Nominee: NewVoiceMedia

Transcription

1 Nominee: NewVoiceMedia Nomination title: Enterprise Class Cloud Contact Centre Platform NewVoiceMedia has grown to become one of the leading cloud companies based in the UK. In 3 short years it has transformed itself to be a global front runner in the supply of enterprise class cloud contact centre technology now with customers in 116 countries and six continents. It works hand in hand with salesforce.com. What are your products / solutions key distinguishing features and/or USP? NewVoiceMedia s lead product is the ContactWorld enterprise-class cloud contact centre technology. 1. Overcoming concerns about cloud data security NewVoiceMedia has designed the first cloud contact centre platform to be approved by ISO for its quality and performance status. Overcoming common fears among IT decision makers about cloud services, it provides robust security that ensures voice recordings and data is protected and personal information is secure. NewVoiceMedia has a true cloud environment and proven % platform availability that is transparently backed up with a Trust site ( which offers real-time data on service performance. When customers use debit/credit card payments the platform is also PCI DSS compliant. 2. No 1 in salesforce.com integration The fastest growing CRM system globally, Salesforce has nearly 20% of the market share. NewVoiceMedia seamlessly integrates with Salesforce so calls are easily routed, logged and recorded through the contact record. This saves time and provides easy access to call recordings for training and compliance through the Salesforce console. Agents receive whispers and screen pops to the customer s CRM record, making call handling faster and more efficient. The click to call functionality aids outbound calling for sales and service.

2 In 2013, NewVoiceMedia became the leading contact centre vendor in the Salesforce ISV (Independent Software Vendor) community, which is a hugely significant achievement for us with a 4.9 (out of 5) rating based on 96 customer reviews on the AppExchange. Salesforce is the world s leading CRM vendor with 14 percent market share in 2012 (and $2.5B in sales), and an estimated 39 percent of its seats are Service Cloud a product used by 95 percent of our customers. Salesforce integrates seamlessly with NewVoiceMedia s ContactWorld solution, enabling businesses to deliver a personalised and unique customer experience. 3. Multi-channel choice for customers in one platform With the majority of end-user customers looking for a choice of channels to contact organisations, NewVoiceMedia provides its clients with complete multi-channel integration, including social media. Phone calls, s and feeds from social media, such as Facebook and Twitter, are seamlessly integrated into the NewVoiceMedia platform. 4. Offers big call centre features with small company usability and speed Phone number set-up, call and contact routing are very straightforward. IVR design and build is a job for everyday managers and changes can be executed in minutes. Real-time reporting of average speed of answer, call length and the number of calls abandoned before answer, mean hugely improved operational performance. Analytics and reporting are second to none. 5. Revolutionising end-customer experience globally For years, end customers and consumers have complained about the standard of service from call centres globally. NewVoiceMedia is enabling businesses all round the world to revolutionise the service they offer to their customers with improving CSAT and NPS scores; common outcomes of the deployment. 6. Outstanding customer support for NewVoiceMedia s clients NewVoiceMedia offers 24/7 support globally as standard. Customer after customer praises NewVoiceMedia for its great sales experience, consultant teams and customer service. Customer retention is 99%, a performance which demonstrates this strength.

3 What tangible impact has your product/solution had on the market and your customers? Over the last two years NewVoiceMedia has become a leader in cloud contact centre technology: - SaaS licence revenue growing at 100+ per cent year-on-year and 94 percent increase in new contract value - Outpacing the cloud contact centre market fivefold¹ ¹ - 99% customer retention with high customer satisfaction, 24/7 support service and % platform availability - NewVoiceMedia s platform is used in over 400+ contact centres by 13,000 agents in 116 countries - Offices in Basingstoke, Brussels, Paris, New York, San Francisco and Sydney: staff up from 86 in 2012 to 270 in 2014 globally - 94% of employees are excited about the CEO s vision - The leading vendor of its type in the Salesforce ISV (Independent Software Vendor) community. Salesforce has invested in NewVoiceMedia What are the major differentiators between your product/solution and those of your primary competitors? NewVoiceMedia s competitors fall into two categories. Firstly, established global suppliers of on-premise equipment for contact centres such as Avaya, Aspect, Cisco, Genesys and others that have large existing customer bases among the millions of operators of contact centres globally. This footprint is the future target for NewVoiceMedia. The major weakness of on-premise systems is handling calls is often out of sync: either too many seats are available in low peak times, incurring cost or too few seats in peak season restricting revenues. Another major tangible advantage is the lower costs as proprietary data centres, back-up servers, expensive integration or maintenance contracts are not necessary, clients only pay for what they use.

