SAN FRANCISCO, CA--(Marketwired - Apr 14, 2015) - NewVoiceMedia, a leading global provider of omni-channel cloud customer contact technology, today announced it has sponsored a comprehensive study from Ventana Research, which will investigate the role of customer self service in improving company efficiency and customer satisfaction. The benchmark will delve into which systems businesses use to manage customer interactions and why companies prefer certain solutions over others.

Ventana Research will assess the way customers use support channels, the way organizations understand their customers' needs and how best to meet them. They will also evaluate the different considerations that contribute to a company's decision to change its customer service procedures and the business cases that would justify such a change.

"We're thrilled to be involved with this latest Ventana Research benchmark," said Tim Pickard, SVP of Marketing at NewVoiceMedia. "Our top priority is to deliver cloud customer contact solutions that best serve our customers' needs, so research that gives us insight into their motivations and ways of operating is invaluable to us. Understanding how our client companies approach customer service helps us continue to develop our suite of true cloud solutions to offer the very best possible technology."

"Consumers have changed the ways in which they expect to engage with companies," said Richard Snow, VP and Research Director at Ventana Research. "While long-established channels such as the telephone, email and company websites are still the most used, many consumers now prefer to use text messages, online chat, social media and applications on their mobile devices. As a result, companies have had to add support for the many (and increasing) channels of engagement; ignoring this exposes them to the risk that some customers will choose not to do business with them. Our benchmark research will help shine a light on the best practices and methods to support those channels."

Find out more and participate in the benchmark research, here.

For more information about NewVoiceMedia, visit

About NewVoiceMedia
NewVoiceMedia powers customer connections that transform businesses globally. The leading vendor's award-winning cloud customer contact platform revolutionizes the way organizations connect with their customers worldwide, enabling them to deliver a personalized and unique customer service experience and drive a more effective sales and marketing 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 400+ customers include Topcon, PhotoBox, MobileIron, TNT, Lumesse, Qlik, JustGiving, Canadian Cancer Society and Wowcher. For more information visit or follow NewVoiceMedia on Twitter @NewVoiceMedia.

About Ventana Research
Ventana Research is the most authoritative and respected benchmark business technology research and advisory services firm. We provide insight and expert guidance on mainstream and disruptive technologies through a unique set of research-based offerings including benchmark research and technology evaluation assessments, education workshops and our research and advisory services, Ventana On-Demand. Our unparalleled understanding of the role of technology in optimizing business processes and performance and our best practices guidance are rooted in our rigorous research-based benchmarking of people, processes, information and technology across business and IT functions in every industry. This benchmark research plus our market coverage and in-depth knowledge of hundreds of technology providers means we can deliver education and expertise to our clients to increase the value they derive from technology investments while reducing time, cost and risk.

Ventana Research provides the most comprehensive analyst and research coverage in the industry; business and IT professionals worldwide are members of our community and benefit from Ventana Research's insights, as do highly regarded media and association partners around the globe. Our views and analyses are distributed daily through blogs and social media channels including Twitter, Facebook, LinkedIn and Google+. To learn how Ventana Research advances the maturity of organizations' use of information and technology through benchmark research, education and advisory services, visit

Contact Information:

Media Contact
Shauna Roberts
BOCA Communications for NewVoiceMedia
Phone: +1-415-298-1486