Who Uses This Software?

Our customers include small businesses through to large corporations with multi-site, contact centers with thousands of agents. Our product was designed for Salesforce.com Service & Sales Clouds.

Average Ratings

59 reviews
  • Overall 4.4 / 5
  • Ease of Use 4.4 / 5
  • Customer Service 4.5 / 5
  • Features 4.4 / 5
  • Value for Money 4.3 / 5

Product Details

  • Free Version No
  • Free Trial No
  • Deployment Cloud, SaaS, Web
  • Training In Person
    Live Online
    Webinars
    Documentation
  • Support 24/7 (Live Rep)

Vendor Details

  • NewVoiceMedia
  • http://www.newvoicemedia.com
  • Founded 1992

About NewVoiceMedia

NewVoiceMedia is the leading provider of cloud contact center software for Salesforce, giving sales & service organizations the ability to instantly connect their agents to prospects and customers over the phone, through email, and via social channels. NewVoiceMedia for Service is for Contact Centers using Service Cloud. NewVoiceMedia for Sales is for Inside Sales teams using Sales Cloud. NewVoiceMedia is a global cloud communications platform with guaranteed 99.999 percent platform availability

NewVoiceMedia Features

  • Blended Call Centre
  • Call Logging
  • Call Scripting
  • Call recording
  • Campaign Management
  • Escalation Management
  • Inbound Call Centre
  • Interactive Voice Response
  • Manual Dialer
  • Outbound Call Centre
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Data Collection
  • Predictive Analytics
  • Sentiment Analysis
  • Survey/Poll Management
  • Text Analysis
  • Alerts / Escalation
  • Appointment Management
  • Call Centre Management
  • Email Management
  • Knowledge Base
  • Live Chat
  • Performance Metrics
  • Queue Management
  • Self Service Portal
  • Social Media Integration
  • Surveys & Feedback
  • Virtual Assistant
  • Workflow Management
  • Call Centre
  • Call Logging
  • Call Recording
  • Call Routing
  • Multiple Scripts
  • Phone Key Input
  • Survey Management
  • Text to Speech
  • Voice Customisation
  • Voice Mail
  • Auto-Dialing
  • Call List Management
  • Call Recording
  • Campaign Management
  • Dashboard
  • Data Management
  • Lead Capture
  • Lead Distribution
  • Lead Scoring
  • Performance Management
  • Auto Dialer
  • Call Centre Management
  • Call Monitoring
  • Contact Management
  • IVR / Voice Recognition
  • Predictive Dialer
  • Reporting/Analytics
  • Telemarketing Management
  • VoIP

NewVoiceMedia Most Helpful Reviews

A great partner

Reviewed on 11/11/2019
Jesse J.
Support, Operations Manager
Computer Software, 51-200 Employees
Used the Software for: 1-5 months
Reviewer Source 
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: We were having multiple problems with our previous vendor. We made the decision to change to NVM and from the start this was an amazing tool for our agents.

Pros: The software is stable, easy to use and the support is amazing.

Cons: There are a few basic reports that they are lacking and they need a better Supervisor Dashboard

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

Reviewed on 20/12/2017
Sarah R.
Head of Customer Service
Used the Software for: 2+ years
Reviewer Source 
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

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.

Implemented as CTI for former company

Reviewed on 04/12/2018
Greg B.
Salesforce Product Owner
Electrical/Electronic Manufacturing, 5,001-10,000 Employees
Used the Software for: 1+ year
Reviewer Source 
Source: SoftwareAdvice
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

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.

Expansion of current NVM to a new site

Reviewed on 27/01/2017
Jason L.
Used the Software for: 1+ year
Reviewer Source 
Source: GetApp
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: 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.

Seamless communication integration!

Reviewed on 19/02/2018
Adonis S.
Presales Engineer
Entertainment, 51-200 Employees
Used the Software for: 1+ year
Reviewer Source 
Source: SoftwareAdvice
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Customer Support
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

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.

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