NewVoiceMedia adding real-time Internet search to contact center platform

NewVoiceMedia has filed a patent for a product that contact center reps can use to gather customer information from the Internet in real-time, promising a big change in the call center experience. The U.K.-based company said the technology will allow agents to make use of real-time social media information as customer calls come in.

The patent, filed in the United Kingdom by NewVoiceMedia founder Richard Pickering, uses caller data to execute a search query using internal data repositories, partner sources, public services (like Experian) or other external resources like Google or Microsoft Bing. Results are then used to deliver targeted information to the receiving agent.

"This integration... will enable our customers' agents to quickly access huge amounts of callers' data from internal databases and the Internet," said Pickering. "Since many major social networks are now accessible to search engines such as Google and Bing, recent social media comments from or about the calling customer could be used to identify potential issues and opportunities enabling agents to be one step ahead of the game and offer a truly unique customer experience."

NewVoiceMedia's ContactWorld is an enterprise-class contact center based in the cloud. It counts customers in 14 countries on 5 continents.

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