NewVoiceMedia, a provider of cloud contact center and inside sales technology, today introduced its Spring '17 release, with major enhancements to its intelligent communications platform for optimizing contact center management and operations.
At the forefront of the service NewVoiceMedia provides is ContactWorld, which now offers more sophisticated tools and improved global capabilities, including significant enhancements to its Insights APIs. With these new APIs, businesses now have greater access to contact center data and statistics. This includes the ability to integrate off-platform workforce management (WFM) tools with ContactWorld.
With this latest release, NewVoiceMedia has also enabled service centers to send proactive SMS messages, triggered by pre-determined events or as part of their call plans. An airline, for example, can now send a passenger an SMS message to inform him that his luggage is delayed. The feature can also be used for confirmation of self-service actions.
Spring '17 also gives users more control than ever. ContactWorld has extended the capability of its self-service IVRs, allowing users to update existing Salesforce.com data. Now callers can enquire about their most recent cases and make updates, such as changing delivery slots, without speaking to an agent.
NewVoiceMedia also simplified and enhanced the way in which calls are routed with Dynamic Overflow Routing. This allows proactive management of peak periods and agent shift changes in individual regions; calls can be programmed to automatically route to selected areas of the business with available capacity.
NewVoiceMedia also improved the reporting of agent statistics with a new feature that intelligently puts agents into the most appropriate states based on their recent activity. This is further boosted by a new option that makes it compulsory for agents to save notes after every call.
"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 on the market," said Jonathan Gale, CEO of NewVoiceMedia, in a statement. "The latest product enhancements introduced in our Spring release will help businesses develop an effortless customer experience and excellent agent efficiency, ensuring those with the right skills are available at the right time."