Telemarketing Software To Grow Business

Increase Contact and Conversion Rates with the Most Versatile and Powerful Telemarketing Software Available Today — by up to 400%.

[The Features You Will Love]

Here are the most inspired and useful features of the most versatile contact center software available today

For Sales, Marketing & Collection

  • 5 Dialing Modes; Predictive, One-touch Calling, and more

  • Dial 3X More Leads. Connect with 56% More Prospects. Spend Twice as Much Time Selling. : Full-Featured, Cost-Effective, Award-Winning System for Automated Dialing. Vocalcom brings incredible speed, efficiency, and accountability to your sales team. Powerful features including local presence, outbound calling, inbound call handling, and multi-option transferring. The Vocalcom Dialer filters out unproductive calls, including: busy signals, unanswered calls, fax machines, modems, disconnected numbers, answering machines, and operator intercepts, that waste valuable agent time. Configurable Pacing Algorithm – Choose from up to 5 pacing methods and assign by campaign.
  • Visual call scripts builder

  • Always Deliver the Perfect Pitch : Quick scripting and launching of new campaigns. Your business managers are equipped to visually design call flows and desktop interfaces for CRM and other information systems, creating efficiencies and allowing your organization to respond to ever-changing requirements. Using automation and effective scripting helps your agents consistently control the dialogue, improving interactions and business outcomes. Vocalcom turns every rep into a quota-crusher by delivering customer intent data and intelligent sales talking points the moment the phone rings. Enhanced inbound insight enables your reps to quickly solve prospects’ pain points, have smarter sales conversations and win more deals.
  • Inbound & outbound call handling

  • Manage multiple campaigns

  • Call Recording with instant retrieval

  • Skill based routing

  • Skill based routing : Route calls to best performing agents/skills sets every time
  • Virtual agent broadcasting for high volume contact

  • Mini CRM

  • CTI screen pop with contextual data

  • Improved Customer Experience : Vocalcom Agent Scripting raises the effectiveness of individual agents – and your team's overall efficiency – by efficiently guiding them during customer conversations, meeting specific business requirements. Vocalcom helps you incorporate best practices and enforce compliance to reduce talk times and transfers between agents. Screen pops allow agents to view critical customer data throughout the customer contact, without asking callers to repeat information or taking call time to search for records. Vocalcom Unified Agent Desktop guides agents with a campaign tailored script. Full customer data, interaction history and customer information can be used to maximize the results both in the dialog scripting as well as in the dialing process.
  • Call Dispositions and Notes

  • Add a call summary note or disposition code to the call log : Log calls and notes, convert leads, and send voicemails and emails – with one-click
  • Click-to-Queue (Advanced list management)

  • List & Campaign Management : Insert fresh leads to call-lists on the fly with a simple click. Load, filter, and assign lists and campaigns in advance so that new programs or lists can begin dialing automatically, without supervisor intervention. Vocalcom Dialer offers different contacting strategies for different contact list segments. And agents can schedule agent-specific or general call-backs or manage appointment setting.
  • Live Dashboards

  • Make Smarter Outbound Calls : Data is meant to be brilliantly vivid and intentionally engaging. Know instantly when agents are idle by viewing sales teams from up above. Access data-rich charts, graphs, and records designed to report on every transaction made, every conversation had.
  • Intelligent Voicemail Drops

  • Pre-Recorded Voicemail : Instantly drop custom voicemail templates while already on the next call. Save time and touch more prospects by recording and dropping pre-recorded voicemail messages. Reach more contacts with automated messaging options for answering machines.
  • Salesforce Native

  • Vocalcom is the only dialer native to Salesforce.com on the global marketplace : Vocalcom is native to Salesforce.com. Our dialer was created solely for SFDC clients, with software that resides directly in your CRM ecosystem. Introducing the first and only dialer updated in real-time, with zero security liabilities. Never let your data escape the Salesforce cloud. Vocalcom maintains robust data protection, never storing credentials or extracting data out of Salesforce. It automatically merges with the cloud, providing secure real-time protection. No data movement, IT approval, or hardware installation is required.
  • Live Agent Monitoring

