Contact Center Solutions Featured Article

NewVoiceMedia Updates Contact Center, Sales Solution

March 09, 2017

Spring has sprung at NewVoiceMedia. The cloud contact center and inside sales solutions provider has come out with its Spring ’17 release.

This latest refresh of ContactWorld provides businesses with enhanced APIs and the ability to send SMS messages. ContactWorld also now does dynamic call routing, offers a broader toolkit for sales and service teams, and allows self-service IVRs to update existing Salesforce data.

The Insights APIs provide businesses with greater access to contact center data and statistics through tighter integrations with other tools. That includes off-platform tools like workforce management ones that do staffing and related forecasting and optimization.

NewVoiceMedia’s new SMS capability allows short messages to be sent on an automated basis when pre-determined events occur or delivers them as part of an organization’s call plan. That can be helpful in providing end users with confirmation about their self-service actions or to confirm that existing plans will be carried through as expected. SMS is also a means to update end users that there’s been a change of plan.

Dynamic Overflow Routing automatically sends calls to centers with available capacity to guarantee the shortest possible wait time.

The sales and service team toolkit now puts such workers in the most appropriate state based on their recent activity and makes sure agents and reps save their notes after a call.

And the ability for NewVoiceMedia’s self-service IVRs to update existing Salesforce data allows callers to update their delivery time, for example, without speaking to an agent.

Speaking of Salesforce, NewVoiceMedia early last year garnered $30 million in a Series F round in which Salesforce Ventures was an investor. Other investors in the round included BGF Ventures, Bessemer Venture Partners, Eden Ventures, Highland Capital Partners Europe, and Technology Crossover Ventures.

Last year also saw NewVoiceMedia add a slew of new people to its executive team, which is led by CEO Jonathan Gale. New hires in 2016 included Chief Product Officer Moni Manor, the former CTO of Five9; Chief Revenue Officer Scott Sampson, a former IBM leader; CTO Arthur Michalczyk, who previously worked as an SVP at Syniverse; and SVP Finance and HR Administration leader Fiona Talbot, who had previously worked at Encore Tickets and global managed service provider MACH.

Edited by Alicia Young