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

36 Reviews of ContactWorld for Sales by NewVoiceMedia

 

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Software Advice Reviews (6)
More Reviews (30)

Showing 1-6 of 6

Annette from Hearing Your Way
Specialty: Manufacturing
Number of employees: 1 employee Employees number: 1 employee

February 2017

February 2017

Business Voip

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

I like the ease and simplicity of this product. Great product for the price. love that it comes with 2 phones for the price as well.

Pros

Easy to program and handle. Great product for the price.

Cons

The voices can sometimes cut out.

 
 

Brian from Midwest Foods
Specialty: Food / Beverage
Number of employees: 201-500 employees Employees number: 201-500 employees

January 2017

January 2017

ContactWorld Review

Ease-of-use

Functionality

Product Quality

Customer Support

The biggest feature that we take advantage of is the detailed reporting that is offered. This allows for every department to be broken down and supplied with easily extracted information. Implementation wasn't as smooth as we'd like however the support team aided us throughout the process.

 
 

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.

 
 

Sascha from Deliveroo
Specialty: Food / Beverage

March 2016

March 2016

Rollout New Voice Media in Germany Customer Service at Deliveroo

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Its finally working: Customers can hear us, we can call them, they can call us
Service was quite responsive

Likes Least

Usability - not the cleanest / easiest userinterface and settings
Installation

Recommendations

Make sure to get everyone trained on this and take your time during the roll out

 
 
 
Showing 1-20 of 30

Lenny from 9 Spokes

January 2017

January 2017

A must for a Success Team

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We implemented NVM 8 weeks ago for our success team to make on-boarding calls and take support calls and the whole experience has been seamless. The representative from NVM provided support and training during the bedding in phase and he was excellent, and we were up and running within a few days. Fast, professional and supportive, NVM is a great product, stand-alone and also as an integration with Salesforce.

Source: Capterra
 

Jason

January 2017

January 2017

Expansion of current NVM to a new site

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We already had NVM at one of our global locations and needed a speedy implementation in a different country for our success team to support a new channel. The NVM team got it implemented in days and the support and training was excellent. We were fully up and running in no time and are making daily calls to customers and receiving support calls with no issues. I highly recommend NVM and their professional and courteous team.

Pros

Fast implementation
Great Support
Great training and a wealth of documentation online
Customizable
Easy to use and administer
Constantly being developed.

Cons

Not seen any yet, though it may appear a bit dated visually.

Advice to Others

Get it

Source: GetApp
 

Kelly from Servest
Number of employees: 10,000+ employees Employees number: 10,000+ employees

January 2017

January 2017

Over promised, under delivered and now recovered into something brilliant!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We were originally miss sold the package details by which we based our decision. The handover at the outset of our account to delivery was terrible because what we wanted hadn't been effectively communicated. HOWEVER, since this time the representative has been on hand to support us and to get the system up to where it should have been originally. the representative has been a huge help and as such we are now achieving the SLA's we missed at the initial go live because of the incorrect routing. The only work remaining to be completed is training of the new system so that the Team Leaders can effectively create agents and skill sets. I am extremely grateful that representative joined our account when he did. I look forward to a long relationship with NVM.

Pros

Intuition around call prioritising and skill setting

Cons

It has some odd quirks that you need to remember occur and train out so you can avoid them being issues. The wallboard licences drive me insane and i hate having to change the setting to amend the view.

Advice to Others

It would be good at the end of the go live period with NVM to receive a basic training pack but also that contains key information e.g all your log in details collated, where there is flexibility within the contract to ugrade, anything in particular that is unique to your system. Process for logging tickets

Source: Capterra
 

Jason from Fairfaxmedia New Zealand

January 2017

January 2017

Sharp Development and Smooth Deployment!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

A great experience working with Customer support representative from NVM. I am responsible for training the sales team and Customer support representative was especially helpful providing the required information to enable our team to have the best possible start. In addition, the NVM Wiki is a fantastic resource. Thanks, NVM!

Source: Capterra
 

Pouria from Fairfax media
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

January 2017

January 2017

NVM and FFX Integration

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We had a great experience dealing with NVM, Customer support was absolutely helpful and helped us through this Journey, we are now live with more than 4000 calls going through the system through the 1st week.

Pros

Everything is recorded

Cons

Voice over IP can have some delays

Source: Capterra
 

Gilby from FairfaxMedia
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

January 2017

January 2017

NVM Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Overall experience was great, set up and training went smoothly and well within the target time. No real issues along the way

Source: Capterra
 

Giles from Urban Massage

December 2016

December 2016

Totally changed how we run Customer Services

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

New Voice Media has had a huge positive impact on the business. The super-high reliability, alongside the in-depth reporting, has kept all aspects of the business happy.

