NewVoiceMedia, San Francisco, CA

Gold Stevie Award Winner 2012, Click to Enter The 2014 American Business Awards

Company: NewVoiceMedia, San Francisco, CA
Entry Submitted By: BOCA Communications
Company Description: NewVoiceMedia connects organizations with customers worldwide, enabling them to deliver a personalized customer service experience and power sales and marketing teams. NewVoiceMedia’s ContactWorld integrates with both Sales Cloud and Service Cloud. As the global market leader, the company provides cloud contact center technology for salesforce.com customers.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Contact Center Solution – New

Nomination Title: NewVoiceMedia - Contact Center Solution-New

Tell the story about this nominated product or service (up to 650 words). Describe its function, features, benefits, and sales to date:

NewVoiceMedia connects organizations with customers worldwide, enabling them to deliver a personalized customer service experience and power sales and marketing teams. NewVoiceMedia’s ContactWorld integrates with both Sales Cloud and Service Cloud. As the global market leader, the company provides cloud contact center technology for salesforce.com customers.

Features

NewVoiceMedia partners exclusively with Salesforce CRM to deliver an omni-channel contact center that personalizes every engagement based on a customer or prospect’s Salesforce data history.

NewVoiceMedia has two new cloud nodes in North America, further strengthening its presence from coast to coast and extending its capacity to serve tens of thousands of agents.

A whole infrastructure has been built in the US to ensure:

• Data storage, which ensures client’s information-with the data, is hosted in the US and meets all Federal and State regulatory requirements.
• Telephony latency and reliability is minimal, due to nodes on the East and West Coasts providing outstanding resilience.
• True global telephony footprint, which is unique due to a global node structure in the UK, US, Singapore and Australia.
• Full multi-channel capability including web-chat, social media servicing, video-chat and a full proactive service functionality.
• A public trust site is available which means that anyone can view the performance of the network 24/7, giving real transparency and reassurance thereby underlining the 99.999% availability.

Function

The primary function of NewVoiceMedia’s ContactWorld cloud platform is to solve business critical problems that organizations from around the world face with premise based equipment. ContactWorld meets the changing needs of organizations, enabling them to deliver a personalized and unique customer experience, quickly, securely, flexibly and cost-effectively. Their platform is used in over 300 contact centers by 13,000 agents in 116 countries.

The true cloud technology drives easy configurability and is supported by:

• Network access: Choose from PSTN line, VOIP, mobile and Skype
• Browser use: Any browser (Internet Explorer, Google Chrome, Mozilla Firefox, etc.)
• Hosted: Public clouds
• Virtualization platform: VMware
• IaaS & PaaS platform: Amazon Web Services

Benefits

NewVoiceMedia ContactWorld is revolutionizing the customer contact industry. A growing number of customers are benefitting from its SaaS model, which means that they can access the best features at the lowest cost, providing great ROI and fantastic service improvements for end customers.

Saving customers over 50% on traditional contact center costs - The per-user global subscription service is a fraction of the cost of on premise equipment.

Easy set-up and no programming is a winner – No new hardware or added expensive IT resources for configuration or on-going management.

Sophisticated call routing saves time and increases satisfaction - Callers are automatically routed to the best agents by: caller line identification, origin country, number called, case number, language, or any customer data point a business wants to prioritize.

Salesforce integration drives efficiency - Time saving for agents is maximized with salesforce.com integration. Agents receive ‘whispers’ and screen pops to the customer’s CRM record.

Skills development through fantastic call recording - The simple, fast-to-locate call recording system enables skills development for agents, compliance for managers and regulators.

Scalability, flexibility and simplicity – Once set-up, the cloud technology gives easy scalability and flexibility to its rapidly growing customers.

Security, Reliability and data security is a top priority – NewVoiceMedia follow the strictest security standards. It was one of the first contact center platforms to have ISO 27001 status and is also PCI compliant.

Disaster recovery - For always on availability, reps and their managers can log in from home or wherever they have internet access, providing built-in disaster recovery in the event that an office location is inaccessible.

Sales performance

Finally, multi-award winning NewVoiceMedia has a fantastic sales performance:

• SaaS license revenue growing at 100+% year-on-year and 94% increase in new contract value
• Growing at more than five times the market rate, according to Gartner

Revenues have grown by 61% from 2013 to 2014 globally. The contact center technology market is valued at over $6B with over 15M agent seats.

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