Who Uses This Software?

Our clients range from small businesses with only a few people taking calls through to large corporations and multi-site, multi-country contact centers with thousands of agents.


Average Ratings

47 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 5 / 5
    Customer Service

Product Details

  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    24/7 (Live Rep)

Vendor Details

  • NewVoiceMedia
  • www.newvoicemedia.com
  • Founded 1992
  • United Kingdom

About ContactWorld

NewVoiceMedia is the leading provider of cloud contact center software for Salesforce, giving sales and service organizations the ability to instantly connect their agents to prospects and customers over the phone. Interactive Voice Response (IVR) system interacts with callers, gathers information, and routes calls to the appropriate recipient. Callers can be provided with self-service options as well as the ability to request a call back while retaining their place in the queue.


ContactWorld Features

  • Call Center
  • Call Logging
  • Call Recording
  • Call Routing
  • Multiple Scripts
  • Phone Key Input
  • Survey Management
  • Text to Speech
  • Voice Customization
  • Voice Mail

ContactWorld Reviews Recently Reviewed!

Easy to use and informative

Oct 21, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
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Pros: Makes our role easier by identifying the brand when a call comes through.
The more you use the software the more you pick up.

Cons: Sky board can look a little muddled.
Reports required some tweaking but resolved with the help of customer rep.

Overall: Ease of use, we moved and started to use software on the same day.
All my team were able to master use in a very short period.

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Ticks the boxes is intuitive and has been deployed quite seamlessly. Support has been fantastic.

Oct 20, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Easy to use

Cons: Would be perfect if Skill Assignment was viewable by agent skill set and not by individual skill.

Easy to use system, has worked well since day 1

Oct 20, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
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Pros: Reliability is excellent. Has been our most consistent piece of software since moving to our new office.

Cons: Caller ID display for outbound calls whilst having a customer on hold is an issue, displays customer number instead of department number.

Really helpful trainer, explained any and all queries clearly. A huge improvement on current system

Sep 06, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
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Pros: Where to start? Easy to use interface, with Real Time functions customisable to each Supervisor. Offers large array of information in real time on an agent's activity, call queues and call centre stats.

Cons: Skill Management - you need to filter by Skill then Agent, rather than being able to filter by Agent and view all Skills

Great Product and extremely helpful delivery and after care from customer support.

Aug 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Extremely user friendly system and the real time queue management is perfect tool for call spikes in queues

Cons: We initially wanted to be able to manage skills through proficiency, but we are unable to do so with the system at the moment.

Good usability and navigation

Aug 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: The ease of navigation and reporting tools on individual agents to help build KPI packs for agent stats and the ability to pull given stats as and when required

Overall: I like the software in general there is nothing that disappoints me. It is a wonderful product that i would recommend to anyone to us in a call center environment.

So far so good, we were able to hit all requirements first go. The software is easy to use

Aug 25, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Dynamic Routing. Moving onto a cliyd based system was supposed to have many limitations none of which i have experienced.

Cons: We wanted to be able to use proficiency in our skills and this has meant we have had to adapt our approach.

Overall: Customer Insights, Real Time Reporting

Excellent service

Aug 02, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Comments: We had a few reporting issues at first which was resolved straight away.

Pros: It integrated easily to Salesforce and is simple to use. In the number of occasion where there have been any issues encountered these have been resolved quickly and efficiently with help from one of the customer rep.

Perfectly fits our needs

Jun 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Great Support that is always attentive and is intent on resolving your issue and ensuring you are satisfied.

Cons: Sometimes the website can feel outdated and not laid out in the best format. I feel if a designer was to look at some sections of the site there could be massive improvements made to make things easier and clearer to understand.

Fits our needs perfectly

Jun 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Great support that is always keen to resolve your issue. Great API links to other web services and Salesforce.

Cons: Certain aspects of the platform do look outdated and arn't easy to read or follow.

Brilliant platform and support

Apr 06, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: The platform is fantastic when scaling up with plenty of features. One thing that we lacked with a previous provider was support. However, the support received from NVM has been nothing short of great!

Business Voip

Feb 21, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: I like the ease and simplicity of this product. Great product for the price. love that it comes with 2 phones for the price as well.

