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®, 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 Management™ integrates 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 LLC[1], 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 dialing, screen pops and instantaneous CRM updates are provided with proven 99.999% platform availability.

[1]DMG Consulting LLC, “2017/2018 Workforce Management Product and Market Report”, March 2017