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NewVoiceMedia

NewVoiceMedia Verified Reviews & Ratings

NewVoiceMedia is a leading and award-winning Cloud Contact Center solution based in the UK. Ranking as a leader on...
2000
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100%
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22
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“I’m always having to wait on…

“I’m always having to wait on NewVoiceMedia” Pros: I like the face that NewVoiceMedia runs in the background and I don’t have to think about it most of the time. Call transfers are top notch with the software. It is easy to change the number I’m ringing and the interface is simply enough. Cons: I spend most of my day waiting on NewVoiceMedia to catch up with Salesforce. Salesforce might take 4 seconds to load a record. NewVoiceMedia will often take another 10 seconds on top of that before I can dial the number. I dislike the fact that the NewVoiceMedia window insists on popping up when I’m making a call. That is not helpful. There should be a way to keep it minimized indefinitely. Via Capterra with permission from NewVoiceMedia

“I’m always having to wait on NewVoiceMedia”

Pros: I like the face that NewVoiceMedia runs in the background and I don’t have to think about it most of the time. Call transfers are top notch with the software. It is easy to change the number I’m ringing and the interface is simply enough.

Cons: I spend most of my day waiting on NewVoiceMedia to catch up with Salesforce. Salesforce might take 4 seconds to load a record. NewVoiceMedia will often take another 10 seconds on top of that before I can dial the number. I dislike the fact that the NewVoiceMedia window insists on popping up when I’m making a call. That is not helpful. There should be a way to keep it minimized indefinitely.

Via Capterra with permission from NewVoiceMedia

Would Recommend: Yes

Pros: It is pretty straight forward and…

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. Via Capterra with permission from NewVoiceMedia

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.

Via Capterra with permission from NewVoiceMedia

Would Recommend: Yes

Pros: When they work the features of…

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. Via Capterra with permission from NewVoiceMedia

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.

Via Capterra with permission from NewVoiceMedia

Would Recommend: Yes

“Seamless communication…

“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. Via Capterra with permission from NewVoiceMedia

“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.

Via Capterra with permission from NewVoiceMedia

Would Recommend: Yes

Pros: The Contactworld software,…

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. Via Capterra with permission from NewVoiceMedia 

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.

Via Capterra with permission from NewVoiceMedia 

Would Recommend: Yes

“Very much useful tool for Customer…

“Very much useful tool for Customer Support” 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. Via Capterra with permission from NewVoiceMedia

“Very much useful tool for Customer Support”

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.

Via Capterra with permission from NewVoiceMedia

Would Recommend: Yes

Overall: Super effeicient in daily…

Overall: Super effeicient in daily life! Via Capterra with permission from NewVoiceMedia

Overall: Super effeicient in daily life!

Via Capterra with permission from NewVoiceMedia

Pros: Newvoice media has allowed us to regulate our call center. It has allowed us to offer top notch service.
Cons: None.
Would Recommend: Yes

“Easy to use and informative…

“Easy to use and informative ” Overall: 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. Via Capterra with permission from NewVoiceMedia

“Easy to use and informative ”

Overall: 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.

Via Capterra with permission from NewVoiceMedia

Would Recommend: Yes

“Easy to use system, has worked well…

“Easy to use system, has worked well since day 1” 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. Via Capterra with permission from NewVoiceMedia

“Easy to use system, has worked well since day 1”

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.

Via Capterra with permission from NewVoiceMedia

Would Recommend: Yes

“Really helpful trainer, explained…

“Really helpful trainer, explained any and all queries clearly. A huge improvement on current system” 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 Via Capterra with permission from NewVoiceMedia

“Really helpful trainer, explained any and all queries clearly. A huge improvement on current system”

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

Via Capterra with permission from NewVoiceMedia

Would Recommend: Yes

“Good usability and…

“Good usability and navigation” Overall: 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 Via Capterra with permission from NewVoiceMedia

“Good usability and navigation”

Overall: 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

Via Capterra with permission from NewVoiceMedia

Would Recommend: Yes

“So far so good, we were able to hit…

“So far so good, we were able to hit all requirements first go. The software is easy to use ” Overall: 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. Via Capterra with permission from NewVoiceMedia

“So far so good, we were able to hit all requirements first go. The software is easy to use ”

Overall: 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.

Via Capterra with permission from NewVoiceMedia

Would Recommend: Yes

“Excellent service”Overall: We…

“Excellent service” Overall: 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. Via Capterra with permission from NewVoiceMedia

“Excellent service”

Overall: 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.

Via Capterra with permission from NewVoiceMedia

Would Recommend: Yes

Overall: I like the ease and simplicity…

Overall: 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. Via Capterra with permission from NewVoiceMedia

Overall: 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.

Via Capterra with permission from NewVoiceMedia

Would Recommend: Yes

We already had NVM at one of our global…

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. Via Capterra with permission from NewVoiceMedia

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.

Via Capterra with permission from NewVoiceMedia

Pros: Fast implementation Great Support Great training and a wealth of documentation online Customizable Easy to use and administer Constantly being develop.
Cons: Not seen any yet, though it may appear a bit dated visually.
Would Recommend: Yes
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Provider Overview

NewVoiceMedia is a leading and award-winning Cloud Contact Center solution based in the UK. Ranking as a leader on Gartner’s European Contact Center Magic Quadrant, NewVoiceMedia places a strong focus on deep Salesforce integration. NewVoiceMedia’s platform seamlessly integrates multiple communication channels with Salesforce CTI in order to enable agents and organizations to provide the best customer experience possible.

