Member Article

NewVoiceMedia secures $35m Series C investment to accelerate global expansion

NewVoiceMedia, a global provider of cloud contact centre solutions, has secured $35m in a Series C round of funding led by new investor Bessemer Venture Partners (BVP) and joined by existing shareholders Highland Capital Partners Europe, Eden Ventures and Notion Capital.

The investment will help fuel the company’s international growth and closely follows the opening of its new regional headquarters in North America and Asia Pacific. The business is growing at more than twice the rate of the rapidly expanding cloud contact centre market according to industry analyst DMG Consulting, and has doubled its number of staff over the last year to meet increased demand for its technology.

NewVoiceMedia’s market-leading cloud 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. The company now serves thousands of agents in 30 countries on five continents, including Parcelforce, QlikView, DPD, SHL Group and Topcon Positioning Systems.

Alex Ferrara, partner at Bessemer Venture Partners, comments, “We have been interested in the potential that an emerging player has to disrupt the massive contact centre market globally. NewVoiceMedia really stood out to us with its full suite of true cloud, multi-tenant, contact centre capabilities, built entirely in-house. Combined with a clear vision, strong leadership and relentless focus on excellent customer service, their unique approach has laid the foundation for extremely rapid growth.

“Bessemer Venture Partners believes cloud computing is the most significant trend in the software industry of the decade. We are actively seeking to expand our portfolio of European cloud vendors and consider businesses with a compelling proposition, at all stages – from seed to growth”.

Jonathan Gale, CEO of NewVoiceMedia, comments, “It’s an exciting time to be involved in the contact centre industry as it transitions rapidly to the cloud, as the CRM software market did led by Salesforce. Traditional on-premise contact centre technologies, with their closed and expensive solutions, are in decline – replaced by more flexible, available and integrated cloud solutions that are driving an evolution in customer services. All of our investors share our commitment to our mission as we continue to innovate ahead of the competition and further increase international adoption of our world-class solution”.

Jim Hinson, director ­of Technical Support at Topcon Positioning Systems, comments, “NewVoiceMedia has offered us an outstanding service – from its fast deployment, to subsequent support and its trust site where performance data is publicly available. Its ContactWorld solution has enabled us to deliver an intensely personalised service, thereby enhancing the customer experience, while improving satisfaction in our contact centres. We now have fully scalable telephony and the flexibility to handle calls from any location”.

This was posted in Bdaily's Members' News section by NewVoiceMedia .