long term. For example, you don't have to commit to the system you may need in a year's time - you start off with the solution you need today and grow (or reduce) capability as needed. Moreover, such capability can be defined by you on a day-by-day basis, if need be.
The modular building blocks to create YOUR vision
The NewVoiceMedia application modules (ACD queues, call recording, IVR menus, voicemail, CTI screen popping, statistics and management tools…) can be quickly combined to create the solution you have always wanted to have. And probably more than you ever thought possible. It means that you can configure the solution you need to get up and running today, then enhance its features as your needs change. NewVoiceMedia is always open to add new functionality that will broaden the appeal of its solution.
End-user configurable Dynamic CTI
With NewVoiceMedia everything configurable by end users over the web - ACD, IVR, CTI. Everything. It means that you could, say, add agents in minutes to scale to increases in load following an advertisement campaign; you could change the call routing of an important client to an agent who will be working from home that afternoon, you could add four new voiceover messages in the morning to respond to a media announcement… It means the flexibility to respond to changes in your business in minutes - without the assistance of expensive third parties. In what is also believed to be unique in our market, NewVoiceMedia Dynamic CTI is available at all times during the call: it can be set-up to route pre-defined callers to specialised agents; it could allow the caller to break-out of the queue at any time to leave a call recording or answer a marketing survey and be returned to a higher point in the queue; and during wrap-up the agent can quickly define CTI actions to take the next time that caller makes contact. In our experience users are fully up to speed after a brief training program - but we are always on hand to provide advice, or to configure the system for you.
Individual Caller Treatment (ICT)
The NewVoiceMedia platform was designed from the ground up for 'individual caller treatment'. ICT allows you to differentiate returning callers in real-time based on value and needs mapped by your own CRM system. You'll be able to convert customer data into actionable knowledge: to model your caller's needs and interests, to develop the opportunity this provides, and to transform the caller experience into a mutually beneficial one.
At the simplest level, it could mean bumping a caller higher up the queue because the last time they were held on-hold for a long time. It could mean automatically routing VIP callers along the 'red carpet' to 'their' agent and bypassing the usual menu system. It could mean automatically routing certain callers to the most appropriate agent as they proceed along a given business process. It could mean asking your caller if they want to use their usual credit card to pay for something - and making a real-time bank authorisation before the call ends. Some of our more sophisticated solutions play individually-targeted relevant marketing messages ("PhoneAds™") during the call to increase product revenues or cross-sell services. PhoneAds have been proven to increase caller retention and business levels over non-targeted jingles.
Powerful hosted infrastructure
Naturally, the functionality that makes us so different requires massive processing power. Most users are rightly unaware that platform has more compute power per caller channel than was available for the whole of a major US telephony network only six years ago! And because the costs are shared with other users of our multi-tenant platform, it comes practically for free. Our massive processing power enables us to offer our clients the inbound call treatment capabilities they could only dream of, until now.
For those with a technical interest, our platform is based on Stratus fault-tolerant server architecture that delivers greater than 99.999% uptime; it uses Aculab signal processors (3 DSP chips per caller channel to remove echoes, reduce background noise and for CTI control any time during the call); and we developed our own softswitches for carrier-grade signalling. Our multi-tenant infrastructure is based inside our telco partners' premises and is supported day and night, 365 days a year. These hubs are, in turn, connected to major internet networks that can handle up to 1Petabit (a million gigabits) of traffic per second. We believe we are the only hosted company to be so tightly integrated into Tier 1 networks. We conform to XML, CCXML and VoiceXML standards, extended to provide more tailored instruction sets for Dynamic CTI.
The platform hardware aside, NewVoiceMedia owns all the Intellectual Property of its solution and has many patents pending for its implementation. It also means that we can rapidly adapt the platform to meet new applications and challenges.
A migration path towards convergent applications
The Application Hub straddles and supports the signalling protocols of multiple different network types (PSTN, mobile, VoIP...) and therefore supports convergent solutions.
Unlike some vendors, we provide a migration path where users can evolve at their own pace - and not be forced to throw away years of investment and start again from scratch. We can add missing capability to your existing solution, integrate our unique individual caller treatment pre-processing, or provide a customised solution to meet your projected needs.
Our experience of vertically integrated solutions
NewVoiceMedia staff have years of experience in the telephony market and the call and contact centre domain in particular. We are not an anonymous multi-national: our support people pride themselves on going the extra-mile for our customers because we personally know how important our solutions are to them. We design and support our own innovative platforms, we provide off-the-shelf as well as customised solutions, we have a division that will craft and record the messages that underpin individual caller treatments, we are committed to setting up long term alliances and partnerships with industry leaders in their particular sector…
