NVM Contact Center Decked with Fully-Integrated Omnichannel Solution to Deliver Exceptional CXs

Sudipto Ghosh

March 14, 2018

A Fully-Integrated Omnichannel Solution Has Been Designed to Deliver a Consistent Customer Experience Across All Salesforce Digital Channels and the NVM Contact Center

NewVoiceMedia, a leading global provider of Cloud Contact Center and Inside Sales Technology, announced its Spring ’18 release. The leading cloud contact center provider unveiled key capabilities that will enable businesses to drive digital transformation and create unified, consistent and integrated experiences irrespective of the channel chosen by the customer.

At the time of this announcement, Moni Manor, Chief Product Officer at NewVoiceMedia, commented, “Digital transformation is about changing the way businesses operate and interact with customers to provide a better experience, and we’re passionate about helping drive great conversations across all customer touchpoints.”

Moni added, “With this release, we are one of the first to market with a fully integrated omnichannel contact center solution which will enable organizations to leverage their Salesforce digital channels, without switching to a third-party solution for the unified digital and voice experience. This means companies using Salesforce can provide a rich, consistent and integrated experience irrespective of the channel chosen by the customer.”

Making Every Conversation Great with NewVoiceMedia’s Omnichannel Experience

NewVoiceMedia, which enables organizations to create unparalleled, emotive customer experiences to serve better and sell more, has launched a fully-integrated omnichannel solution, designed to deliver a consistent customer experience across all Salesforce digital channels and the NVM contact center.

Businesses can now route voice and interactions through email, chat, SMS, video and social channels in an integrated and unified manner, uniformly empowering digital and voice agents, optimizing resources and improving management of KPIs across all customer interaction channels.

In an era of empowered and ultra-connected consumers who expect a rich and consistent experience irrespective of interaction channel, businesses that excel in engaging customers across channels can retain nearly three times as much business as those without an omnichannel strategy.

Tony Bone, Regional Vice President of Service Cloud at Salesforce, commented, “Salesforce empowers businesses to offer customers a rich, connected omnichannel experience, ensuring that the contact center is part of that experience is critical to business success. The NewVoiceMedia platform is one of the first contact center solutions to offer Salesforce customers the ability to deliver that experience across both voice and Salesforce implemented digital channels. Unified routing coupled with tight integration with Salesforce enables customers to leverage their existing Salesforce implementations and obtain deep visibility and management across all their interaction channels.”

Sheila McGee-Smith, Founder and Principal Analyst at McGee-Smith Analytics, said, “A seamless, integrated omnichannel contact center solution has become essential for businesses seeking to compete on customer experience.”

Sheila added, “With the omnichannel capability from NVM and the dedicated focus it has put on tight integration with Salesforce, businesses can deliver that kind of omnichannel experience – offering not only consistency but also up-to-date customer interaction information irrespective of the interaction channel.”

Turning Customer Interactions into Your Greatest Insight Engine

With Spring ’18, NewVoiceMedia also brings enhanced analytics to Conversation Analyzer, its powerful integrated speech analytics solution, to make sales and service teams even more successful. Now integrated with Salesforce Einstein Analytics and with built-in Einstein dashboards, businesses can easily analyze customer conversations which are automatically made available in Salesforce and unlock valuable insights across contact center and CRM data.

Conversation Analyzer uses speech-to-text to transcribe calls and deliver intelligent content categorization for actionable insights into the business. With built-in Einstein dashboards, businesses can refine how to boost their successes and manage challenges more efficiently, helping ensure every conversation is successful.

Currently, NewVoiceMedia provides cloud contact center and inside sales technology that enables businesses to create exceptional, emotive customer experiences to serve better and sell more.