Turn channels into great conversations

NVM’s Omni-channel solution lets you create seamless interactions with customers. Allowing you to deliver fluent conversations, regardless of location, device or channel. Accommodating omni-channel capabilities allows you to meet your customers wherever they are and interact in a way that best suits them.

Omni-Channel for great customer experience

With NVM’s platform and Salesforce® omni-channel you have the flexibility to:

  • Manage your channels and oversee complete customer interactions
  • Streamline your operations and improve the customer experience with omni-channel
  • Provide real-time performance metrics of your omni-channel strategy
  • Gain deeper insight into service levels and thorough business analytics
  • Deliver personalised contact handling omni-channel
  • Increase the productivity of your service teams

The very best Salesforce integration

Together, Salesforce and NewVoiceMedia handle all communications channels better than ever before. Looking to manage inbound communications? Take advantage of Omni-Channel from Salesforce and NewVoiceMedia to achieve superior voice channel and insightful business critical analytics in real time.

NewVoiceMedia provides all you need with a unified queue, dynamic and skills based routing and cross channel prioritisation.

  • Personalised routing and contact handling
  • Effortless customer experience
  • Productivity boost

Features

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Real-time Service Level Analytics

Real-time service level monitoring.

Dynamic routing and contact handling rule management to ensure SLA are met.

prioritization

PrioritiSation

Contact prioritisation by segment and context, not purely channel.

Channel is an attribute of a contact, not the defining feature.

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Self-Service and Dynamic Announcements

Enable self-service for simpler enquires and pre-empt information requests.

Serve information to the customer using sophisticated data look ups into Salesforce and other 3rd party systems.