Press Release

NewVoiceMedia, a leading global provider of cloud contact centre and inside sales technology that enables businesses to have more successful conversations, today announced that FCR Media Belgium NV has chosen its ContactWorld platform to enhance its customer service experience and sales performance throughout Belgium.

Following an independent market evaluation, Antwerp-based digital marketing agency FCR Media Belgium NV signed an agreement for ContactWorld to unify its customer service and sales functions onto a single platform. The company selected NewVoiceMedia’s inside sales and contact centre technology as part of its company-wide digitalisation programme for its deep integration with Salesforce, detailed insights, reporting and rich functionality, to offer the best possible experience to customers while improving the efficiency of its sales organisation.

The technology integrates seamlessly with Salesforce to ensure all customer interactions are tracked and service levels measured, providing the company with communications that are complementary to its new wall to wall implementation of Salesforce – Sales Cloud, Service Cloud, Salesforce CPQ, Salesforce billing, Salesforce Marketing Automation with Pardot and FinancialForce for all accounting.

With ContactWorld, the company’s customer service agents will benefit from immediate access to a customer’s entire history of interactions and inbound calls can be intelligently managed and routed, ensuring callers are connected to an agent who speaks their language and has the appropriate knowledge – improving handling time and customer satisfaction.

Furthermore, ContactWorld offers click-to-dial functionality, voicemail drop and call list automation to increase both inbound and outbound call activity, and FCR Media is able to easily turn Salesforce reports into dial lists which automatically refresh to push the hottest leads to the top – helping the company stay ahead of the competition by enabling it to respond quickly.

All advisors can log into the same system wherever they are, as all they need is a phone and internet connection, meaning they can work from multiple locations. The platform offers a real-time window into the entire contact centre operation, so advisors can be easily managed, and call recordings together with customisable reports allow the company to understand where improvement opportunities exist.

Allan Farrell, CIO of FCR Media Belgium, comments, “We wanted technology with a very strong Salesforce integration to quickly roll out across our entire organisation. NewVoiceMedia’s ContactWorld platform was the best choice for us, as validated by Deloitte Digital, who is our strategic partner for Salesforce, and it took just three weeks from our first meeting to signing the order. Our new partnership forms a key part of our “Cloud First” IT strategy digitisation programme and wall to wall Salesforce implementation from quote to cash. We have already broken some records in a very short time to market with Salesforce and are looking forward to doing the same with the implementation of ContactWorld. Most importantly we’re now looking forward to being able to respond to inbound leads within an hour while providing our clients with a reliable, consistent and personalised customer service experience”.

Scott Sampson, Chief Revenue Officer of NewVoiceMedia, adds, “We’re extremely pleased to be working with FCR Media and Deloitte Digital, to enable the company to drive a more effective sales team and offer an excellent customer service experience. Our intelligent communications platform enables sales and service reps to have much more successful conversations with their customers and prospects and as a true cloud environment, we also offer the company a flexible solution for growth and reduced capital investments”.