The call center is in the process of transformation, and this evolution is creating a demand for more ‘evolved’ solutions. In response to this trend, NewVoiceMedia (News - Alert) has released a call center solution that is not just cloud-based but directed toward a market segment that at times is neglected—SMBs.
ContactWorld was initially released in 2013 to aid sales and customer service interactions with customers and prospective customers. Equipped with outbound and inbound call features, call recording, click-to-dial as well as WebRTC functionality, ContactWorld is a versatile and well rounded offering.
This week signaled the release of ContactWorld Quickstart, a call center solution aimed at offering SMBs the same functionality as the enterprise for its customer service needs. Quickstart was also released with an upgraded Plus version that is comprised of the above mentioned features and can support up to 25 users (with the option to upgrade to ContactWorld), provides agents with pop-up screens displaying customer history, and various call functionalities.
Tim Pickard, chief marketing officer at NewVoiceMedia describes the solution as a good fit for those firms of medium-size that are growing, and will one day require an enterprise solution—such as, ContactWorld.
Pickard explains the Plus solution offers, “Much greater sophistication around telephony and queuing,” and when it comes to its WebRTC functionality he illustrates that is has been, “proven in a commercial setting," and is easily setup and won’t cause IT headaches.
The company has yet to release pricing information, but assures the cloud-based call center solution will be cost friendly.
The cloud provides the opportunity to remove bulky, costly onsite hardware in exchange for easily obtainable software upgrades/updates and scalability. The future is in the cloud, as it is confirmed with each new innovation and improvement to business processes as a result of these extremely functional, reliable and cost effective offerings.
Edited by Dominick Sorrentino