April 28, 2014
NewVoiceMedia Integrates Salesforce1 Mobile with its ContactWorld Solution
By Michael Guta
TMCnet Contributing Writer
According to Gartner (News - Alert), the smartphone versus feature phone tipping point was reached in the second quarter of 2013, and by the end of the year a total of 968 million smartphones, out of a total 1.8 billion mobiles, were sold to end-users. Another report released by IDC (News - Alert) says 87 percent of connected devices sales will be tablets and smart phones by 2017. These are two very significant data points that highlight the importance of fully understanding how this technology can be exploited by organizations to engage everyone across the value chain to improve overall operations.
One department in an organization that can really take advantage of the opportunities mobile technology provides is sales. NewVoiceMedia, provider of cloud contact center solutions, has launched the integration of its ContactWorld platform with Salesforce1 Mobile to transform sales and service performance.
Salesforce1 is a customer platform that connects users to their company data anytime/anywhere no matter what device they use. The flexibility it provides is one of the reasons NewVoiceMedia (News - Alert) integrated this platform to ContactWorld, and now field sales and service agents will be able to connect with customers and prospects globally.
Sales reps are always on the move, and, in the past being away from their desk resulted in delayed communication between them, their customers and prospects, which meant sometimes losing customers and potential sales. The cloud customer contact platform overcomes this shortcoming by enabling agents to break free from the boundaries of the office and gain access to complete visibility of all sales activity no matter where they are. It provides access to accounts, contacts, leads, opportunities, activities, quotes, orders, and analytics. This includes data that has been turned into actionable insight to increase sales.
The Salesforce1 Mobile App, which is part of the solution, simplifies the way sales reps can dial, talk, and store every interaction they have with their customers so it can be accessed quickly by reps, administrators and supervisors for instant visibility. This information can be used to train potential recruits, call reporting and quality management.
Mobile technology has introduced the anytime, anywhere worker into the workforce, and they are increasingly making a large percentage of employees in the US and Europe. According to Forrester (News - Alert) Research, the number has increased from 15 percent in 2011 to 29 percent in 2012, making up almost one third of employees in these regions. The primary driver for this increase is mobile technology, and more employees are looking for this option when searching for a job because of the flexibility, efficiency and earning potential it provides.
Edited by Maurice Nagle