ContactWorld for Sales Software


 

ContactWorld for Sales is a Web-based contact center solution for organizations of all sizes and industries.

The software provides integration with Salesforce, which enables agents to directly work in the Salesforce user interface. Dialers can use the customer information stored in Salesforce without any need to synchronize, and can enable automatic dialing of dynamic lists using any object, standard and custom.

Agents can record calls for quality management, transfer calls or put customers on hold and conference. ContactWorld also provides tools for measuring and monitoring agent performance, distributing incoming calls to agents and providing scripts for call handling.

NewVoiceMedia provides a guarantee of 99.999 percent platform availability.

 

ContactWorld for Sales by NewVoiceMedia - Inbound call
 
  • ContactWorld for Sales by NewVoiceMedia - Inbound call
    Inbound call
  • ContactWorld for Sales by NewVoiceMedia - Contact details
    Contact details
  • ContactWorld for Sales by NewVoiceMedia - Call records
    Call records
  • ContactWorld for Sales by NewVoiceMedia - Salesforce integration
    Salesforce integration
  • ContactWorld for Sales by NewVoiceMedia - Scalable solution
    Scalable solution
  • ContactWorld for Sales by NewVoiceMedia - Instant call routing
    Instant call routing
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

3 Reviews of ContactWorld for Sales by NewVoiceMedia

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Gram from Zenefits
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

December 2016

December 2016

Not a fully baked solution

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

The NVM product has some nice features but the overall system has proved to be clunky for us. The call flows are not easy to maintain and to scale. If you have a complex logic, then building these take a lot of time even for the NVM engineers themselves. Their Sales pushed pretty hard for the sale (even sent over donuts for the teams) but the product has a lot of improvements to be done still. The web based version of the phone was only available in US and not EMEA or APAC and we were not told that before we signed a contract with them. It does however, do all the basic things well. Call quality is good. Voicemail and routing works well but it is not too good when things get big or complex.

Pros

Call routing
Call quality

Cons

Clunky
Very difficult to administer.

 
 

Tiffany from Axcient
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2016

December 2016

Average tool for CTIs - check other vendors before signing

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We did not have a very positive experience with New Voice Media. We faced call connectivity issues from the beginning. The dispositioning of the calls was an issue. We did not get the type of reporting we expected it would give us in Salesforce. Their technical implementation specialist was very difficult to work with. He was not based locally. He also made some personal remarks about the team which was not very professional. Based on my experience, I will not recommend this tool. Sorry! :(

Pros

Can use your laptop as phone.

Cons

lacks reporting
system issues
not good support
unprofessional attitude

Advice to Others

As I said, there are better tools out there, so please due your due diligence.

 
 

Matt from Eventbrite
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

December 2016

December 2016

Do your research before investing

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

If you are in the US, be aware that this is a UK based company. Their product is really robust but administering isnt very easy. The demos looked really good but you should get your hands dirty in the admin side to know that this things isnt as intuitive as you thought. It works well if you have simple flows.

Pros

- Can you use your laptop as your phone
-Accurate reporting
- Provides great insights to your calls
- Call monitoring functionality is awesome

Cons

- UI is outdated.
- Gamification piece isnt great.
- Administering it is really difficult.

Advice to Others

Ensure that your requirements can be fulfilled by NVM. Ensure the SLAs before signing-up. Their internal team seemed uncoordinated in our rollout.

 
 
 
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