  • Live Call Monitoring. : Tap into real-time conversations. Now management can easily keep track of call compliance while establishing powerful training tools. Gain deep insight into the techniques that fuel agent productivity.
  • Whisper and Barge-In

  • Whisper Mode : Subtly drop-in and coach agents on live calls at any stage of the sales process. Give supervisors the power to virtually “whisper” suggestions or jump into the conversation whenever a rep is in need of assistance. In the event an interaction requires supervisory intervention, quickly “barge-in” to immediately assist and resolve any pending issues your rep may be unable to fulfill, while still maintaining the overall customer experience.
  • Time-Zone Protection

  • Area Code Management : Automatically begins and ends calling based on the time of day.
  • FastConnect™ Outbound

  • Speed of Call Transfer : Vocalcom's speed of delivering the call to an agent, or a procedure such as leaving a recorded message, is the fastest in the industry. With Vocalcom Dialer, your customers will never hear a delay again. This outbound solution eliminates awkward delays when greeting a caller while increasing productivity as agents make multiple predictive calls. Agents are connected at the first hello, which paves the way to better outcomes, higher conversion rates, and increased revenues.
  • Best time to Call Profiling

  • " data-content= : Only attempt to dial when you are most likely to receive a connect. An integrated system to contact, connect and close more deals. Agents' time is fully used to talk to customers. Vocalcom Dialer intelligently automates the contact to call, the best time, number and agent according to priorities, skills, availability and contact strategy.
  • Outbound Call Regulation Compliance

  • Compliance Management : Vocalcom Dialer is fully compliant with all current rules and regulations, including DNC lists, abandoned calls, calling hours/holiday, and more, to meet guidelines set by the FTC Telemarketing Sales Rule, the Direct Marketing Association, OfCom, the Telephone Preference Service and others.
  • Instant Web Response (Web-to-Lead)

  • Intelligently prioritize the hottest leads and respond to web lead submissions in a flash : Capture leads from web forms and immediately post them directly into the platform. When a lead fills out a form on your website Vocalcom will automatically create a new contact with their information. Web Callback integrates your company’s online presence with your outbound call center to generate an immediate, automated callback for online inquiries. And, with the automated agent scripting capabilities, your agents will always be on-script with a consistent conversation geared towards lead qualification and a winning sales pitch.
  • Google Adwords Call Tracking System

  • Know Which Search Keywords Drive the Most Valuable Calls : Thanks to the rise in smartphone adoption and mobile search, businesses are getting billions of sales calls each month. And those calls convert to revenue 10 times more than web leads. That’s why leading businesses and agencies rely on Vocalcom’s ADDCALLS™ to pinpoint which ads, search keywords, content, and campaigns are generating phone calls, opportunities, and revenue – and provide agents with the richest data available on caller activity. It goes beyond call attribution to capture detailed information on every caller, including their search keywords, geographic location, web content viewed, and more.
  • Regional ID - Local Presence Dialer

  • Outbound calls dynamically display Regional Area Codes, doubling pick-ups : When a local area code appears in their caller ID, leads are 55% more likely to pick up the phone. Vocalcom supercharged dialer enables your reps to automatically dial leads from local numbers, from anywhere. No matter where a lead or contact is located, all outbound calls display a local area code and phone number. Returned calls are automatically re-routed to your desired telephone number. Dramatically increase contact rates by over 55% while penetrating far-reaching markets.
  • Prioritise calling lists & leads real time

  • Advanced List Prioritization : Contact the right prospects, in the right way, at the right time. Generate more sales utilizing features such as advanced list prioritization, one-click dialing, pre-recorded voice messaging, email, inbound call routing, and more. With intelligent lead prioritization and web engagement tracking, fresh leads are automatically inserted into existing call lists on the fly.
  • Blended Multi-channel Communications

