I am happy to share some insight on NewVoiceMedia drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact centers in the cloud. We evaluated NewVoiceMedia and 12 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and data derived from our benchmark research on contact centers in the cloud.
In never ceases to amaze me, the number of new terms and acronyms the contact center market generates. Just as everyone is getting used to the fact that customers interact with companies through multiple communication channels (multichannel for short), someone invents the term omnichannel and we all have to get our heads around what this means. My research into the contact center in the cloud shows that companies now support on average nearly five communication channels, and although the traditional channels are still the most common, as the chart shows, there are signs that new channels such as chat (used by 37%), social media (29%), text messaging (22%) and video (5%) are on the increase.
Topics: Call Center, Cloud Computing, Collaboration, Contact Center, CRM, Customer & Contact Center, Customer Service, Echopass, Enghouse interactive, Five9, Interactive Intelligence, LiveOps, Mobile Apps, NewVoicemedia, Operational Performance, Sales Performance, Social CRM, Social Media, Unified Communications, Voice of the Customer, Customer Experience, Analytics
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.
Topics: Call Center, Cloud Computing, Collaboration, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Service, Mobile Apps, NewVoicemedia, Salesforce.com, Social CRM, Social Media, Customer Experience
Our recent benchmark research into the adoption of cloud-based systems to support contact center operations shows that around 10 percent of companies have adopted what is commonly termed communications in the cloud – that is, systems in the cloud to manage delivery of telephone calls to the right location, be it an internal extension number within an organization, a branch office number, a contact center extension or someone’s home or cell phone number. Given that telecommunication service providers manage calls in the cloud, it makes sense to intercept calls before they are delivered to a physical location, use rules to decide the correct final destination and route calls directly. NewVoiceMedia, founded in 2000, was one of the first companies to offer such services in the cloud. It first came to my attention at a UK contact center exhibition when within minutes of visiting its stand I was set up as a technical support agent and began receiving calls from its test contact center – very impressive given that with similar on-premises systems setting up such a task could take hours if not days.
Topics: Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Service, Desktop Analytics, NewVoicemedia, Social CRM, Speech Analytics, Text Analytics, Voice of the Customer, Customer Experience, Analytics
Since it was founded in 1999, salesforce.com has been driving other vendors and end-user organizations to rethink how they supply and purchase software. The company has grown from being a supplier of CRM in the cloud to a vendor with diverse offerings that include a development platform, an app exchange, platforms that support marketing, sales and customer service, knowledge management, desktop technology, collaboration, website development, social media support and analytics. Along the way it has also become a powerful marketing machine – which sometimes gets in the way of understanding just what its products do and don’t do, and where they all fit. This obfuscation also extends to its extensive range of partners, where again it is sometimes hard to know who it deals with and how.
Topics: Business Collaboration, Call Center, Cisco, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Data Management, Customer Service, Interactive Intelligence, LiveOps, NewVoicemedia, Salesforce.com, Social CRM, Social Media, Speech Analytics, Text Analytics, Vocalcom, Voice of the Customer, Customer Experience, Analytics