has introduced a hosted contact center solution that is integrated into the Service Cloud, the next generation customer service application from salesforce.com
. As a result of this integration, customers can now run their entire customer service business in the clouds.
With this latest integration, SMEs can now deploy the same Caller-Centric capabilities in their contact center that have been only accessible to the world’s largest organizations. With the on-demand offering through salesforce.com, power and functionality comes at a much lower cost.
Through cloud computing, a revolutionary new technology delivery model that allows companies to access applications over the Internet instead of buying, installing and maintaining it, companies of all sizes gain access to powerful applications. On such a platform, companies can use what they need, scaling according to changing demands over time.
Embedded directly into the console that customer service agents use with the Service Cloud, NewVoiceMedia’s (News
) telephony capabilities provide agents with a single, easy to use interface with which to manage their calls and cases. Contact center supervisors can set-up call plans and graphically review real-time statistics for individual agents and the contact center as a whole.
When a call comes in, the agent instantly gains access to the caller’s contact details such as call history, purchasing profiles and even any call recordings held on file. To facilitate proper call routing, inbound calls are assigned according to skills-based routing scenarios.
With the intelligent routing rules, calls can be routed to the same agent to provide continuity of service; provide value-based routing to recognize the stage of the buying process for the caller; prioritize VIPs in any queue; or provide individual caller treatments such as targeted messaging to cross-sell and up-sell.
According to NewVoiceMedia CEO, Jonathan Grant, in a statement, “This development enables contact centers of any size to take advantage of the advanced CTI (News
) capabilities that were only available to the largest call centers.”
Industry research suggests that only 20 percent of companies currently take advantage of the benefits of Computer Telephony Integration (CTI). In the past, companies had to invest tens of thousands of dollars in software and wait months for system integrators to get everything working correctly. Now, the same capability – without the problems – can be deployed in a matter of days for a low monthly fee.
Tim Barker, EMEA product marketing director, salesforce.com, added: “Ten years ago, salesforce.com set out to transform the CRM market by using the power of the Internet to deliver business applications in the Cloud. Today, over 60,000 companies use Salesforce CRM to run their customer service, sales and marketing operations. This integration extends the 80+ CTI integrations available on the Force.com AppExchange, with a pure cloud-based offering that helps companies manage their costs and their customers.”
NewVoiceMedia is focused on providing solutions to improve the efficiency and productivity of the contact center. The company offers such solutions
as a safe payment service with its telephony structure, while also helping clients comply with the Payment Card Industry-Data Security Standard.
By focusing on meeting the real needs within the industry, NewVoiceMedia can continue to drive demand for its solutions.