NewVoiceMedia is a cloud contact center and inside sales software specifically catered for Salesforce, one of the top CRM software solutions in the market. The system is meant to help several business teams to address customer issues and deliver personalized experiences simultaneously. Core features include workforce optimization, salesforce digital channels and performance management.
The target users of NewVoiceMedia range from small to large-scale enterprises. Through the solution, users are equipped to build more personal relationships with each customer and prospect they come across. Its supported operating systems include Mac OS and Windows 8.
NewVoiceMedia Features
NewVoiceMedia software solution provides users with a multitude of key contact center capabilities such as IVR, dialer, omnichannel, workforce management and conversation analyzer. All these features are designed to improve customer satisfaction, drive an increase in sales and train better sellers. NewVoiceMedia software aims to optimize efficiency and ensure better conversations with your audience.
When it comes to call centers, communication is the key feature. This means having the ability to manage multiple channels all at once while maintaining the standard of good customer service. In order to do that, enterprises and companies are expected to respond to several dynamic factors. These include customer queries, prospect engagements and lead conversions. The reason why most users adapt software systems in the first place is to better handle the aforementioned factors.
Activity Dashboard
The first thing users are bound to notice is the activity dashboard. This is where you get to see all the details related to inbound and outbound calls. Managing several calls through an omnichannel is challenging. But with an easy-to-understand activity dashboard, you don’t have to worry about it anymore. This feature provides you with a summary of all processes in the system. Examples of these include the total inbound calls per representative, calls by queue, call types by handle time and transfers by case type.
Automatic Dialing within Salesforce
Another notable feature in NewVoiceMedia software is automatic dialing inside Salesforce. As Salesforce is a customer relationship management system, it has several lists and campaigns for its customers. Paired with this feature, users can connect with prospects with more ease. Uploading lists is unnecessary as the two systems are already integrated with each other. This auto-dial functionality increases productivity for outbound teams while also automatically updating real-time information.
Call Distribution
Call distribution allows organizations to route customers to the right agent. First off, you set parameters in this feature to ensure calls are distributed evenly and correctly to the most suitable agents. Instead of depending on availability, this feature improves the agent and customer experience by focusing on compatibility. Additionally, NewVoiceMedia routes calls based on the customer’s phone number, which is already connected to the existing customer database. This means the callers are routed and directed to a qualified agent based on the information found in the system. If a qualified agent is not available, then the caller is given three options: to choose another agent, wait on hold or leave behind a message.
Agent Performance
Monitoring the performance of your agents is a critical factor. NewVoiceMedia software offers users real-time monitoring and historical reports to track the performance of your team. With this, you can view your top performing agents and create targeted prospect lists to match the two together. You want your promising leads to be handled by the best in your team, which is what the agent performance feature seeks to improve.
NewVoiceMedia Benefits
More prospects
Sales teams are expected to bring in promising prospects and top leads for your organization to contact and convert into sales. With NewVoiceMedia, dialing and engaging with contacts is a top priority. The more people you reach, the more sales opportunities you have and the more revenue you generate. Implementing NewVoiceMedia software provides you with the right tools and functionalities to quickly and effectively gain more prospects. With automated dialing and call distribution, you don’t have to manually dial contacts just to talk to potential leads. If you can’t reach customers or if they’re away from their numbers, then you can simply drop a pre-recorded message in their voicemail.
Improved lead conversion
Salesforce has an extensive customer database that proves useful in providing information regarding a prospect. The more you know about a prospect, the more you can convert them into a successful lead. Through its integration with Salesforce, NewVoiceMedia software solutions allow your agents to preview all important information regarding contacts. This includes their company, job title, location and recent purchases.
Optimized CRM
CRM is crucial in recording and tracking vital information regarding an agent’s call logs. Since the system is integrated with Salesforce, all call activity is automatically sent and updated to the CRM. What this does is it backs up all relevant data by sending it to a safe, centralized location. Additionally, this feature makes it easier to backtrack and review your strategies when engaging a prospect.
Increased teamwork
Lastly but most importantly, through the help of NewVoiceMedia software solution, overall team performance is boosted. Additional features such as KPI lets you know each agent’s performance in the workforce. This is based on several metrics such as the number of calls they’ve made, average call duration, the meetings they’ve booked and the sales opportunities they’ve created. You can offer incentives and benefits to your top performing agents, creating a highly-motivated but well-compensated environment for them to work in.
NewVoiceMedia Pricing
Like most software providers, NewVoiceMedia is reasonably priced and comes in four subscription plans: express, essentials, select and premium. However, it’s pricing usually starts at $19 with the more advanced options reaching up to $40 to $100 per month. The more expensive ones offer features with a multitude of capabilities and functionalities. The price is dependent on the business size, type of industry and which applications are supported.
Conclusion
Overall, NewVoiceMedia software solution is one of the top leading providers for contact center management. Through its unique and advanced features, you can expect better results in terms of prospects, lead conversion and team performance. It works as a contact center and inside sales software for Salesforce. If you already have Salesforce integrated into your business and are looking for a good call center software, then NewVoiceMedia is one option you should consider.
