March 13, 2018

Delivery Hero Selects NewVoiceMedia As Contact Center Partner to Transform Global Customer Experience

a leading provider of cloud contact center and inside sales technology,
today announced that Berlin-based food-delivery service, Delivery
AG, has selected its platform to transform its global customer

Delivery Hero is a publicly listed company operating in more than 40
countries internationally with 150,000+ restaurant partners. A global
leader in categories such as orders, restaurants and active customers,
Delivery Hero owns 30 brands worldwide including foodora, foodpanda,
Lieferheld and PedidosYa, and processes more than 20 million orders a
day. Having operated customer contact centers in each region, Delivery
Hero sought to standardize its processes to transform and compete on
customer experience. It selected the NVM platform as the only
enterprise-ready true cloud solution operating globally and with assured
voice quality.

Integrating with Salesforce Service Cloud, the NVM platform is an
omni-channel solution which enables Delivery Hero to offer a
high-quality experience to its global customer base, irrespective of
channel. Benefiting from a unified source of truth for customer data
along with dynamic routing and IVR self-service capabilities, inbound
calls can be intelligently managed and routed to the most appropriate
agent who will have easy access to the customer’s entire history of
interactions, enabling them to offer an efficient and personalized

All employees can log into the same system wherever they are and work
from multiple locations, as all they need is a phone and internet
connection. Additionally, with greater visibility into worldwide
operations, including a real-time window into the entire contact center,
Delivery Hero can easily manage advisors. Call recordings and
customizable reports also allow the company to understand where
improvement opportunities exist.

Felix Plog, SVP Global Operations at Delivery Hero and co-founder of
foodpanda, comments, “We are pleased to have selected NewVoiceMedia’s
platform as part of our commitment to transforming our customer
experience and making performance improvements through more effective
contact center operations. We’re looking forward to the benefits that
NVM will bring our customers and customer service teams.”

Chris Haggis, SVP Customer Success at NewVoiceMedia, adds, “Customer
experience is a key differentiator for businesses worldwide, with brand
reputation and market position significantly affected by an
organization’s ability to deliver customer delight. By investing in our
technology and standardizing its global contact center operations,
Delivery Hero will be able to create exceptional, emotive customer
experiences while benefiting from real-time insights into performance
and customer satisfaction. I look forward to seeing the company make
this transformation for its growing international customer base.”

For more information about NewVoiceMedia, visit

Salesforce and others are among the trademarks of, Inc.

– ENDS –

About NewVoiceMedia

is a leading global provider of cloud contact center and inside sales
technology that enables businesses to create exceptional, emotive
customer experiences to serve better and sell more.

Its award-winning platform joins up all communications channels without
expensive, disruptive hardware changes and plugs straight into your CRM
for full access to hard-won data. With a true cloud environment and
proven 99.999% platform availability, NewVoiceMedia ensures complete
flexibility, scalability and reliability.

NewVoiceMedia’s 700+ customers include Canadian Cancer Society, Ebury,
FCR Media, FlixBus, JustGiving, Kingston University, Lumesse, Paysafe
and Vax. For more information, visit
or follow NewVoiceMedia on Twitter @NewVoiceMedia.

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