Pros: Easy to program and handle. Great product for the price.

Cons: The voices can sometimes cut out.

A must for a Success Team

Jan 27, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We implemented NVM 8 weeks ago for our success team to make on-boarding calls and take support calls and the whole experience has been seamless. The representative from NVM provided support and training during the bedding in phase and he was excellent, and we were up and running within a few days. Fast, professional and supportive, NVM is a great product, stand-alone and also as an integration with Salesforce.

Expansion of current NVM to a new site

Jan 27, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Comments: We already had NVM at one of our global locations and needed a speedy implementation in a different country for our success team to support a new channel. The NVM team got it implemented in days and the support and training was excellent. We were fully up and running in no time and are making daily calls to customers and receiving support calls with no issues. I highly recommend NVM and their professional and courteous team.

Pros: Fast implementation Great Support Great training and a wealth of documentation online Customizable Easy to use and administer Constantly being developed.

Cons: Not seen any yet, though it may appear a bit dated visually.

Recommendations to other buyers: Get it

ContactWorld Review

Jan 24, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Comments: The biggest feature that we take advantage of is the detailed reporting that is offered. This allows for every department to be broken down and supplied with easily extracted information. Implementation wasn't as smooth as we'd like however the support team aided us throughout the process.

Over promised, under delivered and now recovered into something brilliant!

Jan 19, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Intuition around call prioritising and skill setting

Cons: It has some odd quirks that you need to remember occur and train out so you can avoid them being issues. The wallboard licences drive me insane and i hate having to change the setting to amend the view.

Overall: We were originally miss sold the package details by which we based our decision. The handover at the outset of our account to delivery was terrible because what we wanted hadn't been effectively communicated. HOWEVER, since this time the representative has been on hand to support us and to get the system up to where it should have been originally. the representative has been a huge help and as such we are now achieving the SLA's we missed at the initial go live because of the incorrect routing. The only work remaining to be completed is training of the new system so that the Team Leaders can effectively create agents and skill sets. I am extremely grateful that representative joined our account when he did. I look forward to a long relationship with NVM.

Recommendations to other buyers: It would be good at the end of the go live period with NVM to receive a basic training pack but also that contains key information e.g all your log in details collated, where there is flexibility within the contract to ugrade, anything in particular that is unique to your system. Process for logging tickets

Sharp Development and Smooth Deployment!

Jan 17, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: A great experience working with Customer support representative from NVM. I am responsible for training the sales team and Customer support representative was especially helpful providing the required information to enable our team to have the best possible start. In addition, the NVM Wiki is a fantastic resource. Thanks, NVM!

NVM and FFX Integration

Jan 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Everything is recorded

Cons: Voice over IP can have some delays

Overall: We had a great experience dealing with NVM, Customer support was absolutely helpful and helped us through this Journey, we are now live with more than 4000 calls going through the system through the 1st week.

NVM Review

Jan 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Simple to use yet provides in-depth stats and visibility of everything we wanted to see

Overall: Overall experience was great, set up and training went smoothly and well within the target time. No real issues along the way

Totally changed how we run Customer Services

Dec 19, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: New Voice Media has had a huge positive impact on the business. The super-high reliability, alongside the in-depth reporting, has kept all aspects of the business happy.

Not a fully baked solution

Dec 10, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Comments: The NVM product has some nice features but the overall system has proved to be clunky for us. The call flows are not easy to maintain and to scale. If you have a complex logic, then building these take a lot of time even for the NVM engineers themselves. Their Sales pushed pretty hard for the sale (even sent over donuts for the teams) but the product has a lot of improvements to be done still. The web based version of the phone was only available in US and not EMEA or APAC and we were not told that before we signed a contract with them. It does however, do all the basic things well. Call quality is good. Voicemail and routing works well but it is not too good when things get big or complex.

Pros: Call routing Call quality

Cons: Clunky Very difficult to administer.

