NewVoiceMedia, a provider of inside sales and contact center technology, launched its Winter '17 release today, revealing a number of new features to offer sales and service teams improved performance, efficiency, user experience, and infrastructure.
Winter '17 offers full visibility into active users on an account and the ability to change queue announcements and music, as well as simplified call plans.
For those running outbound sales teams, the recent enhancements to Connect, NewVoiceMedia's automated dialling solution, now include marketing automation support for calling leads that have been automatically marketing-qualified.
NewVoiceMedia has also improved inbound call routing to ensure even distribution between all reps, and auto call recording that's easier to configure, offering number or area code called.
NewVoiceMedia also introduced time zone support for Connect to ensure that only contacts within the time zones set-up are presented to agents.
The new release also offers streamlined processes and an improved agent interface. ContactPad now integrates with Salesforce.com's Lightning Edition User Interface.
NewVoiceMedia has also improved the user experience with Dynamic Overflow Routing, allowing better management of peak periods and agent shift changes in individual regions as calls are automatically routed to selected areas of the business with capacity.
The company has also introduced Self-Service payments for taking credit card payments without the need for agent to handle the calls.
This release sees a new API Gateway to simplify the integration into off-platform tools like workforce management (WFM).
"Innovation and speed-to-market of new features is essential for fast growing companies, and we are committed to investing in the development of our inside sales and contact center technology to continue offering customers the best possible solutions within a single Salesforce desktop," said Jonathan Gale, CEO of NewVoiceMedia, in a statement. "The product enhancements introduced in our Winter release will further strengthen our integration with Salesforce, improve the user experience for our customers, and help them turn insights into action, to ensure every conversation is unique and personalized."