The Vocalcom platform is a single entity, by design. It encompasses a unique platform core that affords support for all channels as one, ensuring a truly single customer journey. It’s a ‘complete’ multichannel solution based on three core ingredients – single multichannel platform, unified communication agent application, and performance ‘busting’ measurement tools.
The application platform core and architecture is exciting. It’s not constrained by hardware or traditional integration challenges. It’s fast, and simple to deploy, connecting to existing switch technology, in the cloud, as a hybrid solution or standing alone.
It incorporates market defining ACD, IVR and Skills-Based-Routing features, such that targeting the right agent and empowering the customer couldn’t be easier to set-up. Outbound dialling is provided in all forms and compliant; Predictive, Progressive, Preview and Robot. Blending is optimised and configurable, ensuring next generation inbound customer care.
The agent workspace is a ‘command center’ of information, with ‘live’ and relevant data persistently provided to the agent, at the right times and as part of an intelligent workflow. Agents can almost pre-cognitively offer the right kind of customer care and product offers, anticipating everything they need to do for a customer, and having everything to ‘offer’ them in terms of links, media, documents, co-browse support and more, at their ‘fingertips’. The agent workspace makes it easy to transfer a customer from a one-to-many social chat, to a one-to-one personal one. It can be personalised, it’s intuitive and frankly, ensures agents actually enjoy helping customers.
The live supervisor dashboard and historical data information, is incredibly accurate and complete. It’s customisable and limitless in terms of gaining customer insights and practical data across all channels about any customer and right up to the last second.
Supervisors can manage ‘live’ from the Supervisor dashboard, pro-actively adjusting performance and improving against KPI’s using threshold warnings and dynamic decision making. Agents can be re-allocated, quality reviewed, guided and supported unobtrusively all from right within the Supervisor view-port. They can view ‘live’ workflow screen scripts, tweets, emails, web chats and listen to calls with a few simple clicks, drilling into the detail.
The historical ‘custom reports’ designer provides limitless information about how well the Contact Center is performing, and precisely how it needs to be viewed. It’s possible to define a report ‘book’ with a title, chapters and pages enabling tables and graphs to be intuitively laid out, templated and organised, to be re-used and re-defined.
Information can be combined based on ‘custom’ workflow data and system information to ensure it’s not only complete, but seamlessly blended to provide the best possible view of the data, helping to make the best possible tactical decisions.
In summary the Vocalcom multichannel platform addresses the biggest challenges in terms of technology and inherently cost efficiency, when wanting to provide a truly transformed customer experience in a multichannel environment. This considering migration, or complementing existing infrastructure also.