Contact Center Solutions Featured Article

Vocalcom Introduces Next-generation of Contact Center Software Solutions

January 14, 2014

For mobile and social engagement solutions, rich customer interaction creates meaningful, real time customer connections.

These advancements can improve customer satisfaction, agent productivity and cost-savings in contact center operations. The new release of Vocalcom contact center software helps deliver customer service from anywhere, anytime and on any device.

The solution is All-in-one for ease of use and create consistent multi-channel customer experiences, from mobile devices, to the web and social media.

The Vocalcom contact center software offers optimal customer experiences, faster and more efficient customer service, with limited IT support. It allows the ability to call, email, chat, tweet, text and post at the same place. It has best-in-class routing, visual IVR, powerful dialer and more. It does not require running and maintaining IT infrastructure for contact center software. It provides a more effective multi-channel customer service while reducing operational costs through efficiency gains.

Vocalcom offers its all-in-one contact center software solutions through either CPE or Cloud-based deployment. Hermes EC3 is a completely cloud-based contact center software solution for better customer service, designed from the ground up to maximize productivity and efficiency.

Vocalcom's All-In-One contact center software is built around a universal queue, with skill-based routing of voice, email, social media and chat interactions. Agents can be assigned multiple interaction skills with several proficiency levels for each skill.

The solution’s functionality includes: blended, automated outbound, IVR, Unified Agent Desktop, management control and interaction recording.

Also, Vocalcom’s contact center software solution supports non-traditional customer experiences and channels through social media, knowledge management, Mobility and Web Real-Time Communication  or WebRTC, and screen-sharing without proprietary software plug-ins. Vocalcom provides a single, scalable, comprehensive, end-to-end contact center software application, and the specific modular functionality of which can be switched on when required.




Edited by Cassandra Tucker

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