Average tool for CTIs - check other vendors before signing

Dec 09, 2016
2/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Comments: We did not have a very positive experience with New Voice Media. We faced call connectivity issues from the beginning. The dispositioning of the calls was an issue. We did not get the type of reporting we expected it would give us in Salesforce. Their technical implementation specialist was very difficult to work with. He was not based locally. He also made some personal remarks about the team which was not very professional. Based on my experience, I will not recommend this tool. Sorry! :(

Pros: Can use your laptop as phone.

Cons: lacks reporting system issues not good support unprofessional attitude

Recommendations to other buyers: As I said, there are better tools out there, so please due your due diligence.

After care service

Dec 07, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Initially, the generated reports didn't add up (to us). The support team took the time to explain the reports. There were a few minor discrepancies in the figures, the rep took the time to identify and rectify the problem. If I have any questions in the future I know I can rely on the team to be fully supportive.

Do your research before investing

Dec 06, 2016
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Comments: If you are in the US, be aware that this is a UK based company. Their product is really robust but administering isnt very easy. The demos looked really good but you should get your hands dirty in the admin side to know that this things isnt as intuitive as you thought. It works well if you have simple flows.

Pros: - Can you use your laptop as your phone -Accurate reporting - Provides great insights to your calls - Call monitoring functionality is awesome

Cons: - UI is outdated. - Gamification piece isnt great. - Administering it is really difficult.

Recommendations to other buyers: Ensure that your requirements can be fulfilled by NVM. Ensure the SLAs before signing-up. Their internal team seemed uncoordinated in our rollout.

Super Service!!

Nov 10, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: The possibilities are endless on NVM, their systems seem to be able to handle even the most complex routing solutions. The reporting is extremely versatile and detailed and the staff are very knowledgeable and helpful. Kyle Hughes in the Hampshire office is particularly helpful and is always happy to offer advice and assistance.

'Great product, great support'

Nov 10, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Comments: Real time visibility, great for statistical reporting. The support from Kyle Hughes has been outstanding!

Excellent Professional Service

Nov 07, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Working in the stock brokering industry, the change and business demand is perpetual.

Solutions need to be instant and problems need to be resolved very quickly.

New Voice Media provide a robust, enthusiastic and energetic service.

Before I pick up the phone up the phone I have a feeling of confidence that they will be able to help.

Having dealt with various vendors over a number of years, NVM stands tall.

From the initial setup, to the on-going support and ┬┐hand holding┬┐, they are very professional and joy to work with.

Thank you NVM and Russell Healey..

Oct 26, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: The implementation Engineer (Russell Healey) did an excellent job integrating the NVM solution to our operating and functional requirements for our service desk. Essentially, he became an active member of my team, worked closely with everyone to clearly understand detailed requirements and effectively rolled out the solution on schedule. From day one, we have already seen significant improvements in the quality of services we offer our customers and has made our jobs easier.

Team Lead Merchant and Technical support

Oct 25, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support

Comments: Great work from Russell Healey to get us set up. He became part of the team for a week and helped us pull this long due project to Fruition.

Features are great so far, only con is the real time dashboard functionality and the little customization the widgets offer.

CHIEF OPERATING OFFICER

Oct 05, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: ONSITE IMPLEMENTATION

Cons: COST

Overall: Great on site implementation team. Totally customization IVR solution, call recording, etc. Excellent customer service. A real partner.

Recommendations to other buyers: REQUEST ON SITE IMPLEMENTATION

Great Overall Experience

Sep 21, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Comments: Excellent experience, working with everyone at NVM, very professional and reliable. I was always kept up to date on all stages and everything was explained in a language that I could understand.

James, was great at helping us sorting out things and ensure we got up and running on our go-live date.

Great Overall Experience

Sep 08, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Great overall experience working with everyone at NVM. I was always kept up to date on all stages and everything was explained in a language that I could understand.

Sam worked tireless to ensure we got up and running on our go live date.
Jo was outstanding with her communication and keeping things simple for us

Intrepid Travel Review

Aug 16, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Call listening, view calls waiting.

Cons: Lag in calls, transferring calls.

Overall: Great support from James Doyle when the system was set up and spent time with the team and took on fixing the phones when we had system errors.

Great support, great product.

Aug 09, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Skill management - it's what we've based our whole system around and a great functionality for call distribution. Sure there's much more to come too once we integrate with SalesForce further along the line.

