Check back here from the 6th of March 2017 for access to all the documentation on the features included in this release.
Performing at Scale
As your organization grows, fine tuning teams and systems to perform at their peak can feel like a constant task. At NewVoiceMedia we want to make this as easy and simple as possible for you by including in our releases a number of features designed to aid configuration and system management for organizations of all sizes.
ContactWorld for Sales | ContactWorld for Service | |||||||
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Express | Essentials | Select | Premium | Express | Essentials | Select | Premium | |
Agent Session Management | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
Absolute Priority | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
Self-Service with Salesforce | ✓ | ✓ |
Maximizing Team Efficiency
In every release we aim to bring you new features that help you and your teams to focus on doing what you do best - whether that’s smashing sales targets or delivering excellent customer service - rather than managing technology.
ContactWorld for Sales | ContactWorld for Service | |||||||
---|---|---|---|---|---|---|---|---|
Express | Essentials | Select | Premium | Express | Essentials | Select | Premium | |
Intended State | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
Enforced Disposition Codes | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
Improving User Experience
The easier it is for your agents to do their job, the better the customer experience. With this in mind we include a section in every release that focuses on removing barriers to information, streamlining processes and improving the agent interface.
ContactWorld for Sales | ContactWorld for Service | |||||||
---|---|---|---|---|---|---|---|---|
Express | Essentials | Select | Premium | Express | Essentials | Select | Premium | |
New ContactWorld Homepage Experience | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
Salesforce Lightning Support for Agents | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
Dynamic Overflow Routing | ✓ | ✓ | ✓ | ✓ |
Intelligent Communications Platform
At the forefront of the service we provide is the revolutionary cloud technology that forms the infrastructure of ContactWorld. Along with ongoing work to maintain our hinegh level of service, we have been working on using more sophisticated tools and improving global capabilities.
ContactWorld for Sales | ContactWorld for Service | |||||||
---|---|---|---|---|---|---|---|---|
Express | Essentials | Select | Premium | Express | Essentials | Select | Premium | |
Insights API | ✓ | ✓ | ✓ | ✓ | ||||
SMS | ✓ | ✓ |