NewVoiceMedia is reporting record breaking end-of-year revenues approaching $10m1 and more than a 200% increase in new licence contract value. The business grew at more than twice that of the rapidly expanding cloud contact centre market rate according to industry analyst DMG Research2.
The company, which delivers cloud contact centre solutions globally to businesses for sales and service environments, also increased customer seats by over 100%. NewVoiceMedia secured new business from SMEs to large corporations in a variety of verticals including prestigious high growth brands H.R. Owen, Topcon, PhotoBox and DPD.
The UK-headquartered company continues to attract new customers through exciting new technological developments. In June 2012, NewVoiceMedia announced that it would be revolutionising the, typically impersonal, call centre customer experience with a new intelligent routing patent.
Dwain McDonald, CEO of DPD, commented, “We will now have the potential to automatically route callers to the same agent they spoke with the last time they called, ensure calls are delivered to the best person to handle their enquiry based on what we know about them, and avoid the need for callers to repeat themselves. Customer satisfaction is critical to our business, so we wanted the best technology known to man”.
NewVoiceMedia began the year by becoming the first cloud contact centre provider to secure the ISO27001 certification for information security across its entire operation. The accreditation was an important milestone for the business as it continues to pioneer Trust (www.newvoicemedia.com/trust) in the cloud and give its customers assurance around areas such as availability, security and performance.
Last April, NewVoiceMedia announced that it won a place on Red Herring’s Top 100 Europe list, which honours the year’s most promising private technology ventures from the European business region. More recently, the company was also awarded a place on the UK government’s G-Cloud ii framework for specialist cloud services hosting.
Rapid growth and technology innovation has led to NewVoiceMedia securing approximately $20m3 in funding from new investors Highland Capital Partners Europe and MMC Ventures, and existing shareholders Notion Capital and Eden Ventures. The investment will help accelerate the company’s expansion in North America, continental Europe and Asia Pacific.
The company has also recently cemented its relationship with technology partner Salesforce by becoming the first UK cloud contact centre vendor to join the Salesforce ISV program.
NewVoiceMedia increased its global staff by 100% over the course of the last 18 months, and was last month accredited with an ‘Outstanding’ rating in the Sunday Times Best Companies report. The company has also announced the appointment of new company Chairman, Guy Dubois.
Jonathan Gale, CEO of NewVoiceMedia, comments, “2012 was another year of impressive growth and we continue to drive innovation that will revolutionise the contact centre industry as it transitions to the cloud. NewVoiceMedia offers an amazing platform with incredible service levels, so it is no accident that we are growing significantly ahead of the market and our competition. This momentum and recognition is allowing us to attract the best people who are excited about our vision of using cloud technology to dramatically enhance the customer experience in today’s contact centres”.
For further information, please visit www.newvoicemedia.com
1. £Sterling converted at an exchange rate of 1.6 representing a blended rate for 2012
2. DMG Consulting, Cloud Based Contact Center Infrastructure Market Report 2013
3. Includes both Primary and Secondary equity
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