  • A Total Solution : Communicating via phone, email, SMS and other channels is the lifeblood of inside sales. Help your teams contact the right prospects in the right way, at the right time with communications technology from Vocalcom. We offer the ability to add-on even more functionality with digital recording, speech analytics, IVR, workforce management, payment processing, and more, for a complete customer communication platform.
  • Outbound IVR & SMS/e-mail

  • Outbound contact automation : IVR and Outbound Messaging tools to setup and deploy automated campaigns and 'press-to-talk' features
  • Proactive web engagement

  • Turn browsing into sales and increase conversions by over 30% : Start talking to your e-shoppers an let your sales people deliver a live shop experience! There's never been a better way to maximize online sales and customer satisfaction. Vocalcom Live Chat let you easily connect with your website visitors during high-stakes situations. Whether they’re searching for specific items or hesitating at checkout, you can chat with them to ensure they get exactly what they’re looking for – as if you are right in front of them.
  • Kiosks and In-Store Stations

  • Driving toward agile commerce : Vocalcom Drive accommodates an increasingly dispersed workforce by allowing retailers to centralise their experts virtually and expose their knowledge in branches and POS’s through kiosks and in-store stations. Vocalcom Drive connects in-store stations to your Vocalcom's customer contact center solution and keeps costs low of in-store specialists delivering the best customer service.
  • In-Store iBeacon Location Awareness

  • Deliver content to customers' smartphones based on their location : A new world of possibilities! Deliver in-store offers to shoppers, welcome messages to stadium-goers, indoor notifications, mobile tours to museum visitors and the like. For example, if you're in an airport, you could receive a list of duty-free promotions, vacation deals and information about your flight. Vocalcom SmartConnect for iBeacon, capture and relay contextual information allowing your mobile customer to connect seamlessly to a live agent, who receives session information, customer history, preferences, location, browsing activity, and other contextual information for authentication, faster service and effortless experiences. Your best bet to increase sales and improve customer experiences.
  • Personalized Interactive Video Adds

  • Acquire new customers and drive repeat purchases with highly targeted, personalized pre-roll ads : Video and digital marketing needs to be fully integrated into the sales and marketing machine for success. Personalized Interactive Video from Vocalcom delivers where other videos simply cannot. With Vocalcom Personalized Interactive Video, you’ll be able to: jumpstart sales, improve customer service, explain statements, educate, train and entertain. This state-of-the-art video technology lets you make more personal connections with customers, prospects, partners and others by creating a true one-to-one, personalized real-time video experience. For the first time, you’ll be able to incorporate intelligent customer data and deliver information in a way your audience appreciates. Vocalcom Personalized Interactive Video enables businesses of any size to target website abandoners who have demonstrated interest in a service, bundle or product and drive them to conversion. Because Vocalcom Personalized Interactive Videos ads are truly personalized, created especially for each viewer in real time, viewers visit the site, convert and spend more than equivalent consumers who do not view these video ads.
  • Frictionless online contract closing in less than 5 minutes

  • VideoSign enables business relationship by instant contract-conclusion : The digital and legally compliant process makes the interested customer - without addional hardware - instantly to your customer. Printing of the contract and a walk to the post office isnt necessary. The costumer relationship starts immediately. With RecordSign from Vocalcom, personal identification checks and electronic signatures have finally arrived in the digital world. We offer companies and institutions innovative platform-specific solutions that guarantee the safe and legally compliant contract closing with customers.