Source: Capterra
 

Julie from Headway, the brain injury association

December 2016

December 2016

After care service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Initially, the generated reports didn't add up (to us). The support team took the time to explain the reports. There were a few minor discrepancies in the figures, the rep took the time to identify and rectify the problem. If I have any questions in the future I know I can rely on the team to be fully supportive.

Source: Capterra
 

Corrine from Berry Bros & Rudd

November 2016

November 2016

Super Service!!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

The possibilities are endless on NVM, their systems seem to be able to handle even the most complex routing solutions. The reporting is extremely versatile and detailed and the staff are very knowledgeable and helpful. Kyle Hughes in the Hampshire office is particularly helpful and is always happy to offer advice and assistance.

Source: Capterra
 

Lisa from Berry Bros & Rudd Ltd
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2016

November 2016

'Great product, great support'

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Real time visibility, great for statistical reporting. The support from Kyle Hughes has been outstanding!

Source: Capterra
 

Paul from Interactive Investor

November 2016

November 2016

Excellent Professional Service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Working in the stock brokering industry, the change and business demand is perpetual.

Solutions need to be instant and problems need to be resolved very quickly.

New Voice Media provide a robust, enthusiastic and energetic service.

Before I pick up the phone up the phone I have a feeling of confidence that they will be able to help.

Having dealt with various vendors over a number of years, NVM stands tall.

From the initial setup, to the on-going support and ¿hand holding¿, they are very professional and joy to work with.

Source: Capterra
 

Edward from Paysafe

October 2016

October 2016

Thank you NVM and Russell Healey..

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

The implementation Engineer (Russell Healey) did an excellent job integrating the NVM solution to our operating and functional requirements for our service desk. Essentially, he became an active member of my team, worked closely with everyone to clearly understand detailed requirements and effectively rolled out the solution on schedule. From day one, we have already seen significant improvements in the quality of services we offer our customers and has made our jobs easier.

Source: Capterra
 

Thibault from Paysafe

October 2016

October 2016

Team Lead Merchant and Technical support

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support

Great work from Russell Healey to get us set up. He became part of the team for a week and helped us pull this long due project to Fruition.

Features are great so far, only con is the real time dashboard functionality and the little customization the widgets offer.

Source: Capterra
 

DAVID from LABOR FIRST
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2016

October 2016

CHIEF OPERATING OFFICER

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Great on site implementation team. Totally customization IVR solution, call recording, etc. Excellent customer service. A real partner.

Pros

ONSITE IMPLEMENTATION

Cons

COST

Advice to Others

REQUEST ON SITE IMPLEMENTATION

Source: Capterra
 

Delphine from Natural Blender
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2016

September 2016

Great Overall Experience

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Excellent experience, working with everyone at NVM, very professional and reliable. I was always kept up to date on all stages and everything was explained in a language that I could understand.

James, was great at helping us sorting out things and ensure we got up and running on our go-live date.

Source: Capterra
 

Graeme from Upad
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2016

September 2016

Great Overall Experience

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Great overall experience working with everyone at NVM. I was always kept up to date on all stages and everything was explained in a language that I could understand.

Sam worked tireless to ensure we got up and running on our go live date.
Jo was outstanding with her communication and keeping things simple for us

Source: Capterra
 

Michelle from Intrepid Travel
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2016

August 2016

Intrepid Travel Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Great support from James Doyle when the system was set up and spent time with the team and took on fixing the phones when we had system errors.

Pros

Call listening, view calls waiting.

Cons

Lag in calls, transferring calls.

Source: Capterra
 

Andy from Intrepid Group
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2016

August 2016

Great support, great product.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Design, build and rollout was excellent. Worth putting the time in to really get to know the software and its capabilities with our PS James during the design phase. NVM really are an excellent company to deal with which makes the whole experience of setting up much less stressful. Friendly, punctual, efficient and professional. Doesn't stop at go live either; their continued support has been excellent.

Pros

Skill management - it's what we've based our whole system around and a great functionality for call distribution. Sure there's much more to come too once we integrate with SalesForce further along the line.

Cons

Call lag is the main issue and can become quite frustrating for our team and our customers. Also the in ability to see on screen when a call is being transferred who is transferring it to you.

Source: Capterra
 

Gemma from Powerforce

April 2016

April 2016

NVM review

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

The system is easy to use and the set up processs was clear

Source: Capterra
 

Layla from Ted&Muffy

January 2016

January 2016

Absolutely Great!

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Can not wish for anything more as a company, all we need easily accessible with a click of a button.

Source: Capterra
 
 
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