• September 14, 2015

NewVoiceMedia to Launch Vision for Sales and Service, Powered by Salesforce Wave

NewVoiceMedia, a provider of cloud technology, today began a pilot of two NewVoiceMedia Vision apps: Vision for Sales and Vision for Service. Powered by theSalesforce Wave Analytics Platform, these apps allow business users to deliver instant, deep analytics about customer communications.

With Vision for Sales, salespeople can access information like revenue driven per rep, call, or vertical; cost per rep or opportunity; and other performance metrics. The solution delivers a panoramic view of the sales organization.

Vision for Service provides internal information about agent productivity and cost-to-serve, offering insight into customer experience. The solution assembles information like wait time, abandon rates, transfer percentages, and number of first-contact resolutions to give users a window into the quality of their customer service.

"Both sales and service are, at their deepest level, about forming a positive customer experience," said Jonathan Gale, CEO of NewVoiceMedia, in a statement. "Vision apps were designed to allow users to deliver the best possible experience. With the power of the Salesforce Wave Analytics Platform, we're able to provide our customers with a complete, panoramic picture of how the organization is operating so they can make smarter, more strategic decisions about how to operate more efficiently and effectively."

"The Wave Analytics Platform allows every business user to explore and share data, uncover new insights, and take action instantly from anywhere," said Stephanie Buscemi, chief operating officer of Analytics Cloud at Salesforce, in a statement. "NewVoiceMedia is among the first ISVs to extend the Wave Platform and deliver analytics apps, which will enable companies to make every business process and customer interaction more data-driven and move their business forward faster."

The new Vision solutions will be available to NewVoiceMedia's ContactWorld for Sales and ContactWorld for Service customers.


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