NewVoiceMedia demonstrates appetite for contact centres in the cloud

NewVoiceMedia has announced a four-fold increase from 2011 to 2012 due to a large rise in customer numbers as well as technological development and the strengthening of NewVoiceMedia’s team, following investment from Notion Capital and Eden Ventures. 

Customers in total have increased by 40 per cent, with big name brands such as Cunningham Lindsay, one of the largest loss adjusting and claim management companies in the world, and Lumesse, a global leader in integrated talent management solutions, all taking advantage of NewVoiceMedia’s ContactWorld service. This surge in new customer wins is a direct result of the company’s investment into providing technology that revolutionises the customer experience throughout sales, marketing and customer service functions.

In the last year, NewVoiceMedia has launched 60 new features to its service. One such release was a PCI DSS accredited  mid-call IVR service that enables agents to take card payments securely from customers by transferring them to an agent-free IVR service. The company has also been pioneering ground-breaking patents, one of which allows calls to be routed to the most appropriate agent based on data held in company-owned cloud CRM systems and data from public sources.

Jonathan Gale, CEO of NewVoiceMedia, added, “NewVoiceMedia continues to go from strength to strength using our resources to leverage our unique position as the only true cloud contact centre solution. We’ve clearly identified an issue in the customer experience market that we’re fulfilling for customers across the globe. Voice is still the preferred channel for over 80% of communication between businesses and their customers yet its development has seriously lagged behind other channels such as the web. We intend to revolutionise how businesses interact with their customers over the phone, from the moment a sales call comes in through to aftercare and customer support.

“It’s great to see that it’s not just our own growth that proves we’ve been penetrating the customer experience market. Our commitment to innovation has been recognised in prestigious industry awards, such as Red Herring, where we were named one of the top 100 technology innovators in Europe. We’re already aiming to improve on this growth and recognition and our first quarter has set us up perfectly for an outstanding year.”