I was recently in a meeting at BT with Richard Pickering our Chief Architect, when he was describing why he had chosen to set up NewVoiceMedia. Richard was one of the very first employees at Genesys, where he was Director of Network Applications. He clearly loved his time at there, but was always deeply frustrated by the fact that clients would invariably use only a fraction of the features that were available in the system that they had bought. This is largely because of the cost of enabling these features and the lack of flexibility that systems such as theirs offer. This is probably still true today.

Richard’s vision in creating NewVoiceMedia was to build a technology that has everything that traditional CTI suppliers could offer, but that was pre-integrated and available at the click of a mouse, without the need for any client software at all.

We have recently announced a new patent that we call 4th Generation CTI, and the difference lies in enabling end users to configure their own CTI in real time. The great thing is that this works just as effectively whether they are using our ACD or just want to enhance their existing ACD. Our clients are rapidly becoming a mix of people just using individual features on their existing investment as well as those who use us exclusively.