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Our in-house R&D is major factor in our success

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Megan Kelly |
Jonathan Gale
Interview   Jonathan Gale, chief executive officer, NewVoiceMedia:

NewVoiceMedia is spreading very fast in a very competitive cloud customer contact market, with growth in license revenues of more than 100 percent each year. Their CEO, Jonathan Gale, talks about strategic decisions that led to success.

POST: You grew rapidly in the past few years, spreading over several continents. Do you attribute your success to your heavily investment in R&D or your business model which allows companies with small resources on hand to use your solutions?

Mr. Gale: R&D is definitely a major factor in our success as we’ve been relentlessly committed to offering customers the very best possible support and technology infrastructure. More and more businesses are also recognizing the benefits of a cloud customer contact model, and we’ve remained at the forefront of this transition.

This year we also made our technology more accessible to the SMB market by launching ContactWorld QuickStart. This solution for up to 25 users offers sales and service professionals a great value customer contact solution with the fundamental call features needed to grow their business, meaning they can invest their money in further expansion and scale the use of ContactWorld to support their growth.

With QuickStart, we’re helping smaller businesses get the most out of their CRM investment and think big even if they’re just getting started.

Our license revenue growth is exceeding 100 percent each year, outpacing the rapidly expanding cloud customer contact market five-fold and we hope to continue this growth trajectory ahead of the market.

POST: NewVoiceMedia is growing organically which is the healthiest way to grow. Was that the idea from the start, to grow your own solutions, or you think that in acquisitions, aside from obvious advantages, there are also some hidden dangers such as different corporate cultures and technologies that sometimes may be difficult to integrate?

Mr. Gale: Since 2011, we have pursued a mission to become the global leader in the provision of enterprise-class cloud customer contact technology for CRM, following values which were laid down by our founder Ashley Unitt, including:

• We write our own code
• We never deploy software inside the firewall or on the user’s browser
• We only work with data we can access via a web API
• We only build solutions that are easy to use and quick to deploy.

We’re proud that our contact center capabilities have been built in-house and are revolutionizing sales and service performance as organisations of all sizes take advantage of the latest developments in cloud technology. At this point we also haven't found a suitable fit from a culture and platform perspective that's compelling enough for us to make an acquisition.

POST: You will be at the Salesforce World Tour in Los Angeles in December. The U.S. is a huge market with already present local companies in your field. What is your goal in terms of market percentage you want to take there?

Mr. Gale: The cloud customer contact market in the US is a multi-billion dollar opportunity and already our highest growth region – we recently reported new business growth of 500 percent last year.

We’re also outpacing the rapidly expanding cloud customer contact technology market five-fold and look forward to continuing this growth trajectory ahead of the market, while helping our global customer base drive transformation in their businesses.

While we’re quite new to the US market, we are known to have the best Salesforce integration in the industry.Our solutions integrate seamlessly with Salesforce to connect organisations with their customers worldwide, enabling them to deliver a personalized customer experience and drive a more effective sales and marketing team.

As the US is Salesforce’s largest market, we are confident that we can quickly achieve high market penetration and anticipate that our US business will overtake that of the UK over the next couple of years.

POST: There are some big multinational companies that use your solutions, but can you tell us how many seats the smallest company you work with has?

Mr. Gale: With the introduction of ContactWorld Quickstart for the SMB market, which is designed for up to 25 users, we work with a number of smaller business which have 3 to 5 seats.

POST: You managed to integrate your solution to some big companies in just a day. How do you achieve that?

Mr. Gale: As there is no physical infrastructure to install and configure, NewVoiceMedia can set up contact centers for customers in just weeks, rather than months or years, which has come to be accepted with an on-premise deployment. In fact we recently demonstrated that we could build a fully integrated contact center with intelligent routing capabilities and WebRTC delivery, in just 20 minutes and 8 seconds.

Having said that, our technology supports large and complex environments which take greater configuration and integration, so 20 minutes is not the typical deployment time!

POST: The cloud contact center market is expected to grow from $4.68 billion in 2015 to $14.71 billion by 2020. Where do you see your company in the next few years?

Mr. Gale: We aim to maintain our impressive growth rate and become the global leader in the provision of enterprise-class cloud customer contact technology.

POST: Do you think that, let's assume you'll do that, IPO would in a way slow you down because of all commitments a public company has? Would you like to stay private instead?

Mr. Gale: Listing is a possibility for NewVoiceMedia and we are ensuring that we run the business appropriately with the correct processes and governance in place should this be the best option for us in the future.

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