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NewVoiceMedia puts customers at the heart of its Summer ’16 release to enable more successful conversations

NewVoiceMedia, a leading global provider of cloud technology that helps businesses sell more, serve better and grow faster, will announce its Summer ’16 release today at its inaugural conference Connect. CEO Jonathan Gale will reveal several significant product enhancements that will transform the way businesses of all sizes connect with their customers worldwide, enabling them to deliver a more efficient and personalised experience.

Held at AT&T park in San Francisco, Connect will help attendees better understand how they can leverage data, technology and human behaviour to sell more and serve better. With new research from NewVoiceMedia revealing that U.S. companies are losing business at an alarming rate due to poor customer experiences, understanding how and when to connect with customers has never been more critical.

While NewVoiceMedia creates updates to its ContactWorld technology every week, as a company with cloud computing and agile development methods at its core, it is unveiling several major new product features to offer sales and service teams improved personalisation, performance, efficiency, user experience and infrastructure.

Enabling companies to perform at scale

Summer ’16 makes it easier and more effortless than ever for growing organisations to maximise the efficiency of their sales and service teams, as well as the customer experience. There has been a whole host of changes to the way administrators can create call flows, manage skills and easily access data in Salesforce to inform and resolve customer contacts.

Maximising efficiency for all teams

NewVoiceMedia has also introduced several developments that will allow reps to spend as much time as possible performing their core roles rather than low-value tasks. In particular, ContactWorld’s integration with Salesforce Omni-Channel Presence enables the two platforms to work together to prioritise the delivery of interactions through different channels to the same pool of agents, in the same desktop.

For those making outbound calls, NewVoiceMedia has automated the process of presenting the correct local number, speeding up outbound calling and significantly increasing the call answer rate. It will also be easier than ever to set up and maintain dial lists in ContactWorld. From Summer ’16, agents will be assigned calls on request, meaning the hottest leads are always given to the next available ‘ready’ agent. For those working in large enterprises, the new dial list limit of 49,000 entries means reps will never run out of hot prospects to call.

Putting users at the centre of the ContactWorld experience

The new release focuses on removing barriers to information, streamlining processes and improving the agent interface, to make it easier for sales and service teams to perform their roles. For those looking to keep Salesforce at the centre of the user’s experience, ContactPad now aligns with the Salesforce Lightning aesthetic, giving it a modern, refreshed design, that will improve the user experience due to its consistency with the rest of the environment. NewVoiceMedia has also improved the user experience in the dialler, putting some of the most used features, such as editing a customer’s records and converting a lead, at an agent’s fingertips.

Creating an Intelligent Communications Platform

At the forefront of the service NewVoiceMedia provides is the revolutionary cloud technology that forms the infrastructure of ContactWorld. This release sees the company, who is already able to deliver calls using WebRTC in North America, now able to do so in EMEA. WebRTC is an in-browser delivery method that enables agents to make and receive calls from their browser through ContactPad, without needing to use a desk phone or softphone that sits outside of Salesforce, offering flexibility to global organisations.

Alex Mead, Chief Customer Officer at Golfbreaks, said, “We have high ambitions at Golfbreaks, and are looking to provide our customers with the best possible experience every time they contact us, whatever the channel. It is the combination of NewVoiceMedia’s latest features working seamlessly with our Salesforce platforms, that will drive much easier customer engagement and more successful outcomes for our customers, and our teams. Customer experience really is the key differentiator for businesses today, and NewVoiceMedia’s latest features will help make interactions even more effortless for customers and our sales and service teams, ensuring we continue to deliver the best possible experience every time”.

Jonathan Gale, CEO of NewVoiceMedia, commented, “Innovation and speed-to-market of new features is vital for fast growing companies, and we are committed to investing in the development of our suite of true cloud solutions to continue offering customers the best possible technology within a single Salesforce desktop. Our major product enhancements, which we’re proud to announce at Connect today, will further strengthen our integration with Salesforce, improve the user experience for our customers and help them turn insights into action, to make every conversation completely unique and personalised”.

According to Gartner, “Customers believe that they have a relationship with a provider once they have transacted with that provider. They believe they should be recognized by the provider, and the experience should be mutually beneficial, and therefore designed with them in mind — similar to most relationships”.¹

¹Gartner, Smarter with Gartner, The Customer Experience in 2020, September 10, 2015.