NewVoiceMedia Brings Salesforce AI into the Contact Center

Artificial intelligence is permeating every sector of business including customer contact and NewVoiceMedia is doing its part to help improve productivity as you embark upon digital transformation.

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John Eng (pictured above), CMO explained they make Salesforce Einstein real-time… They eliminate the need for batch processing meaning more rapid insights. In addition, built-in Einstein dashboards allow businesses to more easily analyze customer conversations which are automatically made available in Salesforce to unlock valuable insights across contact center and CRM data.

Conversation Analyzer uses speech-to-text to transcribe calls and deliver intelligent content categorization for actionable insights into the business. With built-in Einstein dashboards, businesses can refine how they boost their successes and manage challenges more efficiently, helping ensure every conversation is successful.

Businesses can now route voice and interactions through email, chat, SMS, video and social channels in an integrated and unified manner, uniformly empowering digital and voice agents, optimizing resources and improving management of KPIs across all customer interaction channels.


Moni Manor, chief product officer at NewVoiceMedia, comments, “Digital transformation is about changing the way businesses operate and interact with customers to provide a better experience, and we’re passionate about helping drive great conversations across all customer touchpoints. With this release, we are first to market with a fully integrated omnichannel contact center solution which will enable organizations to leverage their Salesforce digital channels, without switching to a third-party solution for the unified digital and voice experience. This means companies using Salesforce can provide a rich, consistent and integrated experience irrespective of the channel chosen by the customer.”

Tony Bone, regional vice president of Service Cloud at Salesforce comments, “Salesforce empowers businesses to offer customers a rich, connected omnichannel experience, ensuring that the contact center is part of that experience is critical to business success. The NewVoiceMedia platform is the first contact center solution to offer Salesforce customers the ability to deliver that experience across both voice and Salesforce implemented digital channels. Unified routing coupled with tight integration with Salesforce enables customers to leverage their existing Salesforce implementations and obtain deep visibility and management across all their interaction channels.”

“A seamless, integrated omnichannel contact center solution has become essential for businesses seeking to compete on customer experience,” said Sheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics. “With the omnichannel capability from NVM and the dedicated focus it has put on tight integration with Salesforce, businesses can deliver that kind of omnichannel experience – offering not only consistency but also up-to-date customer interaction information irrespective of the interaction channel.”

John explained they can take over from Salesforce to provide data-directed routing. They allow a high-value text customer to be routed to an appropriate team. The transactions can then immediately be placed back into Salesforce.

In addition, an organization is able to check for compliance related terms… Were they used? They can further drill down on closed sales and ones which failed. How did time in queue, number of transfers and various keywords affect the outcome?

Using these tools, contact centers can become more responsive allowing organizations to pivot more rapidly. The central tenet of digital transformation is adding agility to an organization and this is one of the primary goals of this new release from NewVoiceMedia.

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