Connect with us

Top Stories

NEWVOICEMEDIA PARTNERS WITH VERINT TO HELP ORGANISATIONS ENHANCE CONTACT CENTRE MANAGEMENT AND CUSTOMER EXPERIENCE

NEWVOICEMEDIA PARTNERS WITH VERINT TO HELP ORGANISATIONS ENHANCE CONTACT CENTRE MANAGEMENT AND CUSTOMER EXPERIENCE

NewVoiceMedia,a leading provider of cloud contact centre and inside sales technology that enables businesses to have more successful conversations, has announced a partnership with Verint® Systems Inc.,a global leader in customer engagement optimisation solutions. As a new reseller, NewVoiceMedia will sell and support Verint Workforce Management, helping customers to gain unprecedented visibility into staffing, processes and work across their enterprise.

Verint Workforce Managementintegrates seamlessly with NewVoiceMedia’s ContactWorld platform, giving managers a single solution to plan, forecast and optimally schedule employees to match the workload across their omni-channel customer-serving departments, helping ensure agents with the most appropriate skills are made available at the right time, while also adhering to schedules. Service levels can be optimised as everyday use is simple and the upfront costs and burden on IT resources associated with traditional technology are removed. The combined solution supports globally distributed customer-serving departments from the cloud.

According to new research from DMG Consulting LLC¹, workforce management (WFM) is still the most important productivity tool for contact centres as companies seek to deliver a more personalised customer experience. Verint received a score of five out of five in several key product satisfaction categories in the firm’s 2017/2018 Workforce Management Product and Market Report.

“WFM is an essential productivity tool for front-office (contact centre) and back-office operating areas”, commented Donna Fluss, president, DMG Consulting. “It’s also necessary for companies that want to deliver an outstanding customer experience, because it’s designed to ensure a department has the proper number of resources with the right skills at the appropriate time”.

Jonathan Gale, CEO of NewVoiceMedia, commented, “We’re extremely pleased to announce our partnership with Verint, which will provide the choice of premium pre-integrated partners, together with the ease of use, efficiency and reliability our customers expect. This partnership comes at an important time as we accelerate our business internationally and is an excellent validation of our API strategy. With platform architecture that allows customers to integrate their communications channels with other systems, such as WFM, we are enabling businesses to get the most value out of their data while, crucially, improving decision making and processes to deliver more successful conversations, globally”.

ContactWorld is a multi-tenant intelligent communications platform that enables sales and service reps to have more successful conversations with their customers and prospects worldwide. Core call centre functionality such as omni-channel contact routing, self-service IVR, automated outbound dialling, screen pops and instantaneous CRM updates are provided with proven 99.999% platform availability.

Editorial & Advertiser disclosure
Our website provides you with information, news, press releases, Opinion and advertorials on various financial products and services. This is not to be considered as financial advice and should be considered only for information purposes. We cannot guarantee the accuracy or applicability of any information provided with respect to your individual or personal circumstances. Please seek Professional advice from a qualified professional before making any financial decisions. We link to various third party websites, affiliate sales networks, and may link to our advertising partners websites. Though we are tied up with various advertising and affiliate networks, this does not affect our analysis or opinion. When you view or click on certain links available on our articles, our partners may compensate us for displaying the content to you, or make a purchase or fill a form. This will not incur any additional charges to you. To make things simpler for you to identity or distinguish sponsored articles or links, you may consider all articles or links hosted on our site as a partner endorsed link.
Global Banking and Finance Review Awards Nominations 2021
2021 Awards now open. Click Here to Nominate

Recommended

Newsletters with Secrets & Analysis. Subscribe Now