A new category of Cloud Contact Center Software, designed for Salesforce.

Personalise every conversation, regardless of channel, by connecting customer insight and agent activities on a single, global communications platform.

NVM named leader in CCAAS by Gartner Magic Quadrant 2019

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Admin Needs Features

Agent administration

Manage agents within Salesforce, where no coding is required since we use Salesforce UI-based admin controls.

Omni-Channel Routing

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.

User Experience

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.

Chatbot integration

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.

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