NewVoiceMedia

NewVoiceMedia

Cloud Contact Center & Inside Sales Software for Salesforce

4.4/5 (58 reviews)

NewVoiceMedia Overview

NewVoiceMedia is the leading provider of cloud contact center and inside sales software for Salesforce. It enables sales and service agents to place and receive phone calls from within the Salesforce or Desk.com UI. NewVoiceMedia is a global, cloud communications platform. NewVoiceMedia provides a guarantee of 99.999% platform availability.

NewVoiceMedia for Sales integrates with Salesforce Sales Cloud® to increase the efficiency of inside sales teams. By integrating telephony with Salesforce you ensure that all calls are logged, recorded and easily tracked through integrated reporting and interactive dashboards. Click-to-dial, automated dialing and local caller ID increase the call connect rate. Inbound calls can easily be routed to the right sales rep for immediate follow up.

NewVoiceMedia for Service integrates with Salesforce Service Cloud® to help your agents answer service and support calls. Phone calls as well as emails, and social media posts can be prioritized and routed to the most qualified agent along with the caller information and case history. Interactive Voice Response can be used to offer self service options and offer calls the option of being connected to an agent.

Pricing

Starting from
N/A
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Australia, Canada, Europe, Germany, United Kingdom, United States

Supported Languages

English, French

NewVoiceMedia Reviews

Overall rating
4.4/5
83% positive reviews
35
Excellent
13
Very good
8
Average
1
Poor
1
Terrible
Sarah R.

Level of support & relationship with NVM developed hugely - great centralisation support

Used Daily for 2+ years
Reviewed on 2017/12/20
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Greg B.

Implemented as CTI for former company

Used Daily for 1+ year
Reviewed on 2018/12/04
Review Source: SoftwareAdvice

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

4.0/10
Jason L.

Expansion of current NVM to a new site

Used Daily for 1+ year
Reviewed on 2017/01/27
Review Source: GetApp

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Adonis S.

Seamless communication integration!

Used Daily for 1+ year
Reviewed on 2018/02/19
Review Source: SoftwareAdvice

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.

Rating breakdown

Ease of Use

Likelihood to recommend

8.0/10
Mike I.

Has its moments

Used Daily for 2+ years
Reviewed on 2019/06/06
Review Source: Capterra

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.

Rating breakdown

Ease of Use

Likelihood to recommend

7.0/10

NewVoiceMedia Pricing

Starting from
N/A
Pricing options
Free Trial
Subscription
Value for money

NewVoiceMedia offers solutions for small and medium size businesses as well as large enterprises. For more information about packaging please see our website at https://www.newvoicemedia.com/packages

NewVoiceMedia Features

  • API
  • Activity Dashboard
  • Activity Tracking
  • Monitoring
  • Real Time Data

  • Automatic Notifications
  • CRM Integration
  • Collaboration Tools
  • Contact Database
  • Contact Management
  • Customizable Templates
  • Data Import/Export
  • Email Integration
  • Lead Management
  • Reporting & Statistics
  • Sales Analytics
  • Sales Reporting
  • Sales Tracking
  • Search Functionality
  • Third Party Integration

Additional information for NewVoiceMedia

Key features of NewVoiceMedia

  • Allow customers to leave a message
  • Automatic dialing of dynamic lists from inside Salesforce,
  • Distribute incoming calls to agents
  • Enables card payments over the phone to be "agentless"
  • Measure and monitor agent performance
  • Monitor and measure agent and call center performance
  • Motivate agents and increase performance
  • Place and receive calls from within Salesforce or Desk.com
  • Provide scripts to agents for call handling
  • Record calls for quality management
  • Route calls to the best agent
  • Support for Salesforce Omni-Channel
  • Support for Salesforce1 mobile app and Apple watch
  • Transfer calls, put customers on hold and conferece

Benefits

NewVoiceMedia provides the deepest integration with Salesforce enabling agents to work directly in the Salesforce UI. Customer data stored in Salesforce can be used to personalize intentions and route inquiries to the best agent. The dialers can use customer lists stored in Salesforce with no uploading or synching. We have been reviewed and approved for the Salesforce AppExchange and have the most positive reviews (over 466 with an average 5.0 rating).

NewVoiceMedia for Sales makes insides sales teams more productive with better leads and a faster close . NewVoiceMedia for Service helps service and support teams resolve issues more quickly, improve agent productivity and improve customer satisfaction.

GetApp Analysis

Thousands of businesses worldwide are already using Salesforce to connect with customers across sales, customer service, marketing, and analytics. NewVoiceMedia takes that relationship one step further, integrating with Salesforce to increase efficiency for inside sales teams and route incoming leads to the best agents in real-time.

A true-cloud contact center platform, NewVoiceMedia is the leading telephony solution for businesses that use Salesforce and Desk.com. NewVoiceMedia is the only call center and inside sales application on the market that is exclusively focused on being integrated with Salesforce, helping agents answer service and support calls, as well as emails and social media posts. NewVoiceMedia is used by businesses of all sizes, however it is particularly popular among small and mid-size organizations.

ContactWorld

What is NewVoiceMedia?

NewVoiceMedia is the most deeply integrated and widely adopted call center solution for businesses that use Salesforce. The cloud-based solution includes features like integrated click-to-dial, dynamic call routing, screen pops with caller information, real-time lead monitoring, and call scripts, all of which are provided through Salesforce Service Cloud. NewVoiceMedia’s dialer uses customer data directly from Salesforce, which means users don’t have to worry about uploading new lists or manually updating contact information for their leads into two separate applications.

