Market Overview

Tungsten Network Selects NewVoiceMedia as Contact Center Partner to Transform Service Experience for Global Customer Base


a leading provider of cloud contact center and inside sales solutions,
announced today that Tungsten Network has selected its NVM Platform to
better serve its global customer-base by delivering exceptional, emotive

Tungsten Network, a secure business transaction network, signed an
agreement with NewVoiceMedia to provide a state-of-the-art experience
for its 300,000 customers in 192 countries, while improving its sales
performance, operational efficiencies and team productivity. Following a
market evaluation, the company replaced technology from ShoreTel with
NewVoiceMedia's platform, for its Salesforce integration, call recording
and reporting capabilities, together with its global call routing
architecture, Global
Voice Assurance

Salesforce CTI integration is central to the NVM Platform, enabling
businesses like Tungsten Network to create customer experiences that
help them serve better and sell more. NewVoiceMedia's solution
integrates effectively, for better access to rich customer data, from
which agents can make personal connections through every channel.

With GVA, 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. The company can easily
overflow calls between regions to reduce customer wait time and maximize
customer service levels, while reporting can also be consolidated and
simplified, giving the business a global or local view of performance
statistics and reducing administrative overheads.

Kevin Braim, Head of Technical Operations at Tungsten Network, comments,
"We wanted to improve our customer experience by deploying cloud contact
center technology with crystal clear voice quality and efficient
Salesforce integration, as part of our long-term strategy. We are
looking forward to enhancing our customer satisfaction with
NewVoiceMedia's cloud contact center platform, to deliver exceptional
customer experiences, across our global business."

Chris Haggis, SVP Customer Success at NewVoiceMedia, adds, "We are now
living and working in the Age of Customer Experience where organizations
are increasingly being defined by customer delight. We are pleased to
have been selected as an important partner of Tungsten Network as it
seeks to compete on customer experience and I look forward to seeing the
company make this transformation for its growing customer base."

For more information about NewVoiceMedia, visit

Salesforce and others are among the trademarks of, inc.

- ENDS –

About NewVoiceMedia

is a leading global provider of cloud contact center and inside sales
technology that enables businesses to create exceptional, emotive
customer experiences to serve better and sell more.

Its award-winning platform joins up all communications channels without
expensive, disruptive hardware changes and plugs straight into your CRM
for full access to hard-won data. With a true cloud environment and
proven 99.999% platform availability, NewVoiceMedia ensures complete
flexibility, scalability and reliability.

NewVoiceMedia's 700+ customers include Canadian Cancer Society, Ebury,
FCR Media, FlixBus, JustGiving, Kingston University, Lumesse, Paysafe
and Vax. For more information, visit
or follow NewVoiceMedia on Twitter @NewVoiceMedia.

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