NewVoiceMedia, a leading global provider of cloud contact centre and inside sales technology that enables businesses to have more successful conversations, is outperforming the rapidly expanding cloud contact centre market twofold, reporting a revenue compound annual growth rate of 49 percent and 55 percent growth in seats over the last five years.
In the 2016-2017 Cloud-Based Contact Center Infrastructure Market Report from DMG Consulting LLC¹, the firm estimated that the number of seats in the cloud-based contact center infrastructure market would grow by 23 percent in 2016, 23.5 percent in 2017 and 2018, and 24 percent in 2019 and 2020.
NewVoiceMedia has also reported international bookings growth of 55 percent in FY 2017 and now serves more than 650 customers spanning six continents including MobileIron, Lumesse, Vax, FlixBus, JustGiving and Canadian Cancer Society. Its cloud contact centre and inside sales platform delivers more successful conversations to help organisations worldwide build a more personal relationship with every customer and prospect. The technology joins up all communications channels without expensive, disruptive hardware changes and plugs straight into an organisation’s CRM platform for full access to hard-won data.
NewVoiceMedia continues to attract new customers through exciting technological developments and recently launched industry-leading global call routing architecture that dramatically raised the bar on call quality for organisations running contact centres in multiple geographies. The enhanced global communications network optimises contact centre management and operations, ensuring the highest quality customer experience through the ability to effectively route calls across the world with better visibility of agent productivity and centralised management reporting. With 40 percent of agents using NewVoiceMedia’s technology based outside their contact centre’s home country, this enhancement could impact as much as half of the world’s global agents.
Furthermore, the company has been recognised by some of the most prestigious awards programmes in the industry. It was recently named by Forbes as one of the world’s top private cloud companies and honoured in the Sunday Times Hiscox Tech Track 100, an annual league table which ranks Britain’s private technology, media and telecoms companies with the fastest-growing sales.
As part of NewVoiceMedia’s commitment to international expansion, the firm opened an office in Dallas to provide a central base of operations for professional services and customer support in North America, and more recently opened an office in Munich.
This closely followed its formation of legal entity NewVoiceMedia GmbH and the appointment of a new senior leader to oversee continued rapid growth in Germany.
Jonathan Gale, CEO of NewVoiceMedia, comments, “We enjoyed another year of incredible international expansion throughout FY 2017 and are proud that our cloud contact centre and inside sales platform is revolutionising customer communications on a global scale. Given our commitment to driving innovation, market position and momentum, together with a $23 billion market opportunity, we look forward to continuing our growth trajectory this year while helping our global customer base have more successful conversations with their customers and prospects; fuelling their growth through improved productivity and their ability to offer a better, more emotive, customer experience”.
¹ DMG Consulting LLC, “2016-2017 Cloud-Based Contact Center Infrastructure Market Report”