Sydney, Australia – May 22th 2014 – Vocalcom, world leader in omni-channel unified contact centre software solutions, has through its agent in Australia, signed a memorandum of understanding for a multi-year supply agreement with Kinetic BPO Pty Ltd. The agreement was made with Calltime, the Australian based agent for Vocalcom.
Paul Luketich, Managing Director for Calltime said “Kinetic BPO has had an existing relationship with Vocalcom in Dubai for its Middle East operations. The extension of this relationship to its Australasian operations confirms their confidence in the Vocalcom Cloud Based platform for delivery of best in class customer interaction solutions. By using Vocalcom, Kintetic will be able to manage the entire customer journey on behalf of their customers. Interactions should not be limited to voice or email and now with Vocalcom’s offering they can now offer their customers other communication channels that are usually missing from other Contact Centre software solutions.”
The agreement will see Calltime supply contact centre software technology over a 3 year period and is said to be worth over $1M. Kinetic BPO’s CEO, Joe Tawfik, said: “we have positioned Kinetic as a Next Generation BPO provider specialling in elevating the customer experience for our clients. We believe the Vocalcom solution is unique in the Australian marketplace because of its rich omni-channel features, especially around social media like Facebook and mobile interactions. As more consumers move away from traditional channels such as voice and use the web and mobiles as their preferred channels the need to design an effortless high quality customer experience through these channels has become of paramount importance for companies wanting to deliver an exceptional customer experience.”
Smartphones, and tablets are rapidly changing the behaviour of consumers, always connected with a smartphone in one hand, and a briefcase or coffee in the other. Calling, texting, posting, sharing, reading. Companies cannot afford to get left behind. It is now imperative that companies have a road map for the future, for modern, mobile customer engagement.
The Vocalcom solution has uniquely created an intimate connection between self-service, the contact centre, social and mobile. Very few systems in the marketplace have been able to create such a tight connection between all these components.
Businesses can expect easily measurable and quantifiable return on investment, as well as reputational or brand-enhancement benefits, from expanding contact centre access to other channels that are growing in popularity. Kinetic BPO works with its clients to define, design and implement customer interaction solutions that help differentiate them in the marketplace. “An omni-channel design is an important component of the overall customer engagement solution we deliver”, added Tawfik.
Calltime was established to provide the best technology solutions availability to every contact centre operation at a realistic price and from inception, our goal is to transform contact centre’s into successful customer engagement centre’s. With Vocalcom, our technology solution partner’s all-in-one cloud contact centre solution, we have managed to achieve just that. It is designed from ground up to rapidly respond to business changes, and quickly push out new market offerings while improving the effectiveness of every customer interaction – with no IT support required. Our cutting-edge solutions provide all the new capabilities you need to create great multi-channel customer experiences, including ACD, IVR, fully blended call environment, predictive dialling, email, web, chat, or mobile apps call recording and monitoring, agent scripting, full suite of reporting tools, social (like Facebook) – all from the cloud within an intuitive and easy to use application. Awesomely Powerful and Easy-to-Use. That’s what makes us so different.
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