Admin Needs Features
Manage agents within Salesforce, where no coding is required since we use Salesforce UI-based admin controls.
Route NewVoiceMedia voice and Salesforce email, chat, SMS, video and social channels together using the same business logic to provide a more consistent customer experience, boost operational efficiency, and reduce contact center headaches.
Salesforce users can have omni-channel conversations from within Salesforce with our embedded Contact Pad, as well as set their availabiliy across all channels, check queue activity, and peek at peer presence.
Reporting & Analytics
The NewVoiceMedia reporting strategy sees Salesforce as THE data silo. Use real-time customizable dashboards and wallboards. Receive your historical insights from within Salesforce reports, including using Einstein. Rely on the widest set of Voice and Salesforce digital channels data pushed into Salesforce.
Use Einstein Analytics with NewVoiceMedia Conversation Analyzer to unlock hidden insights from every customer conversation via powerful and easy-to-use dashboards that tag and categorize the most relevant conversations for best-practice sharing and compliance monitoring.
Improve the customer experience by using NewVoiceMedia to carefully route customers who are stuck in a chatbot conversation to the best available agents using the same routing rules that govern your other channels.