Contact Center Software : Bring your Call Center to the Future
All-in-one Contact center software designed to make your agent more productive and consistently deliver the very best in customer experience. The effortless contact center software from Vocalcom, is leading the next-generation of contact center software solutions, bringing the full power of the cloud and exciting new capabilities to 3,500 companies of every size, in 47 countries worldwide. In contrast to conventional contact center software, you are freed from the ongoing expenses, & headaches of running IT infrastructure for contact center software. Your agents can be located anywhere in the world and the Vocalcom contact center software is so easy to customize and use, your call center can be up and running in hours.
Contact Center Management: A Single Sign-On. Effortless. All-In-One!.
- Contact Center Solutions: Sell More, Service Better.
The success of your business depends on the customer experience. You need a call center solution that makes it exceptional. Vocalcom provides contact center applications that simplify the common journeys a customer undertakes. Your customers want to interact with a real person over the channel they choose, without waiting, repeating themselves or being transferred to another person. Vocalcom contact center software creates meaningful, real-time, rich-customer connections across every channel, over any device—improving the effectiveness and the profitabliity of customer interactions.
- Contact Center Management: Market-leading Functionality.
Vocalcom Contact Center Software applies rules-based routing and orchestration, integrating all interactions into a unified view of the customer—that includes , real-time contextual routing, personalized queuing, call scripting, web collaboration tools, visual IVR, WebRTC, mobile app services with context delivered to agents with calls, proactive notifications and surveys, auto dialer and predictive dialing, call recording with screen capture, real-time monitoring, end-to-end reports, and much more.
- Contact Center Software: Your Customer Engagement Hub.
An Agent’s One-Stop Shop. Service and support agents are much more productive when the information and tools they need are consolidated in a single spot. Our call center software solution lets agents reduce the length of calls and increase first-call resolutions. By arming agents with relevant information, our contact center software system equips them to solve customer issues in a single interaction, in a personalized, loyalty-enhancing way.
- Contact Center Applications: Add Lower Cost Customer Service Channels
Give customers their choice of contact options — voice, email, fax and chat, as well as SMS, business objects, and social media. Experience rich-media customer engagement to create remarkable customer experiences and optimal customer engagement. With Vocalcom’s virtual call center, your agents gain a single integrated platform to deliver consistently outstanding support across all channels, wherever customers turn for service.
- Contact Center Software: See More...Manage Smarter
Great just isn't good enough. Outstanding performance and manageability offer immediate benefits for your contact center efficiency and customer satisfaction. With centralized management and reporting, you can continuously improve the customer experiences. Vocalcom has a highly customizable user interface that can be tailored according to individual end-user roles, communication channels or type of contact center. Vocalcom Virtual Contact Center is a hosted call center solution that delivers greater agent productivity and flexible call center management, at a fraction of the cost of traditional call center solutions.
- Accessibility by Disabled Employees
The Hermes call center system is compatible with JAWS screen reading software; and upon customer request, Vocalcom will make minor script modifications to the Vocalcom Hermes call center system without charge, subject to a limit of two hours of professional service time, to enable JAWS to better meet the customer’s needs.
Contact Center Management with a Single Customer View
- Maximizing Contact Center Productivity.
Vocalcom provides proven proven high-performance contact center software features that can cut training costs by up to 30%, decrease average handle time by 25%, increase first contact resolution by 37%, agent productivity by 40%, and customer retention by 34%. It also improves employee satisfaction and results, and reduces the cost of operations through efficiency gains. Vocalcom contact center solutions introduce effective cost reduction with a headcount savings as high as 40%.
- Faster, Smarter Customer Service.
Responses don’t just need to be right; they need to be quick. With a single-click user interface, and powerful multi-channel tools, our contact center software let your agents consistently deliver quick answers over your customers' channels of choice. Whisper messages and screen pops deliver data and context-rich with the interaction to improve efficiency—so agents can dramatically speed up support, sales, and telemarketing activities—resulting in fast customer service, & Awesome customer experiences.
- Ultimate Agent Desktop.
