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News Release

NewVoiceMedia leverages the Twilio communications platform to reshape the modern contact centre
Released: 14th November 2013
Publisher: NewVoiceMedia

Cloud contact centre vendor NewVoiceMedia announces a strategic agreement with cloud communications leader Twilio to further accelerate deployment, improve usability and enhance the customer experience. The partnership will be officially launched on November 20th with an attempt to set a new world record for building a contact centre in less than 30 minutes, complete with full telephony infrastructure, call flow, ACD, WebRTC delivery and intelligent routing capabilities.

The agreement strengthens NewVoiceMedia’s telephony capabilities in North America and supports further growth in the region. The company will benefit from inbound and outbound routing from Twilio’s network – an instant, agile cloud telephony infrastructure that will enable the business to deliver its market-leading solutions to customers across the world even more quickly. NewVoiceMedia’s ContactWorld integrates seamlessly with Twilio to offer scalable, robust and reliable telephony globally through a single platform.

NewVoiceMedia’s solutions are instantly deployable and provide unique and patented routing capabilities, enabling businesses of all sizes to deliver a personalised and unique customer experience, quickly and securely. Speed of deployment is critical, as NewVoiceMedia ensures customers are delivering added value to their organisation as soon as possible.

NewVoiceMedia is rapidly expanding throughout North America having recently benefited from $35m in a Series C round of funding led by Bessemer Venture Partners. The business is growing at more than twice the rate of the rapidly expanding cloud contact centre market and now serves thousands of agents in 40 countries on five continents, including Parcelforce, QlikView, DPD, SHL Group and Topcon Positioning Systems.

Jonathan Gale, CEO of NewVoiceMedia, comments, “We’re delighted to announce our partnership with Twilio to enable faster deployments for our customers’ telephony infrastructures and acceleration of our technology into live customer environments. Our true cloud solutions are available, secure and scalable and we’re continually tapping into major technological developments to ensure every customer interaction is a great experience”.

Twilio Chief Revenue Officer Bobby Napiltonia comments, “We’ve been hugely impressed with NewVoiceMedia’s suite of multi-tenant cloud contact centre solutions and the customer experience they create. NewVoiceMedia is in the process of disrupting one of the biggest technology markets in the world and we are very excited to be supporting its rapid expansion and helping shape the future of business communications”.

The world record attempt will take place on Wednesday November 20th from 12pm at Twilio’s San Francisco headquarters. Visit to find out more and register to attend.

Further information (external website)

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Published by: IT Analysis Communications Ltd.
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