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NewVoiceMedia has appointed Berkeley PR as their PR agency +44 (0)118 988 2992 nvm@berkeleypr.co.uk

About NewVoiceMedia.
NewVoiceMedia helps businesses of all sizes to remove the frustrations of poor call handling, at an affordable cost.

Smaller businesses can take advantage of a sophisticated telephony solution that identifies callers, prioritises and routes them effectively. Larger companies operating a call centre can take advantage of a more flexible system that doesn’t require specialist expertise or months of time to implement or adapt.
NewVoiceMedia’s telephony solution is delivered using cloud-based technology, which provides the functionality of an on-premise solution at a fraction of the price.

For more information contact
Neil Kirtley
Marketing Manager NewVoiceMedia
neil.kirtley@newvoicemedia.com
+44 (0)800 280 2888 #380
+44 (0)7917 821214

Analyst coverage of Call Centre Expo... an interesting read!

NewVoiceMedia welcomes contacts with the Press

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Recent Press Releases

NEWVOICEMEDIA RAMPS UP GROWTH WITH NEW APPOINTMENTS

21st January 2010 – Basingstoke-based NewVoiceMedia has appointed three new executives as part of its bid for continued growth and development. The company enables businesses to improve the way in which they handle calls through a cloud-based telephony solution at a fraction of the cost of traditional technology, which is typically restrictive, slow and expensive.

Paul Turner has joined as Chief Operations Officer. Paul has previously held senior leadership positions in the IT and telecommunication sector, and brings significant general management, sales, product strategy and professional services experience to support NewVoiceMedia’s ambitious growth plans.

Sales Director Tom Livock has been appointed to drive new business development and manage a growing sales team, as it educates businesses of all sizes about the benefits of cloud telephony. Tom has 17 years’ experience in the telecoms space and joins from Voxgen.

Jessica Strachwitz Hamilton has joined as director of the NewVoiceMedia Foundation. Her task is to establish the charitable entity which aims to donate one per cent of NewVoiceMedia’s equity, products and staff time to worthy causes. The Foundation will be launched in February.

Jonathan Grant, CEO, says: “Many companies have started to see the benefits of cloud-based IT solutions, but few realise that similar efficiencies can be achieved in telephony as well. It offers a more flexible and cheaper solution for companies with multiple sites or a remote workforce. It’s also helped many businesses remain up and running in spite of the atrocious weather conditions we’ve recently experienced.”

“These key appointments reflect the growth plans for NewVoiceMedia as we continue to improve customer service through more flexible telephony solutions. In addition to our business goals, we want to create a socially responsible organisation with involvement from all staff and I am delighted that we have set up the NewVoiceMedia Foundation as a separate entity in this regard.”

UK BUSINESSES SUFFER FOLLOWING LATEST SNOW STORMS

6 January 2010 – Heavy snow and icy roads have caused havoc across most of the UK with the Met Office issuing severe weather warnings. Amid the chaos, motorists have been warned to make only essential journeys and commuters faced major delays, forcing many businesses to close their doors for the day or continue with reduced workforces rather than put staff at risk.

Losing a day of revenue or causing considerable annoyance to customers trying to contact them on the telephone has left many business owners disappointed that their current telecom infrastructures was not adequate to support their needs. Many large UK call centres have already shut due to the treacherous weather conditions but don't have the ability to continue to field customer calls and are now facing the back lash from angry customers. Although most companies can divert calls to different offices or home workers, staff often don’t have access to the same level of information as they would if they were at their desk and customer satisfaction is being affected.

“Although call centres traditionally suffer from poor public image it is during times such as this that they can actually help improve customer relations,” explains Sarah Barrow, customer service manager at Wokingham Borough Council. “When we heard the warnings of further heavy snow on Tuesday we took the decision to set up some of our call centre agents to work remotely from home which allowed them to field calls while the rest of our staff made their way into the office. The service provides links and call plan intelligence between customers and other agents so we can maintain our high level of service.”

Wokingham Borough Council uses NewVoiceMedia’s cloud-based service which provides the functionality of an on-premise solution at a fraction of the cost for distributed workforces as well as large companies that don't want to deal with the hassle of specialised hardware, databases, and other CRM components. The service also provides agents with call history (the system can be set up to route callers to agents they've dealt with in the past) and purchasing profiles, as well as access to previously recorded calls.

Barrow adds, “With the snow comes an increase in enquiries from the local community. The ability to quickly answer enquiries and respond effectively to the needs of the community is essential. The general public are also able to take advantage of web chat and email so the local community will experience no change to the level of service they normally receive.”

