About NewVoiceMedia Cloud Contact Center

NewVoiceMedia’s tight integration with Salesforce is reflected in its AppExchange 5-star rating and the large number of positive reviews. The solution is designed to work in tandem with Salesforce capabilities and data to deliver optimum customer experiences.

Incoming voice communications and Salesforce digital channels can be dynamically routed based on any Salesforce object. Screen-pops automatically deliver the right CRM data & call history to agents. Seamless click-to-dial and call recording improves efficiency. Real-time insights across all channels are displayed in customizable dashboards and wallboards, without waiting for IT to produce reports. Service teams will be able to drive up CSAT metrics, whilst Sales teams will be more producti...


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Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 8

60 Reviews of NewVoiceMedia Cloud Contact Center

Average User Ratings

Overall

4.38 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(36)

36

4 stars

(13)

13

3 stars

(9)

9

2 stars

(1)

1

1 stars

(1)

1

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 60 results

November 2019

Jesse from ResMan

Company Size: 51-200 employees

Industry: Computer Software

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

November 2019

A great partner

We were having multiple problems with our previous vendor. We made the decision to change to NVM and from the start this was an amazing tool for our agents.

Pros

The software is stable, easy to use and the support is amazing.

Cons

There are a few basic reports that they are lacking and they need a better Supervisor Dashboard

December 2017

Sarah from Alliance Healthcare

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

3.0

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 2019

Kaylen from Fusion Healthcar Staffing

Company Size: 11-50 employees

Industry: Staffing and Recruiting

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

2.0

Customer support

3.0

Functionality

3.0

December 2019

Difficult to fix technical issues

The pros outweigh the cons and that is why we continue to use this program.

Pros

This product can be integrated with salesforce which allows for us to monitor calls and record them. It also allows us to make more calls with the voicemail drop option.

Cons

The software is so advanced that every time a technical issue arises I cannot fix it by myself and always have to reach out to customer support. This process does take some time as they are an international company and there is a time difference. Sometimes what I describe seems to be a problem that they do not understand what I mean and it is difficult to work with customer support. They definitely try to help though so I wouldn't say that their customer service is bad, it's just that the product isn't very user friendly and is more technical so it makes troubleshooting an issue.

September 2019

Ryan from Digital Pharmacist

Company Size: 51-200 employees

Industry: Computer Software

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

2.0

Functionality

4.0

September 2019

I'm always having to wait on NewVoiceMedia

Pros

I like the face that NewVoiceMedia runs in the background and I don't have to think about it most of the time. Call transfers are top notch with the software. It is easy to change the number I'm ringing and the interface is simply enough.

Cons

I spend most of my day waiting on NewVoiceMedia to catch up with Salesforce. Salesforce might take 4 seconds to load a record. NewVoiceMedia will often take another 10 seconds on top of that before I can dial the number. I dislike the fact that the NewVoiceMedia window insists on popping up when I'm making a call. That is not helpful. There should be a way to keep it minimized indefinitely.

December 2018

Greg from Medical Devices

Company Size: 5,001-10,000 employees

Industry: Electrical/Electronic Manufacturing

Time Used: Less than 2 years

Review Source


Ease-of-use

3.0

Value for money

3.0

Customer support

3.0

Functionality

3.0

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.