NewVoiceMedia

NewVoiceMedia

Call Center & Inside Sales for Salesforce

4.4/5 (57 opiniones)

Información general sobre NewVoiceMedia

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. ContactWorld, from NewVoiceMedia is a global, cloud communications platform. NewVoiceMedia provides a guarantee of 99.999% platform availability.

ContactWorld 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.

ContactWorld 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.

Precio

A partir de
N/A
Opciones de precios
Prueba gratis
Suscripción
Relación calidad-precio

Dispositivos

Tamaño de la empresa

P
M
G

Disponible en los países siguientes

Australia, Canadá, Europa, Alemania, Reino Unido, Estados Unidos

Idiomas admitidos

Inglés, Francés

Reseñas de NewVoiceMedia

Calificación general
4.4/5
84% reseñas positivas
35
Excelente
13
Muy bien
7
Media
1
Mediocre
1
Horrible
Sarah R.
Traducir con Google

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

Software usado A diario durante Más de dos años
Revisado el 20/12/2017
Fuente de la reseña: Capterra

Puntos a favor

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.

Puntos en contra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Greg B.
Traducir con Google

Implemented as CTI for former company

Software usado A diario durante Más de un año
Revisado el 4/12/2018
Fuente de la reseña: SoftwareAdvice

Puntos a favor

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.

Puntos en contra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación

4.0/10
Jason L.
Traducir con Google

Expansion of current NVM to a new site

Software usado A diario durante Más de un año
Revisado el 27/1/2017
Fuente de la reseña

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.

Puntos a favor

Fast implementation
Great Support
Great training and a wealth of documentation online
Customizable
Easy to use and administer
Constantly being developed.

Puntos en contra

Not seen any yet, though it may appear a bit dated visually.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación

10.0/10
Adonis S.
Traducir con Google

Seamless communication integration!

Software usado A diario durante Más de un año
Revisado el 19/2/2018
Fuente de la reseña: SoftwareAdvice

Puntos a favor

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.

Puntos en contra

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.

Desglose por calificación

Facilidad de uso

Probabilidad de recomendación

8.0/10
Mike I.
Traducir con Google

Has its moments

Software usado A diario durante Más de dos años
Revisado el 6/6/2019
Fuente de la reseña: Capterra

Puntos a favor

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

Puntos en contra

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.

Desglose por calificación

Facilidad de uso

Probabilidad de recomendación

7.0/10
Recomendación de usuario
8.3/10
Basado en 57 reseñas
Compara con las alternativas según las recomendaciones de los usuarios

Precios de NewVoiceMedia

A partir de
N/A
Opciones de precios
Prueba gratis
Suscripción
Relación calidad-precio

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/products/sales/packages and https://www.newvoicemedia.com/products/service/packages.

Relación calidad-precio
4.3/5
Basado en 57 reseñas
Compara las alternativas según la relación calidad-precio

Funciones de NewVoiceMedia

  • API
  • Datos en tiempo real
  • Panel de actividades
  • Seguimiento de actividades
  • Supervisión

  • Análisis de ventas
  • Base de datos de contactos
  • Captura de clientes potenciales
  • Creación de informes de ventas
  • Creación de informes y estadísticas
  • Funcionalidad de búsqueda
  • Gestión de clientes potenciales
  • Herramientas de colaboración
  • Importación y exportación de datos
  • Integración de CRM
  • Integración de correo electrónico
  • Integración de terceros
  • Modelos personalizables
  • Notificaciones automáticas
  • Seguimiento de ventas
Funciones
4.4/5
Basado en 57 reseñas
Compara con las alternativas según la valoración de características

Más información sobre NewVoiceMedia

Funciones principales de 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

Beneficios

ContactWorld 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 200 with a 4.9/5.0 rating).

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

Análisis de GetApp

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

¿Qué es 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

Características principales de NewVoiceMedia

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

Integraciones con NewVoiceMedia

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.

Precios de NewVoiceMedia

NewVoiceMedia - Resumen

  • 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

Preguntas frecuentes sobre NewVoiceMedia

He aquí algunas preguntas frecuentes sobre NewVoiceMedia.

P. ¿Qué tipo de planes de precios ofrece NewVoiceMedia?

NewVoiceMedia ofrece los siguientes planes de precios:

Modelo de precios: Suscripción

Prueba gratis: No disponible

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/products/sales/packages and https://www.newvoicemedia.com/products/service/packages.

P. ¿Cuáles son las características principales de NewVoiceMedia?

NewVoiceMedia ofrece las siguientes características:

  • 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

P. ¿Quiénes son los usuarios habituales de NewVoiceMedia?

Los clientes habituales de NewVoiceMedia son:

Empresas Grandes, Empresas medianas, Non Profit, Empresas pequeñas

P. ¿Qué idiomas admite NewVoiceMedia?

NewVoiceMedia admite los siguientes idiomas:

Inglés, Francés

P. ¿Qué tipo de planes de precios ofrece NewVoiceMedia?

NewVoiceMedia cuenta con los siguientes planes de precios:

Suscripción

P. ¿NewVoiceMedia es compatible con dispositivos móviles?

No tenemos información sobre los dispositivos compatibles con NewVoiceMedia

P. ¿Con qué otras aplicaciones se integra NewVoiceMedia?

NewVoiceMedia se integra con las siguientes aplicaciones:

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

P. ¿Qué tipo de asistencia ofrece NewVoiceMedia?

NewVoiceMedia ofrece las siguientes opciones de asistencia:

Preguntas frecuentes, Asistencia en línea, Asistencia telefónica, Tutoriales en vídeo