Calling for Change in the Call Centre

11 December 2009 - Poorly managed call centres continue to be a considerable source of annoyance to local businesses, according to research conducted by NewVoiceMedia at a seminar in Reading.

Attendees were quizzed about their top three frustrations in dealing with call centres, with the majority citing long and complicated menu systems as their number one gripe. Sitting in incessant queues before your call is answered, and having to deal with rude or unskilled agents, were the next two most popular responses.

“Call centres traditionally suffer from a poor public image and our recent research suggests this is an ongoing problem,” explains Jonathan Grant, CEO, NewVoiceMedia. “We’ve taken it on as our mission to change this negative view of the call centre and to spread the word, through a series of regional seminars, about the ways in which businesses can change their approach to handling calls.”

The NewVoiceMedia event was designed to raise awareness of the benefits of cloud-based call centre technology, which provides the functionality of an on-premise solution at a fraction of the cost. Speakers included NewVoiceMedia clients Sarah Barrow, manager of the customer service centre at Wokingham District Council; and Cara Rudd, sales and service manager at prestigious wine merchant Berry Bros & Rudd, which sells and ships wines globally from its headquarters in Basingstoke.

-ENDS-
About NewVoiceMedia
NewVoiceMedia helps businesses of all sizes to remove the frustrations of poor call handling, at an affordable cost.

Smaller businesses can take advantage of a sophisticated telephony solution that identifies callers, prioritises and routes them effectively. Larger companies operating a call centre can take advantage of a more flexible system that doesn’t require specialist expertise or months of time to implement or adapt.

NewVoiceMedia’s telephony solution is delivered using cloud-based technology, which provides the functionality of an on-premise solution at a fraction of the price.
For further information, please visit http://www.newvoicemedia.com.

29th October 2009.

World’s Largest Telco Calls on NewVoiceMedia for Cloud Applications

NewVoiceMedia today announced that it has signed an agreement with China Telecom (Europe) Ltd. (CTE) to promote the NewVoiceMedia Hosted Contact Centre Solution, ContactWorld, across Europe. CTE is the European, Middle Eastern and African operation of China Telecom, the world’s largest fixed-line operator.

NewVoiceMedia’s ContactWorld uses the increasingly popular Software-as-a-Service (SaaS) business model, allowing CTE to help companies to set up, or expand their European contact centres faster and more cost-effectively than traditional hardware-based approaches.

Unlike conventional contact centres, which may take months to install and configure and which can involve hardware costs that are out of reach for many new operations, NewVoiceMedia’s 'hosted contact centres' use virtual telephony systems. This provides t China Telecom (Europe) signs reseller deal with NewVoiceMedia he links and call plan intelligence between the callers and the agents. Call Centre owners pay ‘on-demand’, dramatically reducing the capital expenditure required and allowing the flexibility for the business to expand its call centre operations as it generates greater revenues.

Mr Ou Yan, Managing Director of CTE said: “Geared to our service philosophy of ‘Customer First, Service Foremost’, we continuously make the effort to explore next generation technologies that can add value to our customers’ business operations. Working in synergy with NewVoiceMedia, I am confident that the hosted ContactWorld platform, along with our comprehensive range of industry solutions, will provide our customers with more flexibility in managing their business operations and help them achieve better results.”

According to Drew Kraus, Research Vice President of Gartner, “When considering cost and functionality, many companies are finding SaaS-based contact centres to be the more effective solution for their needs.”

Announcing the deal, Jonathan Grant, CEO of NewVoiceMedia, expressed his delight that the world’s largest fixed-line telco saw the benefit of the ContactWorld platform for its rapidly growing European client base.

Mr Grant added: “As the face of the global economy changes rapidly, CTE’s presence globally is becoming more and more important. Many of their domestic clients are moving overseas and our suite of hosted telephony solutions is ideal to their needs, as it provides a quick and cost effective way to setup and operate a call centre.”

22nd September 2009

Salesforce.com veteran joins board of UK pioneer NewVoiceMedia

NewVoiceMedia, Europe’s leading provider of Hosted Contact Centre solutions, today announced the appointment of Fergus Gloster, former senior VP of corporate sales and a founding director of salesforce.com Europe [NYSE:CRM], as Non-Executive Director.

Salesforce.com veteran Furgus Gloster joins NewVoiceMedia Board Gloster joins NewVoiceMedia to advise on Software as a Service (SaaS) sales processes, at a time when the fast-growing call-centre solutions provider expands its offerings and operations across Europe and prepares to announce significant new partnerships.

In 2000, Gloster was a founder of salesforce.com Europe, then comprising just three staff. He pioneered sales techniques which helped grow the business to several hundred staff, serving thousands of subscribers across Europe. Over a 25 year career in IT, Gloster also held senior positions in Oracle, Accenture (formerly Andersen Consulting), Wang and Trilogy.

