Launching a call center was a very expensive and involved business once upon a time. Phone (News - Alert) systems had to be installed, as did premise-based solutions that routed the calls and supported operations. The cloud has changed all that: cloud-based contact center solutions today allow even the smallest companies to be up and running quickly with a full-featured call center that is flexible and can be operated from anywhere in the world, all at minimum up-front cost.
It’s not surprising that cloud-based call center solution providers are attracting investment cash. UK-based cloud call center startup NewVoiceMedia (News - Alert) is reporting this week that it has raised $20 million in its second round of funding. The cash is expected to help the company bring its telephony solutions to more customers in the U.S. and develop new products.
NewVoiceMedia’s flagship ContactWorld solution is a multitenant cloud-based call center solution that allows organizations to add as many users as they need, from just a few to a thousand or more. There is no hardware or software, no upfront capital expenditures. It offers 99.999 percent uptime as well as robust security and disaster recovery.
The platform integrates natively with Salesforce’s Service Cloud and Sales Cloud, according to VentureBeat, so it can be easier to contact sales leads. It serves 8,000 customers in 30 countries, including Parcelforce, PhotoBox, QlikTech, SHL, Berry Bros & Rudd, and Long Tall Sally.
“The contact center market has lacked innovation from traditional on-premise vendors for many years,” said Jonathan Gale, CEO of NewVoiceMedia, in a statement. “NewVoiceMedia is tapping into the major developments in the technology world, including Cloud Computing, social media and mobile devices, to provide customers with a next generation service. This investment will allow us to continue to innovate ahead of our competition and expand our service globally,” he added.
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