With a complete Omnichannel solution and mid-market to Enterprise focus, NewVoiceMedia is a popular choice for organizations globally. As of September 2018, NewVoiceMedia joined the Vonage family and is now the Contact Center part of the One Vonage platform.

NewVoiceMedia’s platform can be utilized for both inbound and outbound communications, enabling organizations to provide support or services to clients, or directly pitch outbound sales.

Features Included

  • Advanced IVR
  • ACD and Call Routing
    Skills Based Routing
  • RealTime Dashboards
  • Supervisor Monitoring
  • Dynamic Routing
  • Post-Call Surveys
  • SLA-based Routing
  • Omnichannel Support
  • Click-to-Dial
  • Dial From Salesforce
  • Automatic Dialer
  • Preview Dialer
  • Prioritize and order calls with custom criteria
  • Track all activity and reporting with Salesforce integration
  • Automatic Screen-pop
  • Intelligent Dial Lists
  • Custom Dial lists from Reports
  • Local Number Dialing
  • Automatic Call Recordings
  • Automatic Call Logging
  • Global Voice Assurance Routing (Local Telephony Routing)
  • Workforce Optimization Forecasting, Scheduling and Real-Time Adherence
  • Gamification
  • Conversation Analyzer
  • Automatic Call Content Analysis
  • PCI DSS Compliance
  • GDPR Compliance

Salesforce Integration Features

  • Digital and voice customer interactions
  • Ensures a consistent conversation/experience across all channels by utilizing same interface/data
  • Consistent engagement histories for every contact
  • Seamlessly integrate every single channel with Salesforce CRM data (Omnichannel)
  • Up-to-date Salesforce engagement histories
  • Set and Manage KPIs
  • EinsnteinAI analytics
  • Monitor in Real-Time
  • Dynamic Routing and Rule Management
  • Rank contacts based on context
  • Salesforce Automations

Plans Available

Express

  • Salesforce Integration
  • IVR, ACD, call Routing
  • Click-to-Dial
  • Screen-pops
  • Call Recordings
  • Global Voice Assurance
  • Supervisor Portal
  • Realtime Dashboards
  • Skills-based Routing

Essentials

Everything included in Express, plus

  • Flexible Outbound CLID
  • Supervisor Monitoring

Select – Most Popular

Everything included in Essentials, plus

  • Dynamic Routing
  • Dialers
  • Statistics API
  • Post-Call Surveys

Premium

Everything included in Select, plus

  • SLA-based Routing
  • Omni-channel

Most Popular Plan

Select

Editor’s Bottom Line

NewVoiceMedia understands that the modern Contact Center absolutely must place a massive focus on the customer experience. As a leading Contact Center solution, their platform is designed around the concept of simplicity.

By enabling agents and administrators to simply and easily access the information and tools they need, they can spend less time fumbling between apps and more time dedicated to serving the client or customer they are working with. This level of simplicity is achieved through an overall design philosophy, with a focus being placed on that overall positive user experience.

As part of providing a simple yet powerful user experience, NewVoiceMedia has placed a very strong focus on a deep integration with Salesforce. As Salesforce is the leading and most commonly used CRM solution, NewVoiceMedia is dedicated to providing an equally powerful and capable Contact Center Solution. In fact, NewVoiceMedia seamlessly integrated every single communication channel from your contact center with the relevant Salesforce functionality.

NewVoiceMedia’s solution has both digital and voice customer interaction integration, and enables agents to provide a consistent experience across all channels by utilizing a consistent platform, interface and data. Agents even have access to the powerful Salesforce Einstein AI, and other automation tools found within the Salesforce application.

With this deep CRM integration, along with other powerful Contact Center functionalities, NewVoiceMedia’s platform can actually be utilized for organizations that are looking to support an existing client, work with new clients, or even proactively seek out new clients with outbound calls.

Organizations can provide a complete omnichannel experience, and route their calls through multiple channels including voice, sms, chat, video and more. Most recently, NewVoiceMedia has joined the award-winning Vonage family, enabling both vendors to join forces and provide an even more powerful solution, combining both Vonage’s Business Communication solutions with NewVoiceMedia’s Contact Center platform.

NewVoiceMedia has even been chosen as a Leader within Gartner’s 2018 Contact Center Magic Quadrant within the European market. Serving more than 700 mid-market and Enterprise customers, NewVoiceMedia supports some really familiar names, including Adobe, Siemens, Time Inc, and the Canadian Cancer Society.

Overall, NewVoiceMedia provides a truly empowering Contact Center platform all around the world. By combining forces with Vonage, organizations can now dip further into a seamlessly integrated platform with truly powerful solutions and applications.

Screenshots
  • Click-to-dial from within Salesforce
    Click-to-dial from within Salesforce
  • Dynamic routing for a VIP customer
    Dynamic routing for a VIP customer
  • Auto logging and easy access to call recordings
    Auto logging and easy access to call recordings
  • Omni-Channel blending of voice with Salesforce digital channels
    Omni-Channel blending of voice with Salesforce digital channels
  • Automatic transcribing calls using conversation analyzer
    Automatic transcribing calls using conversation analyzer
  • Einstein AI analytic across contact center voice and CRM data
    Einstein AI analytic across contact center voice and CRM data

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