Customers reach out from many places. With Vocalcom cloud contact center, you can respond from one. The agent web-based console can automatically present a complete view to agents with helpful guided prompts and related solutions to help agents quickly deliver in-depth answers for customers with half the number of clicks and without much navigation. Vocalcom contact center software, allows even new agents to quickly resolve issues as fast as seasoned pros—As a result, reduced training costs and faster onboarding.
- Serve Your Customers Through their Preferred Channels.
Vocalcom contact center solutions turns any Web browser into the ultimate agent desktop. Built on the Vocalcom Customer Engagement Platform, the Vocalcom Contact Center Software lets you communicate with your customers via their preferred channel with minimal customer effort, while radically improving the effectiveness and the profitability of every customer interaction. All of this is delivered with the simplicity and functionality required by a modern contact center.
- Go Mobile with Powerful Customer Engagement Capabilities.
Vocalcom contact center software enables organizations to deliver optimized agent and customer interactions by implementing cutting-edge web, social, and mobile solutions as well as agent desktops and process optimization technology. Customers can benefit from an improved customer service experience at every touch point with your organization, across every channels, at every interactions, whether at the contact center, on the web, on the go or at the store. In today’s socially networked economy, your ability to respond to mobile customers’ preferences is likely to go viral, giving you a distinct competitive advantage.
- Beautiful, flexible Contact Center Applications.
Happy, empowered employees deliver better customer experiences. The Vocalcom Contact Center Software empowers agents with interaction history and context needed to maximize first contact resolution, meet mobile customer expectations, improve web site support, optimize cross-sell revenue, and improve customer loyalty. The Vocalcom Contact Center Software, provides everything you need to amaze your customer with a modern, personalized, and effective customer service.
Contact Center Solutions: Faster Customer Service Through Efficiency Gains
- Contact Center Software. More Efficient. More Responsive.
Here’s a key Vocalcom innovation you won’t find in ordinary contact center software. Manage your contact center software with minimal IT involvement which means reduced operational costs. In today's environment of heightened customer expectations, enterprises must be adaptable and responsive to fast-changing demands. The contact center needs—more agile, and provide a consistent customer service experience and be optimized for improved performance.
- No Hardware. No Software. Designed for the Cloud.
Vocalcom contact center software platform runs in the cloud as Software as a service which means there’s no need to buy, maintain or upgrade hardware or software, high scalability, predictable monthly costs, no upgrades or maintenance fees, immediate access to new features, and the ability to add new capabilities as you need it. You pay only for what you use, and are always up-to-date with the latest contact center applications while leaving your IT ressources free. A Cloud delivery model that you can host in your data center or enjoy from our optimized cloud infrastructure.
- Simple, Flexible Contact Center Solution.
Vocalcom contact center software has become the cloud contact center software choice for any business operations that require a high level of trust, functionality and flexibility. With our cloud-based contact center solution, you can rapidly scale up or down, meet seasonality and growth needs, customize applications, and deploy on a global basis. Vocalcom contact center software flexibility enables us to tailor a solution that meets your specific business needs.
- A single Contact Center Platform Across All Your Locations.
Vocalcom Contact Center Software let you integrate remote offices, at-home agent, globally distributed workforces, multi-site locations, and outsourced locations so they operate seamlessly, enabling you to enhance the profitability of every customer interaction. Get the most productive and cost-effective agent arrangement for your business while connecting the next generation of apps, devices, and customers.
- New Channels of Customer Communication.
Go Multichannel. All-in-one. Access a full suite of multichannel contact center software, unified communications and business process automation features - All-in-one. Easy-to-use interfaces give the contact center and business greater control over operations and the ability to fine tune applications. With Vocalcom contact center solutions and technology, you will benefit from superior levels of service, security, and 24-hour support.
- Hybrid Cloud Contact Center Software.
Support for growth while protecting your legacy investments. Hybrid cloud contact center software options allow you to use your existing telecommunications providers and maintain voice path, recordings and other sensitive customer data locally - And combine this with rock solid data centers, infrastructure, and certified best practices for a secure service. The fastest way to bring rapide innovations to your contact center with the lowest cost.