Built-in CRM Integrations

  • Desk.com widget integration

  • Use Vocalcom Inside of Desk.com : Optimize support by using Vocalcom Contact Center Software from the Desk.com interface. Vocalcom runs in the backend so you can utilize IVR, skills-based routing, recording, call monitoring and comprehensive reporting. With one click, the Vocalcom Desk.com Integration will be fully-functional. No phones, hardware, coding or downloads needed.
  • Zendesk widget integration

  • Use Vocalcom Inside of Zendesk : Vocalcom runs in the backend so you can utilize IVR, skills-based routing, recording, call monitoring and comprehensive reporting. After each call, the call recording, disposition and metrics automatically populate into a Zendesk ticket. With each voicemail, a new Zendesk ticket is created. With one click, the Vocalcom Zendesk Integration will be fully-functional. No phones, hardware, coding or downloads needed.
  • Salesforce Native Software

  • Run your entire contact center inside Salesforce.com itself : Instantly Transform Salesforce Into a Powerful Cloud-Based Contact Center. Vocalcom and Salesforce are better together, enabling you to complete your cloud migration with an end-to-end sales and customer service contact center solution, so that you can focus on what you do best: creating great customer experiences and growing your business. Whether you’re operating a call center or running an inside sales team, Vocalcom delivers data that powers smarter conversations. Inbound and outbound calls trigger a screen pop that provides valuable contextual data about prospects.
  • Microsoft Dynamics integration

  • Use Vocalcom Inside of Microsoft Dynamics : Vocalcom edition for Dynamics seamlessly integrate a robust set of contact center features into Microsoft Dynamics to feed all the necessary information directly to where it needs to go. Your call agents work with one interface, one system, one solution instead of jumping around from application to application as they do in so many contact centers today.
  • Oracle's Siebel CRM Integration

  • Create a 360-degree view of the Customer : Vocalcom seamlessly integrates Oracle's Siebel CRM, delivering customer insight to the contact center. Vocalcom’s advanced soft phone capabilities are seamlessly integrated into the Oracle Siebel CRM user interface. This provides standard call controls and a powerful user-configurable, rules-driven “screen pop” to virtually any Oracle Siebel CRM view based on data collected in the phone system. Vocalcom’s plug-in methodology allows additional customization for specific commands/events unique to the implementation.
  • SAP CRM Integration

  • Vocalcom Unified CRM Connector for SAP® : Through tight integration, Vocalcom contact centers can improve call management and enable full computer telephony integration (CTI) functions using the SAP desktop, including agent login, desktop phone controls, caller identification, and screen pops. Vocalcom Unified CRM Connector for SAP gives SAP clients access to enhanced contact center functions and allows contact centers to more efficiently manage all types of customer interactions and deliver exceptional levels of customer service. Your company can save costs, improve efficiency, and increase revenue by using Vocalcom Unified CRM Connector to integrate your SAP customer database applications with Vocalcom Contact Center solutions.
  • APIs Integration and SDKs

  • Eliminate screen switching with intuitive interface : Easily develop custom integrations using Vocalcom APIs and SDKs including CRM integrations, ticketing, and more with Vocalcom solutions. Quick, out-of-box tight integration with popular and custom-built CRMs, like Salesforce and Microsoft Dynamics, so you can be up and running quickly with minimal effort. Once our system identifies a caller, we’ll put their information on the agent’s screen using CTI screen pops. This reduces call handle times and creates a personalized call experience. If you’re using an in-house or custom-built CRM, we can likely integrate with it, too.
  • eGain integration

  • Tightly integrated solution between Vocalcom and eGain : The integrated solution of eGain Knowledge and Vocalcom enables effective, efficient and consistent customer service across the contact center and web self-service, powered by consistent multichannel knowledge, and providing unprecedented flexibility in optimizing the use of blended agents. The joint solution improves customer retention, sales and contact center productivity by improving metrics such as Average Handle Time (AHT), Total Handle Time (THT), First-Contact Resolution (FCR) and sales conversion by bootstrapping frontline interactions with customer context, arming agents with relevant knowledge at the point of interaction to resolve customer queries and cross-sell/upsell, and automating call wrap-up and follow-on service fulfillment through a two-way integration.