Cons: Call lag is the main issue and can become quite frustrating for our team and our customers. Also the in ability to see on screen when a call is being transferred who is transferring it to you.

Overall: Design, build and rollout was excellent. Worth putting the time in to really get to know the software and its capabilities with our PS James during the design phase. NVM really are an excellent company to deal with which makes the whole experience of setting up much less stressful. Friendly, punctual, efficient and professional. Doesn't stop at go live either; their continued support has been excellent.

NVM review

Apr 30, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: The system is easy to use and the set up processs was clear

Rollout New Voice Media in Germany Customer Service at Deliveroo

Mar 29, 2016
4/5
Overall
2 / 5
Ease of Use
3.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: Its finally working: Customers can hear us, we can call them, they can call us Service was quite responsive

Cons: Usability - not the cleanest / easiest userinterface and settings Installation

Recommendations to other buyers: Make sure to get everyone trained on this and take your time during the roll out

Absolutely Great!

Jan 04, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Can not wish for anything more as a company, all we need easily accessible with a click of a button.

Really good, couldn't recommend it enough

Dec 31, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: NewVoiceMedia made sure everything was set up for us as we wanted and needed, from day 1 until live and beyond. Their support is great and also available when we need them.

So easy to use (now I have had a bit of practice :-)).
By changing from our old telephone system to NVM, we saved time and money.

Fours years and going strong

Dec 16, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We are using ContactWorld to distribute and handle hundreds of thousands of calls each year in numerous languages to five Global Customer Service teams. We have used the technology for fours years to great effect to best serve our Customers.

Customer Service Like Magic

Dec 14, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We implemented ContactWorld in 2013 after bringing our multi-lingual customer service in-house from an outsourced contact centres.

We had a complicated setup with multi-lingual agents, and MANY different phone numbers to integrate. The setup took very little time, and was wonderfully easy - once the system was set up our contact centre now works like magic.

Routing the calls to the agent the customer last spoke to - auto populating their name so we know exactly who we're speaking to. And all without the customers knowing the system is there. We have an IVR, without needing customers to press buttons it's excellent! The only con we found was transferring our current numbers only, if we'd known the issues -we would have just arranged all new telephone numbers.

We can also add new agents, new numbers in minutes.

The support & team at NVM are wonderful to deal with, always available, helpful and solve problems right away for us.

I wouldn't hesitate to recommend this system, which has been integral in our amazing customer service success story - helping us achieve a 95%+ NPS score rating in over 7 countries for 3 years straight.

Quick integration

Dec 11, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Simple and easy to use - we were able to launch within 2 weeks of signing the agreement. Everyone was responsive and helpful. It has given us real-time visibility and dynamic capabilities with our telephony we haven't previously had.

Good product, fast turn around.

Dec 11, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Easy to use, much better than the previous system that we had. Fast inception.

Implementation and configuration

Dec 09, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Very positive experience with the configuration of users, access rights and setting up the system for day-to-day use.
This has been made straightforward by the assistance provided by Jamie Cooper. Jamie has provided an immense amount of help and guidance, he is knowledgeable, patient and always on hand to answer queries. A real credit to the company.

We find the software very flexible to fit our business needs, there is always a solution.

Dec 09, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We find the software able to perform any task we require, in an every changing business environment both the software and NVM are at hand to resolve our issues. Its good to hear that NVM are integrating more of the reporting side of things into Salesforce so we the end user dont need to extract the data and have to spend many hours filtering the data to get what we want. The account management and technical support are very approachable and always available which is very reassuring when we are faced with technical issues. My only advice would be for NVM to start doing more online training videos or online learning to be able more proficient in using the systems.

It does not always work!

Dec 09, 2015
3/5
Overall
3 / 5
Ease of Use
5 / 5
Customer Support

Comments: For me personally I often receive calls that do not then link into Desk and create cases. Otherwise its very good. Can not fault the team when they deal with queries though, very prompt and helpful.

Dec 19, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Oct 01, 2015
5/5
Overall
4 / 5
Ease of Use
3 / 5
Customer Support
4 / 5
Value for Money