ContactWorld by NewVoiceMedia Software

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.

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.

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.

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.

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.

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.

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.

Pros

Easy to use

Cons

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

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.

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

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.

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

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.

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.

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.

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.

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!

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.

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

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