Productivity Tools

  • Single sign-on (SSO)

  • Real-time agent and call monitoring

  • Agent Scripting

  • Web-based administrator

  • Supervisor On-The-Go

  • Home-based and Remote Agents

  • Comprehensive Contact History

  • Whisper and Barge-In

  • Agent Collaboration

  • Agent Collaboration : With Vocalcom, agents can quickly escalate cases to experts to close cases faster. And with the Vocalcom Cloud Platform, everything is integrated into the Agent console for a truly unified experience, whether at your desktop or on a mobile device.
  • Real-time dashboard

  • Embedded Softphone

  • WebRTC-enabled

  • The New Frontier in Cloud Contact Center Solutions : Vocalcom WebRTC Solution is the industry’s first single integrated multichannel (voice, chat, email, social media and SMS) with zero on-premise hardware, software, and telephony infrastructure. Built using cutting-edge technology, Vocalcom WebRTC Solution transforms your browser into a full-featured agent desktop with a phone.
  • Business Rules: Automations & Triggers

  • Workflows and Automation : Initiate workflow triggered by ticket changes or time-based conditions. Use Visual Workflow to rapidly design and automate any business process with drag-and-drop simplicity. Your Vocalcom comes with pre-configured business rules that we recommend as best practices. You can add more, modify, or turn them off.
  • Business Process Guidance Wizard for Agents

  • Flex Hours | Easily Add Temporary Agents When Needed

  • Flex bundles are available at a discounted rate : With Flex Agent Pricing, anyone in your company or at home agents can get involved with customer support as a part-time (flex) agent. Only pay for the hours flex agents use to make all-company support cost-effective. At $0.99/agent/hour, this is a steal! Purchase monthly Flex Hour Bundles in advanced for a discounted hourly rate.
  • Knowledge Management | Google Search for Work

  • Find what you need, fast : Significantly reduce training costs by giving agents the familiar, easy to use Google Search interface. Google Search for Work delivers the blazing fast, highly relevant results customers and employees are looking for. Quickly search your knowledge base for relevant answers. Or make it easy for customers to do it themselves. Either way, your customers get the answers they need, exactly the way they want to get them. Google Search Appliance combines the search expertise of Google with features that meet today’s business requirements—all in one box. The Google Search Appliance reduces average call times by up to 20%, and can cut training costs by up to 25%.

Workforce Management & Optimization

  • Extensive historical reports

  • Customizable reporting & analytics

  • Teleopti WFM Integration

  • Teleopti Workforce Management | Vocalcom : An effective and profitable contact center hinges on your ability to properly staff your operation with just the right resources, who have the right skills, at the right times, all the time. Vocalcom and Teleopti offer a tightly integrated best-of-breed solution that improves the customer experience, increases profitability, and makes your business stand out from the competition.
  • NICE IEX Workforce Management Integration

  • TotalView® Workforce Management by IEX : IEX TotalView Workforce Management (WFM) software provides a centralized platform for optimizing the performance of your contact center. It helps your center forecast and plan more accurately and schedule more effectively. It supplies real-time information to let you better manage the performance of your people and your operation. It integrates data seamlessly across your enterprise and automates many time-consuming and labor-intensive processes. TotalView Workforce Management software gives your contact center just what its name promises: total visibility into every area of your operation. Visibility you need to deliver customer-winning service at the lowest possible operating cost.
  • Pipkins WFM Integration

  • Pipkins Workforce Management Integration : Combine the benefits of Pipkins’s advanced workforce management software with Vocalcom’s next-generation contact center solutions and achieve results greater than the sum of their parts. With a full suite of multichannel communications powering your day-to-day activities, enhance agent-supervisor collaborations, automate time-consuming processes, gain powerful business intelligence, and optimize your workforce so your employees can hit the ground running.
  • Knoahsoft Workforce Optimization

  • Get ready to accelerate performance : The KnoahSoft Harmony™ Workforce Optimization Suite gives contact centers the ultimate in workforce optimization functionality and flexibility with the best total cost of ownership (TCO) profile in the market. The modular, easy-to-implement-and-use solution offers the latest WFO applications all with robust reporting, dashboards, scorecards, screen capture, monitoring, coaching and eLearning capabilities.

