





Click-to-dial






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 10About 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...
Click-to-dial
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 10Average User Ratings
Overall
Ease-of-use
4.5
Value for money
4.5
Customer support
4.5
Functionality
4.5
Likelihood to Recommend
Not likely
Very likely
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
Reasons for Choosing NewVoiceMedia Cloud Contact Center
NVM had an easier implementation process and a better interface.
Reasons for Switching to NewVoiceMedia Cloud Contact Center
Our previous provider was unstable and had horrible support
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.
Reasons for Switching to NewVoiceMedia Cloud Contact Center
To be able to integrate with salesforce in order to track calls of our salesmen.
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 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.
January 2017
Jason
Time Used: Less than 2 years
Review Source: GetApp
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
January 2017
Expansion of current NVM to a new site
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.