Services for Organizations

Using our research, best practices and expertise, we help you understand how to optimize your business processes using applications, information and technology. We provide advisory, education, and assessment services to rapidly identify and prioritize areas for improvement and perform vendor selection

Consulting & Strategy Sessions

Ventana On Demand

    Services for Investment Firms

    We provide guidance using our market research and expertise to significantly improve your marketing, sales and product efforts. We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution.

    Consulting & Strategy Sessions

    Ventana On Demand

      Services for Technology Vendors

      We provide guidance using our market research and expertise to significantly improve your marketing, sales and product efforts. We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution.

      Analyst Relations

      Demand Generation

      Product Marketing

      Market Coverage

      Request a Briefing


        ISG Software Research Analyst Perspectives

        << Back to Blog Index

        NewVoiceMedia Expands Globally to Advance Contact Center in the Cloud



        NewVoiceMedia recently announced it has raised $20 million of investment funds to aid its expansion overseas, including offices in North America. The company was founded in the UK in 2000 and originally offered telephony and call management in the cloud. It now has a close partnership with Salesforce.com, which has allowed it to expand into a multichannel contact center in the cloud. During the last 12 years it has achieved considerable success, both financially and in acquiring prestigious clients, mostly in the UK. Old instincts die hard, and even though the company’s services and support are accessible anywhere, potential customers still like to see support available in their country. This latest round of funding will allow NewVoiceMedia to make a serious attack on the American market.

        My research into the contact center in the cloud shows the timingvr_CCC_actions_to_improve_customer_interaction probably couldn’t be better. Consumer behavior is changing the way organizations have to support customer engagement, as consumers now want to engage through the channel of their choice and at a time of their choosing. All my practical experience is supported by the research, which shows that more and more companies are realizing the only practical way to support this new paradigm is by adopting applications and communications in the cloud. The research shows that CRM has led the way, but the most likely growth area in the next 24 months is in systems to support multichannel interactions. My practical experience also shows it is not an easy task for UK companies to succeed in America, but its track record in the UK for the quality of its service and support and the partnership with Salesforce.com puts NewVoiceMedia in a strong position to succeed.

        My research shows that one of the biggest concerns of organizations adopting contact center in the cloud is performance. NewVoiceMedia has addressed this in a unique way with Trust Site, which allows companies to see the fully open results of continuous performance tests that check availability, performance and other key operational metrics. From this, and available case studies, potential customers can gain confidence that the service will meet its expectations.

        Given the current economic environment, some might question the decision to expand internationally. However I share the new investors’ confidence and expect NewVoiceMedia to carve out a significant slice of the largest contact center market.

        Regards,

        Richard J. Snow

        VP & Research Director

        ISG Software Research

        ISG Software Research is the most authoritative and respected market research and advisory services firm focused on improving business outcomes through optimal use of people, processes, information and technology. Since our beginning, our goal has been to provide insight and expert guidance on mainstream and disruptive technologies. In short, we want to help you become smarter and find the most relevant technology to accelerate your organization's goals.

        JOIN OUR COMMUNITY

        Our Analyst Perspective Policy

        • Ventana Research’s Analyst Perspectives are fact-based analysis and guidance on business, industry and technology vendor trends. Each Analyst Perspective presents the view of the analyst who is an established subject matter expert on new developments, business and technology trends, findings from our research, or best practice insights.

          Each is prepared and reviewed in accordance with Ventana Research’s strict standards for accuracy and objectivity and reviewed to ensure it delivers reliable and actionable insights. It is reviewed and edited by research management and is approved by the Chief Research Officer; no individual or organization outside of Ventana Research reviews any Analyst Perspective before it is published. If you have any issue with an Analyst Perspective, please email them to ChiefResearchOfficer@ventanaresearch.com

        View Policy

        Subscribe to Email Updates

        Posts by Month

        see all

        Posts by Topic

        see all


        Analyst Perspectives Archive

        See All