How awards are won with superior customer service and innovation

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How awards are won with superior customer service and innovation

NewVoiceMedia is a leading global provider of cloud contact centre and inside sales technology that helps businesses have more successful conversations.  The company’s hard work and innovation is not going unnoticed. Just recently its premier solution, ContactWorld, received:

NewVoiceMedia is no stranger to industry accolades, having been ranked among the London Stock Exchange Group’s ‘1,000 Companies to Inspire Britain’ for the third consecutive year, and recently named by Forbes as one of the world’s top 100 cloud companies (and in excellent company ;).  

What’s the secret?

In this blog we take a look at the lessons that can be learned from their business model and philosophy, strategies behind their success, and reasons why they are outperforming the competition.

Founded in 2000, with a clear vision to innovate ahead of the competition in order to become the global leader in the provision of enterprise-class cloud communications technology, the company cites technology leadership, global infrastructure and superior sales and marketing as their weapons in sustaining growth ahead of the market. They were also one of the first contact centres to establish and operate a cloud based technology model.

Over the last two years, NewVoiceMedia has been revolutionising customer communications on a global scale, with international expansion into new offices in North America, EMEA and APAC. Their continued growth has been further enhanced with investment in a global infrastructure to meet the increased demand from customers around the world. Investment in global relationships with Telco providers, allowing customers to deliver calls via their existing telephone infrastructure while maintaining high line quality, has also been key to their success.

In addition, they use the customer data within a customer’s Salesforce® org to highlight activity and interest to their agent via a “screen-pop”, meaning the experience they have is the best it can be, from both perspectives.

That focus on customer experience and the subscription based nature of their business means customers can be up and running quickly with the ability to cope with fluctuating demand and has helped them accumulate a customer base of over 650 customers in a relatively short space of time.

Jonathan Gale, CEO, has his own thoughts on why NewVoiceMedia has seized the opportunity to be at the forefront of the customer service revolution.

“Our global pure cloud contact centre and inside sales platform with its market-leading CRM integration capabilities is transforming the customer service experience and sales performance of organisations worldwide. Together with our market position, momentum, and a multi-billion dollar market opportunity, we are extremely well positioned as we look forward to continuing our growth trajectory while helping our global customer base grow their businesses with improved efficiency”.

This scalability and agility, as well as adapting to the changing needs of consumers as they become more and more digital, and with a customer service culture at the heart of their business, NewVoiceMedia’s success looks set to continue, and we wish them well.

NewVoiceMedia is a FinancialForce customer.

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