Understand Each Customer Inside And Out

Your customers expect outstanding service, and you expect to give it to them – but that’s just the basics. NewVoiceMedia lets your people deliver a personalised, emotive experience every time.

THE PRACTITIONER’S GUIDE TO CX IN THE CONTACT CENTRE

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Powers over 1,500,000,000 interactions on the Salesforce sales and service cloud

Salesforce appexchange premier partner

HOW WE'VE HELPED...

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Paysafe’s new global customer support centre achieves 20% efficiency uplift with NewVoiceMedia

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“Our contact centre never goes to sleep. We serve a global audience – that means the accessibility and flexibility of languages and time is very complex.”

Vice President Sales & Operation

Service Cloud Features

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.

Intelligent routing

Dynamically route incoming voice communications and Salesforce digital channels based on anything you know about a customer – whether it is the product they bought, where they are in their contract or if they have an open support case.

Single global call plan

Use a single global call plan to distribute your calls globally, consolidating administration and reporting, saving time and delivering insight into how the operation is performing both as a whole, and at a regional level. All this while maintaining the crystal-clear quality that you need to provide the experience your customers expect.

Click-to-dial & Telephony

Make it easy for agents to call customers using click-to-dial from within Salesforce, while integrating the telephony with your existing PBX or use WebRTC to call.

Coaching & Call Logging

Monitor any conversation as well as whisper discreetly during the conversation, and then easily acces the call recordings which are automatically logged into Salesforce.

User Experience

Salesforce users can have omni-channel conversations from within Salesforce with our embedded Contact Pad, as well as set their availability across all channels, check queue activity, and peek at peer presence.

Omni-Channel Analytics & Reporting

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.

Speech Analytics

The NewVoiceMedia Conversation Analyzer transcribes, tags, and analyzes 100% of all customer conversations, which are then auto-matically logged into Salesforce objects, like contacts, cases, and custom objects.

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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