NewVoiceMedia Cloud Contact Center Software

4.39 / 5 (57)

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 productive and place more calls.

NewVoiceMedia’s integrated speech analytics solution, Conversation Analyzer, works in conjunction with Einstein Analytics to automatically review calls. Powerful insights are made available whilst also improving quality, compliance, agent coaching & ramping.

Customer’s active agents are deployed in over 60 countries, where they depend on NewVoiceMedia’s global reach to support them. Global Voice Assurance ensures crystal clear call quality by making use of the telephony infrastructure local to the caller and the agent. Platform reliability is 99.999%, fully backed by cloud-based disaster recovery.



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Supported Operating System(s):

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

57 Reviews of NewVoiceMedia Cloud Contact Center

Average User Ratings

Overall

4.39 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(35)

4 stars

(12)

3 stars

(8)

2 stars

(1)

1 stars

(1)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 57 reviews

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December 2017

Sarah from Alliance Healthcare

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 2018

Greg from Medical Devices

Company Size: 5,001-10,000 employees

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.

January 2017

Jason

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.

February 2018

Adonis from Fujitsu Telecom Systems Philippines Inc.

Company Size: 51-200 employees

Review Source


Ease-of-use

5.0

Functionality

5.0

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.

June 2019

Mike from mHelpDesk

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4.0

Functionality

4.0

June 2019

Has its moments

Pros

It is pretty straight forward and easy for new users to use.

Cons

The requirements to operate the dialer in certain web browsers and settings that need to be made in order for things to work can prove difficult and cause errors from time to time.

October 2016

DAVID from LABOR FIRST

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

October 2016

CHIEF OPERATING OFFICER

Great on site implementation team. Totally customization IVR solution, call recording, etc. Excellent customer service. A real partner.

Pros

ONSITE IMPLEMENTATION

Cons

COST

December 2017

Ashley from Labor First, LLC

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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.

November 2016

Lisa from Berry Bros & Rudd Ltd

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

November 2016

'Great product, great support'

Real time visibility, great for statistical reporting. The support from Kyle Hughes has been outstanding!

August 2016

Andy from Intrepid Group

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

August 2016

Great support, great product.

Design, build and rollout was excellent. Worth putting the time in to really get to know the software and its capabilities with our PS James during the design phase. NVM really are an excellent company to deal with which makes the whole experience of setting up much less stressful. Friendly, punctual, efficient and professional. Doesn't stop at go live either; their continued support has been excellent.

Pros

Skill management - it's what we've based our whole system around and a great functionality for call distribution. Sure there's much more to come too once we integrate with SalesForce further along the line.

Cons

Call lag is the main issue and can become quite frustrating for our team and our customers. Also the in ability to see on screen when a call is being transferred who is transferring it to you.

December 2015

Sarah from SureFlap Ltd.

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

December 2015

Customer Service Like Magic

We implemented ContactWorld in 2013 after bringing our multi-lingual customer service in-house from an outsourced contact centres. We had a complicated setup with multi-lingual agents, and MANY different phone numbers to integrate. The setup took very little time, and was wonderfully easy - once the system was set up our contact centre now works like magic. Routing the calls to the agent the customer last spoke to - auto populating their name so we know exactly who we're speaking to. And all without the customers knowing the system is there. We have an IVR, without needing customers to press buttons it's excellent! The only con we found was transferring our current numbers only, if we'd known the issues -we would have just arranged all new telephone numbers. We can also add new agents, new numbers in minutes. The support & team at NVM are wonderful to deal with, always available, helpful and solve problems right away for us. I wouldn't hesitate to recommend this system, which has been integral in our amazing customer service success story - helping us achieve a 95%+ NPS score rating in over 7 countries for 3 years straight.

February 2017

Annette from Hearing Your Way

Company Size: 1 employee


Ease-of-use

5.0

Value for money

5.0

Functionality

5.0

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.

January 2017

Kelly from Servest

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

4.0

Functionality

3.0

January 2017

Over promised, under delivered and now recovered into something brilliant!

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.

December 2017

Pallavi from Move Inc

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

December 2017