Contact Center Software Designed for Optimal Customer Engagement.
- Customized Views for Contact Center Agents.
With outdated contact center software, agent console elements can’t be resized to optimize individual views. Your agents can easily optimize with the Vocalcom contact center solution. Administrators can also design console layouts to include the most helpful supporting information for various business processes. You don’t have to be a big contact center to deliver a great customer experience!
- Faster Case Resolution.
Accelerate your business with cutting-edge contact center technology that delivers superior performance. For a deeper and more thorough understanding of a customer’s interactions with your service organization, Vocalcom’s contact center software solution can display complete, at-a-glance case histories in the agent console. Turn your contact center into a successful cutomer engagement center.
- Manage Your Contact Center Performance in Real Time.
Optimum contact center management includes keeping tabs on agent effectiveness. With the contact center software solution from Vocalcom, managers can monitor agent workload and demand in real time to ensure efficient resource allocation. The result is support that consistently wows your customers. This result is exactly what you want from a contact center solution, but it’s difficult to achieve with conventional contact center software.
- Multichannel Contact Center Integration.
To put together a multichannel contact center with traditional contact center software, you’ll need to interconnect a host of technologies from multiple vendors—a costly, complex, and risky proposition. With Vocalcom’s contact center software solution, your agents gain a single integrated application to deliver great, consistent and personalized experiences across every channels and touchpoints.
- All-In-One Contact Center Software for No Data Silos.
Vocalcom’s contact center software solution stores all customer information in a single database, giving agents a full customer history across sales, marketing, and support. Our contact center solution easily integrates with other enterprise applications for easy access to relevant data inside these applications. Our contact center software provides this kind of easy, efficient access to a complete customer view.
- Customer Insight.
Vocalcom contact center software allows you to profile each individual customer, create a single view, and allow you to turn data into valuable customer insight. Instead of relying on historical data, analytical tools can predict an individual's savability, meaning you can engage proactively your customers and focus your efforts where it will have a positive impact - improving campaign ROI.
Agent Productivity Features for Contact Center Management
- Personalized Experiences.
Mobile devices provide a constant touch point with a business. With Vocalcom contact center software, you can engage with your customer in a whole new way leveraging WebRtc and rich-interactions to add confidence and trust to the whole experience. Overall, contact centers will be able to provide outstanding personalized customer experiences, reduce customer handle time, and increase productivity through highly empowered agents.
- Agent collaboration.
Customers get faster, better answers when they can speak to someone with relevant expertise. Vocalcom’s contact center software solution makes this connection happen with an array of sophisticated queuing tools. Flexible and far-reaching contact center management capabilities let individual agents and groups review, escalate, and route customer inquiries to the most appropriate agent or resource.
- Knowledge Management.
In these economic times cost reduction is paramount. Our contact center software solution makes it easy for agents to tap into company-wide knowledge and expertise. Vocalcom’s knowledge base technology lets you build a storehouse of the most useful information from all parts of the enterprise, so agents can quickly hone in on the best, most relevant answers to customer questions.
- Contact Center Software Widgets.
Strengthen customer loyalty, increase revenue, and cut costs. With conventional contact center software, search algorithms need expert, continuous modification and recalibration to stay current with the latest data and trends. But with Vocalcom’s contact center software solution, knowledge analytics and widgets make it easy to keep your information always up to date.
- Activity Management.
Every organisation that operates a contact center can benefit from a visual, interactive real-time performance and operational monitoring. The Vocalcom contact center software features keep your agents organized and focused on speeding resolutions. Unlike conventional contact center software, our contact center solution makes it easy for agents to solve challenging customer issues by identifying and collaborating with other agents and staff. Vocalcom offers live chat software, voice recording software, interactive voice response systems and all-encompassing call center management software. The simplest and most effective multi-channel customer service software.
- Service Quality Analysis.
Vocalcom’s contact center software solution delivers yet more advantage: tools to identify service trends and proactively adapt processes and workflows to the needs of your customers and organization. Our contact center solution provides a real-time window into operations, with critical metrics such as response times, handle time, first-contact resolution rates, and much more.