American Public Media Group uses NewVoiceMedia to dial up service quality with dynamic call routing

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APMG has deployed ContactWorld for Service, NewVoiceMedia’s customer communications platform, to enhance its customer experience.

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NewVoiceMedia, a leading provider of cloud technology that helps businesses sell more, serve better and grow faster, today announced a new contract with American Public Media Group (APMG), a premier producer and distributor of public radio programming. APMG has deployed ContactWorld for Service, NewVoiceMedia’s customer communications platform, to enhance its customer experience.

As an organisation with more than 49 public radio stations across five U.S. states, APMG required a phone system that could correctly route inbound calls from members and listeners to the most appropriate agent. It needed a system that was efficient and able to maintain quality connections regardless of location.

ContactWorld for Service provides advanced contact centre capabilities like dynamic call routing, intelligent IVR and customer-agent visibility. Its deep Salesforce integration allows the solution to work in collaboration with the CRM platform to provide better customer context to service agents.

“NewVoiceMedia supports the automation of our incoming calls, and because we are able to programme dynamic call flows based upon the numbers called, time of the day and customer attributes, it helps our staff to respond efficiently to those calls and provide excellent customer service to our members and listeners”, said Rajesh Kapur, director IT business systems for American Public Media Group.

“ContactWorld is a flexible platform that can mold to fit the needs of any business”, said Jonathan Gale, CEO of NewVoiceMedia. “Our solution creates engaging customer experiences for both inbound and outbound call traffic, even if it is across state, county, or country lines”.

For more information about NewVoiceMedia’s technology, visit

About NewVoiceMedia
NewVoiceMedia powers customer connections that transform businesses globally. The leading vendor's award-winning cloud customer contact platform revolutionises the way organisations connect with their customers worldwide, enabling them to deliver a personalised and unique customer service experience and drive a more effective sales team. With a true cloud environment and proven 99.999% platform availability, NewVoiceMedia ensures complete flexibility, scalability and reliability.

Spanning 128 countries and six continents, NewVoiceMedia's 600+ customers include PhotoBox, MobileIron, Lumesse, JustGiving, Canadian Cancer Society and Wowcher. For more information visit or follow NewVoiceMedia on Twitter @NewVoiceMedia.

American Public Media Group American Public Media Group (APMG) is the largest station-based public radio organisation in America, combining multi-regional station operations, national programming creation and distribution as well as innovative digital, social and mobile services in one organisation. 19 million listeners tune in weekly to APMG’s national programming and regional stations on nearly 1,000 radio stations nationwide. American Public Media (APM), the national production and distribution arm of the organisation, is one of the largest in the world with a portfolio that includes A Prairie Home Companion®, BBC World Service, Marketplace®, and the leading classical music programming in the nation. Supported financially by contributions from individual donors, sponsors, philanthropic foundations and the Corporation for Public Broadcasting (CPB), APMG’s regional operations include Minnesota Public Radio, a 45-station radio network serving nearly all of Minnesota and parts of surrounding states and Southern California Public Radio, a four-station network serving Los Angeles, Orange County, Ventura County and the Inland Empire. Launched in 2014, the Infinite Guest podcast network includes diverse offerings from best-selling authors to the best food, culture and comedy shows featured on public radio. APM’s lifestyle classical music stream, YourClassical, packages classical music in an unconventional and innovative way with streams suited for life’s biggest moments and everyday situations. Source: Data are copyright Nielsen Audio. Data are estimates only.

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Nicola Brookes
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