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NewVoiceMedia awarded 2016 CRM Excellence Award

NewVoiceMedia, a leading global provider of cloud technology that helps businesses sell more, serve better and grow faster, announced today that TMC, a global, integrated media company, has named ContactWorld for Service as a 2016 CRM Excellence Award winner, presented by CUSTOMER magazine.

ContactWorld for Service, a cloud customer contact platform that integrates seamlessly with Salesforce, enables organisations to provide personalised service to customers. The platform offers data rich context for each interaction and uses smart routing for quicker call resolution and greater customer satisfaction. Customers automatically connect with the most appropriate agents based on any routing rule a business prioritises (previous cases, VIP status, satisfaction scores, etc.), and agents are equipped with the best resources to address each engagement (contact screen pops, call notes, location, etc.), all through a single Salesforce dashboard. Managers can access real-time insights on agent performance, call recordings and call analytics to effectively track and coach their team.

“We are excited that ContactWorld for Service has been named a CRM Excellence Award winner by CUSTOMER magazine", said Jonathan Gale, NewVoiceMedia CEO. “Our cloud customer contact technology is transforming the experiences that service professionals offer their customers, ensuring every interaction is unique and personalised. This award is further testament that our cloud solutions really are best-in-class and we’re honoured to have been formally recognised”.

“The 17th Annual CRM Excellence Award honours NewVoiceMedia for being a true CRM partner to its customers and clients”, said Rich Tehrani, TMC’s CEO and Group Editor-in-Chief. “NewVoiceMedia has demonstrated to the editors of CUSTOMER magazine that ContactWorld for Service improved the processes of its clients’ businesses by streamlining and facilitating the flow of information”, added Tehrani.

Based on hard data, the CRM Excellence Awards rely on facts and statistics demonstrating the improvements that the winner’s product has made in a client’s business. Winners were chosen on the basis of their product or service’s ability to help extend and expand the customer relationship to become all encompassing, covering the entire enterprise and the entire lifetime of the customer.