Tungsten gains new voice for contact centre

08 October 2018

Tungsten Network will use cloud-based contact centre technology from NewVoiceMedia for recording, reporting and routing customer calls.

London-headquartered Tungsten Network is a global electronic invoicing firm that provides supply chain financing services to 300,000 customers in 192 countries. Following a market evaluation, the company replaced technology from ShoreTel with NewVoiceMedia’s NVM platform which offers Salesforce integration, call recording and reporting capabilities, as well as global call routing architecture.

Kevin Braim, head of technical operations at Tungsten Network, says: “We wanted to improve our customer experience by deploying cloud contact centre technology with crystal clear voice quality and efficient Salesforce integration, as part of our long-term strategy.” 

According to the vendor, Salesforce computer telephony integration is central to NVM and that it blends effectively for better access to rich customer data from which contact centre agents can make personal connections through every channel.

The company adds that thanks to the platform’s Global Voice Assurance feature, Tungsten Network can route calls using the most efficient path, ensuring clear voice quality by making use of the telephony infrastructure local to the caller and the agent.

It says calls can be “easily” overflowed between regions to reduce wait time and maximise service levels, while reporting can be consolidated and simplified, giving the business a global or local view of performance statistics and reducing overheads.            

As we went to press, news emerged that US-based cloud-based communications services provider Vonage Holdings Corporation had agreed to acquire New Voice Media. In a brief online announcement, New Voice said that Vonage will pay an equity price of $350m in cash.