This CRM Review examines ContactWorld.
In-Depth CRM Review
CRM Category: Call Center Support – Cloud
Sub-Category: Contact Center Solutions
Seats: Small Enterprise
About the Company:
We developed our solution, ContactWorld, to provide contact centre technology as a true cloud service over the Internet, similar to the business models of Amazon, Google and salesforce.com. NewVoiceMedia clients benefit from enterprise- class contact centre functionality, at a fraction of the cost of traditional systems.
We invest in a network which delivers calls via your existing telephone infrastructure – maintaining high line quality. In addition, we use the internet to pass along previously collected information that relates the caller to your agent via a “screen-pop” to provide details on the caller.
Our clients range from small businesses with only a few people taking calls through to large corporations and multi-site contact centers with hundreds of agents.
About the Product:
ContactWorld for Sales and Marketing is tailored for organisations that want to contact their customers with personalized marketing campaigns and sales propositions.
Bringing sales and marketing closer together means companies can measure, monitor and execute campaigns with greater precision.
Give your team instant access to caller records in your CRM with screen pops to link the inbound call to the caller’s details.
Interactive Voice Response (IVR) technology gets a bad press. Poor experiences with endless menu options, confusing navigation and stilted messages have left a lasting impression with the customer, but now is the time to change that with NewVoiceMedia’s IVR solutions.
Click to Dial
Powerful integration with both marketing and sales automation means calling lists can be easily created for campaigns. Click-to-dial functionality means you can dial customers and prospects direct from their CRM record, removing dialing
errors and reducing time wasted between calls.
Prospects visiting your website are often the hottest leads you can get – make it easy for them to engage further with a simple click-to-call-back button. This automatically starts a call from your contact center to your web prospect – making it much easier for you to engage with potential new customers.
Choose the number you display to when outbound dialing. Present numbers that make sense to your customers, for example geographically when calling overseas and enhance your professional image.
Seamless integration with Salesforce gives the whole team, whether they are in the office or out on the road, complete access to customer data. Such depth of insight means your sales organisation can deliver sales pitches tailored to each individual customer, ultimately resulting in a higher conversion rate.
Post Call Surveys
Getting feedback directly from your customers is a great way to refine the marketing and sales experience. Post-call surveys mean you can ask your customers about their experience straight after an interaction – and see results instantly.
Whether your sales teams are office or field based, all calls (including mobile) can be recorded and attached to contact and lead records in your CRM. This provides easy access for complaint or dispute resolution and training.
Activity Tracking and Reporting
It’s easy to see who is available to take or make calls. Real-time dashboards and rich historical data mean you can see exactly how productive your team is – call volume, duration, success rates and conversion ratios.
“True” cloud architecture – everyone gets the latest features, 99.999% availability, robust security and disaster recovery.
Works with Mac and Windows; all you need is internet connectivty and a telephone.
For complete pricing details, please contact the company directly.
For a proper demo of this CRM solution:
For a proper demo of this CRM solution, please contact the company directly.
Rich’s View of ContactWorld:
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