ContactWorld for Sales is a cloud-based contact center management solution for organizations of all sizes and industries. It helps businesses to connect with suitable prospects, track lead conversions, manage sales pipeline and run sales campaigns.

The software integrates with Salesforce application, enabling agents to directly work in the Salesforce user interface. Dialers can use the customer information stored in Salesforce 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.

ConWorld also provides leads prioritization tools, allowing agents to contact priority customers first. Businesses can even embed a 'click to call back' button on their website for their customers to expect callback later in case the agent is away.



56 Reviews of ContactWorld for Sales by NewVoiceMedia

Overall rating

4.47 / 5 stars

Filters:

Showing 1 - 20 of 56 reviews

December 2018

Greg from Medical Devices

Company Size: 5,001-10,000 employees

Review Source


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

3 of 5

December 2018

Implemented as CTI for former company

Pros

When they work the features of NVM work brilliantly. Integrating with the CRM solution picking up the contact details and presenting them to the call centre agent so they can see who is on the call before the customer speaks. Allowing call logging in real time and a set period of cool down between calls so that extra notes and further actions can be undertaken.

Cons

The configuration page can be a little clunky at times. And confusing when designing the initial call flow. Once it's all set up the dashboard is quite basic and reporting was difficult to get too much useful information from for the management.

May 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

1 of 5

Value for money

1 of 5

Customer support

1 of 5

Functionality

2 of 5

May 2018

Terrible Account Management & Support

Pros

Fairly okay salesforce integration. EU sales team using it was satisfied with using its bare bone calling feature.

Cons

Really disappointed with the overall experience. Did not receive any onboarding, adoption or ongoing support from their end despite having paid for professional services. Did not even know who our Account Manager was till we decided to cancel the contract. The app runs on obsolete technology. Best to avoid this vendor.

March 2018

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

3 of 5

March 2018

Project manager for implementing

Converting all users to 1 phone system

Pros

Configures into Salesforce. Fairly easy to admin once you get rolling. Ability to port phone #s into the platform.

Cons

This is not a good solution for high volume inbound call centers. Tier 1 support is in Poland and they are not proficient in English. Takes a while to get your issues resolved. System lacks some basic functionality that PBX systems have by default.

February 2018

Adonis from Fujitsu Telecom Systems Philippines Inc.

Company Size: 51-200 employees

Review Source


Ease-of-use

5 of 5

Functionality

5 of 5

February 2018

Seamless communication integration!

Pros

With the cost of international and domestic call, companies are spending too much to interact. The NewVoiceMedia VOIP will help you minimize these expenses and effortlessly communicate to the right person anytime.

Cons

Like traditional phone system, you need to invest with telephone unit capable to IP system. The process of NewVoiceMedia VOIP can be easily adapt once the company is already using the system.

December 2017

Shashank from Move Inc

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2017

Good tool for Marketing calls

Pros

Very handy tool for Marketing agents to call more number of customers within the target time to reach their goals and make sale.

Cons

Setting up the tool along with the existing business process is a hiccup, as it has to be aligned with the Business expectations.

December 2017

Sarah from Alliance Healthcare

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

3 of 5

December 2017

Level of support & relationship with NVM developed hugely - great centralisation support

Pros

The Contactworld software, integrated with our Query Management software was a significant enabler for step change from 10 Customer Service Centres nationwide, to virtual centralisation and latterly to full centralisation. It has allowed us to unlock the capacity we have and optimise resources to give the best possible Service Level to our customers.

Cons

Colleagues with previous experience of other software / telephony systems have found some of the functionality / features to be a bit 'behind'. This was one of the reasons for our recent up-grade to the UCD platform, which should have resolved some issues.

December 2017

Pallavi from Move Inc

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2017

Very much useful tool for Customer Support

Pros

Account Executives are very happy that using this tool they were able to reach out to more number of customers. As it will automatically update the tracking of their call list and it will help them while updating their managers. With very less training Users are able to use this tool.

Cons

We have customize lot of things to support the existing business process. Customer support helped us alot to figure out issues. But it is better to start using it from beginning before the business process becomes complex.

