NewVoiceMedia, a leading provider of cloud contact center technology, today announces the launch of ContactWorld for Sales and Marketing. Integrating seamlessly with Salesforce, executives will now benefit from complete visibility of all sales activity as customer data is turned into customer insight, driving sales effectiveness.
The focus of technology investment is changing in 2013 with sales leaders investing in tools that enable sales reps to work smarter and the CMO forecast to outspend the CIO1, coupled with a 46% increase in mobile budgets2. Innovation therefore needs to be targeted around the support of mobile trends and the desire of sales and marketing leaders to drive efficiency in their functions.
This major offering from NewVoiceMedia will vastly improve internal efficiency, particularly for managers of entire sales organizations which include telemarketing, inside and field sales teams – all contacting customers about products and services. Real-time dashboards and a rich source of historical data provide visibility and tracking of individual activities to a level of granularity not previously available, while the solution's call recording functionality offers a more meaningful insight into operations and performance.
With 'click-to-dial', agents can dial directly from the calling list in Salesforce - simplifying the process and reducing the chance of misdialing. Customer records are then automatically updated, meaning there is a complete history of customer interactions as well as a clear audit trail. The solution also enables the creation of follow-up activities so that no lead is lost.
For organizations with field sales teams, mobile recording is available with the advanced package. As with fixed calls, all recordings and statistics are integrated with Salesforce for a complete customer interaction history, and are fully searchable. NewVoiceMedia delivers a network agnostic solution that does not commit a business to a particular mobile operator.
Another feature offered by ContactWorld for Sales and Marketing, is its configurable outbound caller ID (CLID), which can convey a local presence no matter what the location of the sales team. It also allows agents to manage multiple outbound lines, boosting productivity and effectiveness, as they are no longer siloed and constrained by telephony.
At the point of sale, customers can be directed to NewVoiceMedia's PCI-DSS Level 1 compliant system, for secure payments.
Tim Pickard, Chief Strategist of NewVoiceMedia, comments, "With 84% of customers prepared to walk away from a company that doesn't listen, sales and marketing departments need to make sure they have a detailed understanding of their customers, and what matters to them. With ContactWorld for Sales and Marketing, you can make sure you're carefully targeting who you speak to, and what you speak to them about".
ContactWorld for Sales and Marketing is available in both a standard and advanced edition.
1Gartner analyst Laura McLellan, 2012
2CEB (Corporate Executive Board)