Cloud contact centre vendor NewVoiceMedia has announced the integration of its ContactWorld solutions with Salesforce1 Mobile. Working seamlessly with the Salesforce1 Mobile App, all solutions now enable field sales and service agents to connect with customers and prospects worldwide from any location, transforming the experience for both the customer and agent.
With sales leaders increasingly investing in tools that enable sales reps to work smarter, coupled with a 46% increase in mobile budgets¹, it is vital that innovation is targeted around the support of mobile trends and the desire of sales and marketing leaders to drive efficiency in their functions.
This enhanced offering from NewVoiceMedia will vastly improve business efficiencies, particularly for field sales teams who need to contact and track customer or prospect communications on the move. The solution is simple and easy to use, as reps are able to dial contacts directly from the new Salesforce1 Mobile App, maximising the wealth of historical data they hold on customers and prospects to create a richer dialling experience. Furthermore, all inbound and outbound calls are automatically logged in Salesforce including access to call recordings, providing reps, administrators and supervisors with instant visibility on calls. This is invaluable for call reporting, training and quality management, alongside improved Salesforce adoption rates for field teams.
Matt Tuson, EVP Sales, comments, "Your sales team need to be where their customers and prospects are, and often this means being away from their desk. Our award-winning cloud customer contact platform now enables agents to work beyond the boundaries of the office, while benefiting from complete visibility of all sales activity, as customer data is turned into meaningful insight, driving sales effectiveness".
According to Forrester Research, Inc., the anytime, anywhere workers in the US and Europe grew from 15 percent to 29 percent of employees between 2011 and 2012. As stated in its '2013 Mobile Workforce Adoption Trends' report, 'The convenience of mobile devices sets the bar for what your mobile workforce expects. They want access to the Internet and to all their business tools from any location on any device. The rise of the anytime, anywhere workforce means that CIOs must think carefully and strategically... about implementing new systems of engagement'.
¹ CEB, 2013 – 2014 IT Budget Benchmark