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 personalized, emotive experience every time.

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Make personal calls work hard

Make every conversation a personal service. Dynamic call routing, intelligent IVR and omni-channel capabilities mean customers reach the right place right away. Deep Salesforce® integration means complete engagement histories, from every channel. Solve problems first time, smooth tricky conversations and add insight to everyday queries, creating customer experiences that set you apart.

IVR software


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Make clear connections

Customers feel better served when they feel truly heard. With omni-channel capability and unparalleled communication infrastructure, crystal-clear voice calls let you handle crucial moments effortlessly. Make every customer feel like a VIP, across every channel.

Omni-channel See it in action


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Help everyone get it right, every time

NVM’s integrated tools help make best practice your only practice, always. Conversation Analyzer automatically transcribes and analyzes recordings to see how your people are handling hot calls. Activity tracking and management tools help you identify, emulate and spread successful approaches. And gamification module can get everyone pushing themselves to hit best practice on every call.

Conversation analyzer See it in action

TRANSITIONING YOUR CONTACT CENTRE FROM ON-PREMISES TO THE CLOUD?

Discover how NewVoiceMedia can put you in the driver's seat.

Find out how

HOW WE'VE HELPED...

Paysafe logo

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

See the case study

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“Our contact center 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 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 availabiliy 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.

SEE HOW WE CAN HELP YOU

Discover how we help shape great conversations.

FUNDAMENTAL FEATURES OF GREAT CONVERSATION

Best practice,
always

Sift through your calls for the gold, then share it everywhere.

See Conversation Analyzer

Making the right connection is personal

Omni-routing to put the right person with the right agent.

See more

The power of speaking, clearly

The best voice calls anywhere,
every time.

See Global Voice Assurance

Talk to us 1 (855) 534 - 2888