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Spotzer Circles in on NewVoiceMedia's ContactWorld

October 31, 2017
By Paula Bernier - Executive Editor, TMC

Digital marketing solution company Spotzer has called on NewVoiceMedia (News - Alert) for a new contact center solution.

The company is using NewVoiceMedia’s cloud-based ContactWorld for Service offering. It selected this service to allow for better productivity, to gain insight on outbound calls by using analytics, and to deliver top-notch customer experience. This contact center solution is integrated with Spotzer’s CRM platform so the company can track and measure all customer interactions and service levels.

ContactWorld is a multitenant global cloud contact center and inside sales platform. It delivers personalized service to every inquiry, providing more satisfaction, better engagement, and a faster resolution for customers.

More than 650 customers use this NewVoiceMedia solution. Those customers include the Canadian Cancer Society, JustGiving, Lumesse, and MobileIron.

NewVoiceMedia recently appointed Dennis Fois as its new president and chief operating officer to strengthen its presence in the U.S. He is based out of San Francisco. Fois has more than 25 years experience in international leadership strategy, sales, marketing, and business development. He previously served as CEO of customer engagement software provider Rant & Rave, and as vice president of EMEA at E-Gain.

In other recent news from NewVoiceMedia, the company earlier this year raised $30 million in a Series F round and it came out with its Spring ’17 release.

This latest refresh of ContactWorld provides businesses with enhanced APIs and the ability to send SMS messages. ContactWorld also now does dynamic call routing, offers a broader toolkit for sales and service teams, and allows self-service IVRs to update existing Salesforce data.

The Insights APIs provide businesses with greater access to contact center data and statistics through tighter integrations with other tools. That includes off-platform tools like workforce management ones that do staffing and related forecasting and optimization.

NewVoiceMedia’s new SMS capability allows short messages to be sent on an automated basis when pre-determined events occur or delivers them as part of an organization’s call plan. That can be helpful in providing end users with confirmation about their self-service actions or to confirm that existing plans will be carried through as expected. SMS is also a means to update end users that there’s been a change of plan.

Dynamic Overflow Routing automatically sends calls to centers with available capacity to guarantee the shortest possible wait time.

The sales and service team toolkit now puts such workers in the most appropriate state based on their recent activity and makes sure agents and reps save their notes after a call.

And the ability for NewVoiceMedia’s self-service IVRs to update existing Salesforce data allows callers to update their delivery time, for example, without speaking to an agent.

Edited by Mandi Nowitz