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

47 Reviews of ContactWorld for Sales by NewVoiceMedia

 

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Software Advice Reviews (6)
More Reviews (41)

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 41

Denise from LadbrokesCoral
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

October 2017

October 2017

Easy to use and informative

Ease-of-use

Functionality

Product Quality

Customer Support

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

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.

Review Source: Capterra
 

Angela from Ladbrokes Coral Group plc

October 2017

October 2017

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

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
Pros

Easy to use

Cons

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

Review Source: Capterra
 

Peter from LadbrokesCoral
Number of employees: 10,000+ employees Employees number: 10,000+ employees

October 2017

October 2017

Easy to use system, has worked well since day 1

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
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.

Review Source: Capterra
 

Melanie from Ladbrokes Coral

September 2017

September 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

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

Review Source: Capterra
 

Ricky from Ladbrokes Coral

August 2017

August 2017

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

Review Source: Capterra
 

Neal from Ladbrokes Coral Group
Number of employees: 10,000+ employees Employees number: 10,000+ employees

August 2017

August 2017

Good usability and navigation

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

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

Review Source: Capterra
 

Shomari from Ladbrokes Coral
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

August 2017

August 2017

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

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

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.

Review Source: Capterra
 

Raf from Nucleus Commercial Finance Ltd.
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2017

August 2017

Excellent 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
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 Tim Newton.

Cons

We had a few reporting issues at first which was resolved straight away.
Again, great help from Tim Newton.

Review Source: GetApp
 


June 2017

June 2017

Perfectly fits our needs

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
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.

Review Source: GetApp
 

Joe from Huddlebuy

June 2017

June 2017

Fits our needs perfectly

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
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.

Review Source: Capterra
 

Kasim from Gousto

April 2017

April 2017

Brilliant platform and 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

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!

Review Source: Capterra
 

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.

Review 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

Review 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

Review 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!

Review 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

Review 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

Pros

Simple to use yet provides in-depth stats and visibility of everything we wanted to see

Review 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.

Review 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.

Review 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.

Review Source: Capterra
 
 
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