4 One of the great competitive advantages of NewVoiceMedia s cloud service is that it can be accessed on any browser (Internet Explorer, Google Chrome, Mozilla Firefox, etc). In terms of phone connection, a normal PSTN line, VOIP and Skype all enable access. NewVoiceMedia does not bespoke its software for individual customers, which reduces the complexity which affects many IT implementations. We own our code and pride ourselves on the innovation it has taken to create our own market-leading solutions, which are built entirely in-house and delivered as a true cloud service over the internet, just like salesforce.com. We are extremely agile in our development, creating updates every week. With no need for downloads/plug-ins or expensive integration with on-premise equipment, ContactWorld meets the changing needs of businesses, enabling them to deliver a personalised and unique customer experience, quickly, securely, flexibly and cost-effectively. Secondly, competitors who provide cloud contact centres include Interactive Intelligence, Liveops and Huawei. NewVoiceMedia's strategy of partnering with salesforce.com, has the advantage of linking to the fastest growing CRM solution worldwide. It is a single-solution product, with no need for the integration and plug-ins required by some of these competitors. A range of new features are being added to the NewVoiceMedia product, all available to existing customers through regular updates: - Workforce Management (WFM) - Customer satisfaction end of call IVR - Salesforce1 Mobile support to call, log, track and record field sales and service communications - Complete multi-channel support for Service Cloud. Recognised by The Sunday Times in the Top 100 Best Small Companies, NewVoiceMedia has also won awards at the Customer Contact Association, London & South East Contact Centre Forum, PwC Private Business and Red Herring 100. Please supply any supportive quotes and/or case study materials to demonstrate the value of this product/solution to your customers/partners.

5 1. Jag Tucker, VP Global Customer Service Operations of Corporate Executive Board (CEB): NewVoiceMedia s cloud computing approach made all the difference. They could numbersource globally and port or redirect any of the existing CEB numbers to any one of their platforms. The company was willing to meet our time frame of eight weeks from design to implementation, and their costs were considerably less than traditional on-premise providers. 2. NewVoiceMedia has provided us with a reliable cloud contact centre solution that enables us to greatly improve our customers satisfaction, without the need for plug-ins or downloads. Customers now benefit from a completely personalised experience every time and we re pleased to have reduced our average call waiting time to just 13 seconds. Rod Sheriff, Executive Director of Customer Service, Truphone 3. Ola Agboola, Head of Customer Services and Support, BMJ (British Medical Journal): It s easy to use. We use helpful features such as overflow where we route calls over to teams which are available, something that we could not do before. 4. The CEO of well-known distribution company DPD says Customer satisfaction is critical to our business, so we wanted the best technology known to man. ¹ ¹Based on the June 6, 2012 Market Trends: Contact Center as a Service, North America, 2012 research compiled by analysts Daniel O'Connell and Drew Kraus of Gartner, Inc., The North America contact center as a service market is projected to experience a compound annual growth rate of 17.8% through Why nominee should win Revolutionising contact centres which traditionally provide lacklustre customer service Adheres to some of the strictest standards for data security and customer privacy: ISO and PCI DSS compliant Exclusive partnership with the well-respected, super-successful Salesforce to provide integrated cloud contact centre service

6 Powering small to medium enterprises to have the functionality of large brands and to directly compete with them at a fraction of the cost Providing next generation functionality for the contact centre industry.