NewVoiceMedia, a provider of cloud contact center and inside sales technology, is partnering with Verint Systems, a provider of customer engagement optimization solutions. As a new reseller, NewVoiceMedia will sell and support Verint Workforce Management, helping customers to gain visibility into staffing, processes, and workflows.
Verint Workforce Management integrates seamlessly with NewVoiceMedia's ContactWorld platform, giving managers a single solution to plan, forecast, and schedule employees to match the workload across their omnichannel customer-serving departments. The combined solution supports globally distributed customer-serving departments from the cloud.
"We're extremely pleased to announce our partnership with Verint, which will provide the choice of premium pre-integrated partners, together with the ease of use, efficiency, and reliability our customers expect," said Jonathan Gale, CEO of NewVoiceMedia, in a statement. "This partnership comes at an important time as we accelerate our business internationally and is an excellent validation of our API strategy. With platform architecture that allows customers to integrate their communications channels with other systems, such as WFM, we are enabling businesses to get the most value out of their data while, crucially, improving decision making and processes to deliver more successful conversations, globally."
ContactWorld is a multitenant intelligent communications platform that offers omnichannel contact routing, self-service IVR, automated outbound dialling, screen pops, and instantaneous CRM updates.