Contact Center Solutions Featured Article

NewVoiceMedia Showcases Success

August 30, 2018

NewVoiceMedia is trumpeting one of its success stories. The company says Allied Dispatch Solutions has significantly increased productivity since adopting its cloud-based contact center last year.

In addition to enhanced productivity, ADS also is enjoying optimized data management and reliability, and its customers are having better contact center experiences, due to the new solution, NewVoiceMedia reports.

ADS provides roadside assistance and customized call center solutions for clients in Canada and the U.S. Those clients include automobile dealerships, financial institutions, insurance companies, OEMs, retail networks, and wireless carriers.

“The voice channel remains a vital part of roadside assistance, and we are tasked around the clock to be there when people need us the most,” ADS President and CEO Anthony Royer said. “NewVoiceMedia took the time to really understand what we do and provide a solution that allows us to deliver on that promise, and to measure and communicate our success to clients with confidence.”

The NVM Platform performs skills-based call routing to all for optimal call quality. It’s integrated with the Salesforce Service Cloud, so business users have easy access to current call data. And the solution can generate reports to provide quick insights.

“We are delighted that ADS has experienced such incredible success with the NVM platform, as our Salesforce integration makes it easier for their business to track the data that will continue to drive results and customer experience,” Chris Haggis, senior vice president of customer success at NewVoiceMedia. “Our true cloud delivery will also allow ADS to scale and adapt as their business expands and the roadside assistance industry evolves.”

NewVoiceMedia was a winner of TMC’s 2017 Tech Culture Award. It also garnered a TMT News 2017 Technology Award.

Edited by Maurice Nagle