Aculab and NewVoiceMedia: Aculab’s software stack benefits NewVoiceMedia’s ContactWorld cloud solution Aculab Case Study The challenge Customer engagement is the business of NewVoiceMedia, so when it decided to develop a true cloud-based, contact centre sales and service platform, its expertise led it to an in-depth analysis of exactly what it needed for ContactWorld. In addition to bringing together both inbound and outbound capabilities within a comprehensive integration with Salesforce CRM, NewVoiceMedia’s specialised telephony software requirements for ContactWorld included: The solution Using Aculab’ s telephony software stack, NewVoiceMedia was able to develop a tightly integrated solution, with inbound and outbound calls interacting with individual Salesforce CRM records.

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