December 2017

Ashley from Labor First, LLC

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2017

Amazing overall experience.

Super effeicient in daily life!

Pros

Newvoice media has allowed us to regulate our call center. It has allowed us to offer top notch service.

October 2017

Denise from LadbrokesCoral

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

Functionality

5 of 5

October 2017

Easy to use and informative

Ease of use, we moved and started to use software on the same day. All my team were able to master use in a very short period.

Pros

Makes our role easier by identifying the brand when a call comes through.
The more you use the software the more you pick up.

Cons

Sky board can look a little muddled.
Reports required some tweaking but resolved with the help of customer rep.

October 2017

Angela from Ladbrokes Coral Group plc

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

October 2017

Ticks the boxes is intuitive and has been deployed quite seamlessly. Support has been fantastic.

Pros

Easy to use

Cons

Would be perfect if Skill Assignment was viewable by agent skill set and not by individual skill.

October 2017

Peter from LadbrokesCoral

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

October 2017

Easy to use system, has worked well since day 1

Pros

Reliability is excellent. Has been our most consistent piece of software since moving to our new office.

Cons

Caller ID display for outbound calls whilst having a customer on hold is an issue, displays customer number instead of department number.

September 2017

Melanie from Ladbrokes Coral

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2017

Really helpful trainer, explained any and all queries clearly. A huge improvement on current system

Pros

Where to start? Easy to use interface, with Real Time functions customisable to each Supervisor. Offers large array of information in real time on an agent's activity, call queues and call centre stats.

Cons

Skill Management - you need to filter by Skill then Agent, rather than being able to filter by Agent and view all Skills

August 2017

Ricky from Ladbrokes Coral

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

August 2017

Great Product and extremely helpful delivery and after care from customer support.

Pros

Extremely user friendly system and the real time queue management is perfect tool for call spikes in queues

Cons

We initially wanted to be able to manage skills through proficiency, but we are unable to do so with the system at the moment.

August 2017

Neal from Ladbrokes Coral Group

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

August 2017

Good usability and navigation

I like the software in general there is nothing that disappoints me. It is a wonderful product that i would recommend to anyone to us in a call center environment.

Pros

The ease of navigation and reporting tools on individual agents to help build KPI packs for agent stats and the ability to pull given stats as and when required

August 2017

Shomari from Ladbrokes Coral

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

August 2017

So far so good, we were able to hit all requirements first go. The software is easy to use

Customer Insights, Real Time Reporting

Pros

Dynamic Routing. Moving onto a cliyd based system was supposed to have many limitations none of which i have experienced.

Cons

We wanted to be able to use proficiency in our skills and this has meant we have had to adapt our approach.

August 2017

Raf from Nucleus Commercial Finance Ltd.

Company Size: 11-50 employees

Review Source: GetApp


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

August 2017

Excellent service

We had a few reporting issues at first which was resolved straight away.

Pros

It integrated easily to Salesforce and is simple to use.

In the number of occasion where there have been any issues encountered these have been resolved quickly and efficiently with help from one of the customer rep.

June 2017

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2017

Perfectly fits our needs

Pros

Great Support that is always attentive and is intent on resolving your issue and ensuring you are satisfied.

Cons

Sometimes the website can feel outdated and not laid out in the best format. I feel if a designer was to look at some sections of the site there could be massive improvements made to make things easier and clearer to understand.

June 2017

Joe from Huddlebuy

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2017

Fits our needs perfectly

Pros

Great support that is always keen to resolve your issue. Great API links to other web services and Salesforce.

Cons

Certain aspects of the platform do look outdated and arn't easy to read or follow.

April 2017

Kasim from Gousto

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

April 2017

Brilliant platform and support

The platform is fantastic when scaling up with plenty of features. One thing that we lacked with a previous provider was support. However, the support received from NVM has been nothing short of great!

February 2017

Annette from Hearing Your Way

Company Size: 1 employee


Ease-of-use

5 of 5

Value for money

5 of 5

Functionality

5 of 5

February 2017

Business Voip

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.