HOW WE'VE HELPED...
Paysafe’s new global customer support centre achieves 20% efficiency uplift with NewVoiceMedia
“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.”
Service Cloud Features
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.
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.
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.
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.
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.