1. Guide to telephony for
Salesforce® and Desk.com
Improve sales & service using Salesforce®
to place and receive calls
By Mark Dunn for NewVoiceMedia
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2. It’s not easy for small businesses; recession,
stingy banks and growing competition.
Small businesses have to work harder than ever to achieve
growth, attract customers, cut costs and find enough
management time. At the same time, they face competition
from their peers and larger rivals and this puts pressure on
margins and spurs the need for improved sales and better
customer service.

3. Forget the doom and gloom, there is a huge
opportunity for forward-thinking businesses
to outfox their competitors: cloud computing.
Already, half of all small and medium-sized
businesses (SMBs) agree that it is going to
become more important for businesses like
theirs, according to research by Microsoft1
.
1. http://www.microsoft.com/global/en-us/news/publishingimages/images/press/2011/infographic_SMBCloud_lg_Page.jpg
2. http://www.google.com/enterprise/apps/business/
Cloud computing gives you the ability to outsource IT
services to companies who deliver them over the internet.
For example, five million companies already use Google
Apps for Business2
for their corporate email, online
collaboration and office applications. Instead of buying
packaged software, users access cloud applications through
a web browser.
There are many applications of cloud computing, including
customer relationship management, project planning and
team collaboration. In this whitepaper we’re looking at
cloud communications platforms, such as NewVoiceMedia’s
ContactWorld, as used in sales, marketing, customer support
and contact centres.
Every silver lining
has a cloud

4. Communications are an essential part of every
business. Inbound and outbound phone calls
are an essential part of sales, marketing and
customer support but a new phone system is a
major investment.
A traditional on-premise system is not easily scalable: there
is a risk of overspecifying and paying too much now for
capabilities you may need in the future or underspecifying
and outgrowing what you bought too soon. Also, advanced
systems, even for small sales teams or contact centres, can
be difficult to program and, as a result, unresponsive to the
changing needs of your business.
Even flexible systems can be user-unfriendly with promised
features remaining inaccessible behind a wall of menu
options. When so much depends on efficient, flexible phone
communications, these problems are more than challenges,
they are business-killers, or if you make the right decision,
winning business solutions.
Communications challenges

5. NewVoiceMedia’s ContactWorld QuickStart
provides a cloud-based communications platform
which integrates with Salesforce® and Desk.com®
giving you incredible insight and management.
It takes care of all the call routing, recording,
interactive menus and technology using an
internet-based system.
Staff can use it from any phone, even a mobile or a home
landline. They just log in via a web interface and incoming
communications are routed directly to the right person.
This allows it to act as a company switchboard, call routing
system for customer support, smart PBX for inbound and
outbound sales calls and even a fully-fledged contact centre
system, regardless of the size of your business.
The NewVoiceMedia solution

6. Switching to NewVoiceMedia’s cloud
communications platform brings immediate
business benefits, including:
More flexible, more productive employees.
Because ContactWorld enables more flexible working patterns, it gives
you an opportunity to hire staff from a wider talent pool and offer them
more productive, happier working conditions. For example, it makes it
easy to let staff work from home, which many people prefer, or work in
multiple offices so you can recruit in different areas.
Improved marketing.
Companies using ContactWorld can be more responsive to leads
and opportunities. It lets them set up dedicated phone numbers for
marketing campaigns, prioritise incoming calls based on lead scoring
software and route leads to the best-qualified staff or to people who
speak the caller’s language. By integrating NewVoiceMedia with
Salesforce® or Desk.com®, you can even give top customers VIP
treatment, such as jumping them to the head of the call queue.
More flexible, more productive employees.
ContactWorld also helps turn effective marketing into actual sales,
maximising revenue from each inbound call. Interactive menus ensure
that the right calls go to the right people. For example, insurance
companies can send renewal customers to one team of agents and
new business to another team. This kind of sophisticated call routing
is more efficient and profitable than leaving incoming calls to chance
and whoever happens to pick up the ringing phone. ContactWorld is
equally helpful for outbound sales calls with click-to-dial straight from
the user’s computer with Salesforce® integration.
• •
•
The easy way to manage your telephony