Gloster said: “NewVoiceMedia’s superb solution for hosted contact centres was too good an opportunity to ignore. It enables companies of all shapes and sizes to start a call centre operation, something that was previously only possible for the largest organisations.” He added; “Selling revolutionary SaaS solutions though is not just about technology - the way it is sold matters. Our goal at NewVoiceMedia is to develop a highly-effective multi-touch sales model for small and medium enterprises. This is a great business that has a massive opportunity, and I very much look forward to working with the team.”

Jonathan Grant, CEO of NewVoiceMedia, said: “I am delighted that we have Fergus on our Board. Having been responsible for growing the salesforce.com presence in the EMEA region from start-up to being the powerhouse it is today, he has a wealth of experience in developing Software as Service businesses and has already provided insights in how to accelerate our growth.”

September 21st 2009

NewVoiceMedia unveils “No-Software” Call Centre solution at Call Centre Expo 2009

Companies can now run their entire customer service business in the clouds using NewVoiceMedia’s solution integrated with the Service Cloud: No software, no hardware and no-hassles.

NewVoiceMedia embeds contact centre into salesforce.com At Call Centre Expo 2009, NewVoiceMedia introduced a hosted contact centre solution that is integrated into the Service Cloud, the next generation customer service application from salesforce.com.

With this solution, SMEs can now deploy the same Caller-Centric capabilities in their contact centre that have only been available to the world’s largest organizations up to now. All of this is delivered using cloud computing, a revolutionary new technology delivery model that allows companies to access applications over the Internet without having to buy, install or maintain hardware or software.

NewVoiceMedia’s telephony capabilities are embedded directly into the console that customer service agents use with the Service Cloud, giving agents a single, easy to use interface to manage their calls and cases. To help manage the contact centre, supervisors can set-up call plans and graphically review real-time statistics for individual agents and the contact centre as a whole.

When a call comes in, the agent is instantly presented with the caller’s contact details including their call history, purchasing profiles, and even any call recordings held on file. To help route the right call to the right agents, customer data held in salesforce.com is used to intelligently route inbound calls using skills-based routing scenarios. The intelligent routing rules can also route calls to the same agent to provide continuity of service; use value-based routing that recognises that callers are in different stages of a buying process; prioritise VIPs in any queue; or provide individual caller treatments such as targeted messaging to cross-sell and up-sell.

According to NewVoiceMedia CEO, Jonathan Grant, “This development enables contact centres of any size to take advantage of the advanced CTI capabilities that were only available to the largest call centres.” Surveys show that only 20% of companies currently take advantage of the benefits of Computer Telephony Integration (CTI). Previously a company had to invest £50,000 or more in software and wait months for an army of system integrators to get everything to work. Now the same capability can be deployed in a matter of days for a low monthly fee starting from £40 per agent.

Tim Barker, EMEA Product Marketing Director at salesforce.com, added “Ten years ago, salesforce.com set out to transform the CRM market by using the power of the Internet to deliver business applications in the Cloud. Today, over 60,000 companies use Salesforce CRM to run their customer service, sales and marketing operations. This integration extends the 80+ CTI integrations available on the Force.com AppExchange, with a pure cloud-based offering that helps companies manage their costs and their customers.”

This release has featured in the following press sites:

Editorials

http://www.ventanaresearch.com/blog/commentblog.aspx?id=3305

http://www.telephonyworld.com/news/newvoicemedia-launches-no-softwarecall-center-solution-at-call-centre-expo-/

http://midmarketit.cbronline.com/news/newvoicemedia_offers_cti_integrated_salesforcecom_service_220909

http://outbound-call-center.tmcnet.com/topics/hosted-call-center/articles/64925-newvoicemedia-intros-contact-center-solution-the-service-cloud.htm

Websites
http://crm.sys-con.com/node/1115103

http://crmhelpdesksoftware.com/

http://crmhelpdesksoftware.com/newvoicemedia-unveils-no-software-call-centre-solution-at-call-centre-expo-2009/

http://crmlike.com/?p=7154

http://gadgetblips.dailyradar.com/story/newvoicemedia-unveils-no-software-call-centre-solution/

http://maximumitblips.dailyradar.com/story/newvoicemedia-unveils-no-software-call-centre-solution/

http://realwirenews.sys-con.com/node/1115103

http://tweetmeme.com/story/183805517/crm-newvoicemedia-newvoicemedia-unveils-no-software-call-centre-solution-at-call-centre-expo-2009

http://twitter.com/callmemsp