ContactWorld for Service Reviews

1 Ratings
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Score 8.0 out of 100

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Emily Sullivan profile photo
January 23, 2019

Flexible CTI solution

Score 8 out of 10
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We were looking for a CTI solution for a resource call center we are setting up. A few project requirements, such as integration with Salesforce and allowing agents to work remotely with a flexible DID setup, led us to ContactWorld.
  • Cloud-based, flexible DID set up, and works with Salesforce
  • Easy call flow design
  • Excellent customer service
  • Flexible tiers of licenses that work for our budget
  • Third party implementation consult
  • British date format and time zone in U.S. market
  • No one answers their 800 number on their website
  • Report is not easy to read
  • Calls that were not answered wouldn’t make it to Salesforce report
It is a great CTI for call center solution if you are going to work with Salesforce. But if you are using ContactWorld standalone, it definitely is not an ideal solution. Quite some features are not supported by the standalone version, such as post-call survey and follow up call reminder, etc.
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ContactWorld for Service Scorecard Summary

Feature Scorecard Summary

Click-to-call (CTC) (1)
Warm transfer (1)
Interactive voice response (1)
Call tracking (1)
CRM software integration (1)
Recording (1)
Historical reporting (1)
Live reporting (1)

About ContactWorld for Service

ContactWorld for Service is a call center software offering from NewVoiceMedia. It is optimized for integration with Salesforce Service Cloud.
Categories:  Contact Center

ContactWorld for Service Technical Details

Operating Systems: Unspecified
Mobile Application:No