7. Simplified secure payment.
When it comes to actually taking payment, ContactWorld PCI lets
companies take credit card payments on the phone in a secure, PCI-
compliant way using an automated mid-call system. This ensures that
customers get a consistent, high-quality experience with much less
risk of sales falling through because of mistakes in card processing.
Because it doesn’t require employee training or vetting, it’s quick and
easy to set up.
•
Happier customers.
Small companies find it easy to give customers the personal touch
but as they grow, it gets more difficult. ContactWorld can automate
many aspects of good customer service, especially in conjunction with
Salesforce®. It ensures customers are routed efficiently to people who
can help them, get personalised recognition and their interactions with
the company are recorded.
•

8. Because ContactWorld uses cloud computing
technology, it delivers huge advantages
compared to a traditional on-premise system.
Less need for IT support.
Because there is less hardware and software to buy, install and
manage, backup and fix, ContactWorld costs less to set up and
support. There’s no need to hire expensive phone system consultants
or external IT support either.
Align costs to headcount.
You pay for ContactWorld on a per-user, per-month basis. So if your
headcount increases, you can easily support more people.
Reduced capital expenses.
Because there is no on-premise hardware or software to buy, you pay
for ContactWorld out of operating costs, not the capital budget. This
makes it more affordable, especially when budgets are tight. It also
reduces the barriers to switching because there isn’t a huge
up-front cost.
Increase productivity and support new
working patterns.
Calls can be routed to employees in any location, providing they have
a working phone and a computer with an internet connection. This
makes it very easy to support home working and flexible working
patterns. There is strong evidence that this increases employee
productivity and loyalty3
.
Support multiple sites.
ContactWorld’s flexibility also makes it much easier to work from
multiple locations or move office without interruption to
customer service.
In-built disaster recovery and business continuity.
Quickly and effortlessly switch between locations, phones and devices
whilst staying online, available and in-business.
• •
•
•
•
•
Communications in the cloud
3. http://www.marketplace.org/topics/business/freakonomics-radio/can-working-home-increase-productivity

9. Improved security
If you take credit cards over the phone, for example when customers
place orders, it’s reassuring to know that NewVoiceMedia is PCI-DSS
Tier 1 accredited, which means it has the highest possible level of
security accreditation. ContactWorld has the option of in-call credit card
processing so you can outsource that as well.
Improved reliability.
On-premise systems are vulnerable to power cuts, hardware and
software problems as well as natural disasters, theft and accident.
However, ContactWorld uses three separate data centres to ensure a
high level of reliability and availability, backed by a 99.999%
availability guarantee.
Increase productivity and support new
working patterns.
Businesses change and you need a phone system that can keep up.
For example, if you run an advertising campaign you might want to
publish a special number or prioritise incoming calls for a new product.
ContactWorld lets you update call plans easily and messages from a
web interface without any specialist knowledge.
In addition, there are all the benefits of outsourcing anything to outside
specialists. They can achieve efficiencies of scale that are impossible
for individual companies. For example, they can afford to hire technical
experts and invest in the latest technology. This levels the playing
field for small companies when they go up against their larger rivals
because they can now have access to the kind of advanced IT that
was previously only available to the big boys. And it leaves you free to
concentrate on building the business.
•
•
•
Record time for changing and IVR: 90 seconds

10. Unlike most on-premise communications
technology, companies can be up and running
with ContactWorld in anything from a few hours
to a couple of weeks. There’s no hardware to
install and no software to integrate.
Our professional services team can set the system up so
that it works for your business and train your staff to update
it and tailor it. The result is a fast and decisive improvement
in the way a business communicates with its customers
and prospects as well as a huge increase in the level of
insight and management data, for those with tough reporting
schedules.
You shouldn’t have to spend a fortune on your phone
system and you shouldn’t have to become a contact centre
technology expert to improve marketing, sales and support.
Thanks to advanced cloud technology, NewVoiceMedia’s
ContactWorld gives smaller and growing businesses access
to big-company communications technology, with all the
benefits of cloud computing.
It’s time to focus on building a better business and let
someone else worry about building a better
communications platform!
Quick and easy

11. NewVoiceMedia powers customer connections that
transform businesses globally. The leading vendor’s award-
winning cloud customer contact platform revolutionises the
way organisations connect with their customers worldwide,
enabling them to deliver a personalised and unique
customer service experience and drive a more effective
sales and marketing team.
For more information visit www.newvoicemedia.com
About NewVoiceMedia
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US +1 (855) 534-2888
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