4.5 / 5 53 reviews

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

53 reviews
  • 4.5 / 5
  • 4.5 / 5
    Ease of Use
  • 5 / 5
    Customer Service
  • 4.5 / 5
  • 4.5 / 5
    Value for Money

Product Details

  • Starting Price
  • Free Version
  • Deployment
    Installed - Mac
  • Training
    In Person
    Live Online
  • Support
    24/7 (Live Rep)

Vendor Details

  • NewVoiceMedia
  • Founded 1992

About This Software

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, through email, and via social channels. NewVoiceMedia offers ContactWorld, a global cloud communications platform with guaranteed 99.999 percent platform availability.

  • Archiving
  • Auto Dialer
  • Auto-Dialing
  • Blended Call Center
  • Call Center
  • Call Center Management
  • Call List Management
  • Call Logging
  • Call Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Call Sharing
  • Campaign Management
  • Channel Management
  • Commission Management
  • Contact Management
  • Contract Management
  • Customer Database
  • Customer Engagement Center
  • Dashboard
  • Data Management
  • Distributed Call Recording
  • Email Marketing
  • Escalation Management
  • Event Triggered Recording
  • Field Sales Management
  • File Transfer
  • Help Desk Management
  • Hotkeys
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbound Reporting
  • Instant Retrieval
  • Knowledge Base
  • Lead Capture
  • Lead Distribution
  • Lead Management
  • Lead Scoring
  • Live Chat
  • MIS Reporting
  • Manual Dialer
  • Multi-Part Conferencing
  • Multiple Scripts
  • On-Demand Recording
  • Open Database Design
  • Opportunity Management
  • Outbound Call Center
  • Outbound Reporting
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Predictive Dialer
  • Premise-Based Call Center
  • Progressive Dialer
  • Proposal Generation
  • Quality Management
  • Queue Manager
  • Recording Bookmarking
  • Referral Tracking
  • Sales Forecasting
  • Scheduled Recording
  • Screen Activity Recording
  • Survey Management
  • Telemarketing Management
  • Territory Management
  • Text to Speech
  • Video Call Recording
  • Virtual Call Center
  • VoIP
  • Voice & Data Integration
  • Voice Customization
  • Voice Mail

ContactWorld Latest Reviews

Automatically translated. Show original review

Level of support & relationship with NVM developed hugely - great centralisation support

5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: The Contactworld software, integrated with our Query Management software was a significant enabler for step change from 10 Customer Service Centres nationwide, to virtual centralisation and latterly to full centralisation. It has allowed us to unlock the capacity we have and optimise resources to give the best possible Service Level to our customers.

Cons: Colleagues with previous experience of other software / telephony systems have found some of the functionality / features to be a bit 'behind'. This was one of the reasons for our recent up-grade to the UCD platform, which should have resolved some issues.

Automatically translated. Show original review

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

4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: 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.

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.