Using an integrated call center solution streamlines the customer communication workflow and prevents agents from having to swivel between multiple applications during the course of the average workday. Working directly in the Salesforce UI increases efficiency and improves customer satisfaction rates, as agents are able to resolve issues more quickly and route inquiries to the agents and engineers most qualified to handle specific leads and queries.

Activity History

NewVoiceMedia Main Features

Automatic Dialing Inside Salesforce

NewVoiceMedia’s automated dialer helps increase productivity for outbound teams. The auto-dial functionality is based on Salesforce lists and campaigns, allowing users to prioritize calls with any combination or criteria. NewVoiceMedia uses customer data from Salesforce, which means there’s no uploading of lists. Dynamic dial lists also update automatically with new contact information based on the real-time data being funneled into Salesforce.

As a manager, you can choose between Preview mode and Progressive mode, depending on how your team works most efficiently. When you set up Preview mode, your agents are able to connect each call, or skip/flag calls not made, just by clicking a “Dial” button. In Progressive mode, no clicks are necessary. New calls are placed automatically as soon as previous calls have ended. All call activity and recordings are then logged for future reference.

Call Detail

Distributing Calls to Agents

Dynamic call routing and prioritization decisions can be made with NewVoiceMedia based on information that has already been input into Salesforce. This creates an improved experience for both customers and agents, and sets a high standard for customer-driven contact.

Calls can be distributed to agents based on whatever parameters you select. For example, case-based routing routes existing customers to the support agents or engineers they’ve interacted with previously, rather than assigning their calls whichever agents are available. Callers are asked to enter their case numbers, and NewVoiceMedia uses this information to put the customer through to the agent handling his or her case. If the agent is unavailable, the customer is provided with the option to choose another agent, wait on hold, or leave a message.

Screenpop Based on ID Match

Placing & Receiving Calls Within Salesforce

NewVoiceMedia has found a way to save agents time by allowing them to place and receive phone calls from within Salesforce. This leads to better targeting, faster campaign ROI, and faster lead follow up.

When your team uses NewVoiceMedia to place calls in Salesforce, a local caller ID shows up to your leads, which means more of your company’s calls get answered. Deep integration also means that automated screens pop up with customer data history immediately when new conversations begin. Call scripts are provided through Salesforce Service Cloud, as well. NewVoiceMedia records all calls, making it possible for you to listen and coach your agents on how to improve their sales tactics.

Call Recording & Quality Monitoring

Measuring & Monitoring Agent Performance

Real-time monitoring and historical reports are all provided for users within the Salesforce interface. This means that organizations that use NewVoiceMedia for telephony don’t have to bother opening a separate application to access the type of important data that could be useful in improving ROI or finding holes in the sales funnel.

In addition to tracking the performance of your team, you can also use NewVoiceMedia to easily log and track the performance of individual agents and engineers. Based on the data you uncover with NewVoiceMedia, you can then create targeted prospect lists and route VIP leads to your top performing agents.

Dashboards

NewVoiceMedia Integrations

NewVoiceMedia is focused on being integrated with Salesforce, as well as Desk.com. It also offers a full integration with the Salesforce1 Mobile App. This integration with the Salesforce1 Mobile App enables sales and service agents to engage with customers while on the go. The company has even integrated its call center software with the Apple Watch using the Salesforce Wear Developer Pack.

NewVoiceMedia Pricing

NewVoiceMedia Bottom Line

  • Most deeply integrated and widely adopted call center solution for Salesforce
  • Automatic dialing of dynamic lists inside Salesforce
  • Streamlines the call process and enables agents to make more meaningful connections
  • All customer information in Salesforce can be used for routing decisions
  • Generates targeted hold messages featuring the latest deals based on individual customer histories

NewVoiceMedia FAQs

Below are some frequently asked questions for NewVoiceMedia.

Q. What type of pricing plans does NewVoiceMedia offer?

NewVoiceMedia offers the following pricing plans:

Pricing model: Subscription

Free Trial: Not Available

NewVoiceMedia offers solutions for small and medium size businesses as well as large enterprises. For more information about packaging please see our website at https://www.newvoicemedia.com/packages

Q. What are the main features of NewVoiceMedia?

NewVoiceMedia offers the following features:

  • Allow customers to leave a message
  • Automatic dialing of dynamic lists from inside Salesforce,
  • Distribute incoming calls to agents
  • Enables card payments over the phone to be "agentless"
  • Measure and monitor agent performance
  • Monitor and measure agent and call center performance
  • Motivate agents and increase performance
  • Place and receive calls from within Salesforce or Desk.com
  • Provide scripts to agents for call handling
  • Record calls for quality management
  • Route calls to the best agent
  • Support for Salesforce Omni-Channel
  • Support for Salesforce1 mobile app and Apple watch
  • Transfer calls, put customers on hold and conferece

Q. Who are the typical users of NewVoiceMedia?

NewVoiceMedia has the following typical customers:

Large Enterprises, Mid Size Business, Non Profit, Small Business

Q. What languages does NewVoiceMedia support?

NewVoiceMedia supports the following languages:

English, French

Q. What type of pricing plans does NewVoiceMedia offer?

NewVoiceMedia has the following pricing plans:

Subscription

Q. Does NewVoiceMedia support mobile devices?

We do not have any information about what devices NewVoiceMedia supports

Q. What other apps does NewVoiceMedia integrate with?

NewVoiceMedia integrates with the following applications:

ExecVision, Gong.io, People.ai, Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Service Cloud

Q. What level of support does NewVoiceMedia offer?

NewVoiceMedia offers the following support options:

FAQs, Online Support, Phone Support, Video Tutorials