Quality & Customer Experience Management

  • Call Recording

  • Get started with recording to launch your quality monitoring program : The one-stop solution for performance and quality improvement. Quality Management performance within your contact center results in happy customers, profitability, and increased revenue for your business. Serve up your choice of recorded interactions based on criteria you define. For example, an authorized user can create a rule to receive five random calls per agent per month. Rules can also deliver calls based on unique call data such as duration, direction, DNIS, ANI and more.
  • Customizable evaluation forms

  • Quality Management : Quickly create evaluation forms customized to your business objectives. Evaluation forms can intelligently auto-populate data such as employee skill, job title, associated organization and supervisor, and support flexible scoring options like custom answer types, conditional scoring and reason selection. This saves managers’ time when evaluating employees and produces optimal results.
  • Complete Omni-channel Survey

  • Customer Feedback from every channel : Capturing feedback from all your customers, across every channel. In the Moment. Post call surveys, email surveys, chat, web intercept, Survey URLs, IVR, mobile feedback, and live agent collection. Transforming that data into insight, in real time. And then making it actionable for everyone across a company—Wherever your customers are, however they transact with you, and talk to or about you — Vocalcom will facilitate a conversation between you and every single one of them.
  • Net Promoter Score Survey (NPS)

  • The Voice of the customer : NPS is a powerful tool in gauging customer loyalty. It is used as a proxy for gauging the customer’s overall satisfaction with a company’s product or service and the customer’s loyalty to the brand. Vocalcom software not only will compute your company’s Net Promoter Score but will also answer the “why” behind the score. Vocalcom’s native text analytics automatically analyzes verbatim feedback, and easily uncover and quantify what your company does well and what it can fix or improve.
  • Full Customer Interaction Recording

  • Quality Management synchronizes audio and screens for recorded interactions : When you playback a recorded agent interaction, the screens accessed during the agent’s call and the audio are synchronized as if you’re watching and listening to the call live. You’ll get an accurate sense of what truly happened during the call, and it takes less time to perform the evaluation—a benefit to busy contact centers. It's also a great way to verify sales transactions, resolve a customer issue, ensure agents’ adherence to procedures and policies, limit liability risks, and help ensure regulatory and legal requirements.
  • Speech and Text Analytics

  • Add Analytics for deeper insight into your largest call drivers : The patented “Speech-to-Phrase” Recognition engine delivered by Vocalcom directly recognizes entire phrases within the conversations themselves, which delivers the most accurate and comprehensive speech analytics available today. Our award-winning native text analytics engine works across multiple languages to present the richness of these responses and uncover customer insights hidden in text, in a format that’s both easy to understand and easy to act on.
  • Voice Emotion Recognition Software

  • Voice Analysis for automated quality assurance and customer relationship management : Vocalcom advanced voice analysis technology detects and measures anger, stress, overlap, talk time sharing, and other relevant emotions that may arise in call center conversations. Vocalcom automatically highlight relevant calls demanding the supervisor’s attention for quality assurance and customer relationship management, credit risk assessment, fraud prevention, CX quality, and prevent agent burn-out and churn. Vocalcom can analyze both sides of a customer service call.
  • Social Customer Reviews

  • Drive Positive Customer Experience Ratings, and Dramatically Increase Reviews : Generate more reviews to increase sales and buid your community. Foster your online community, and reach new potential customers, by publishing your new reviews directly onto your social pages. We'll give you the ability to thank the reviewers on Facebook and Twitter. Your followers can leave comments and click on the posts to read the reviews. You choose which reviews to publish.

Security & Compliance

  • SSL encryption

  • Data Security for Privacy Protection

  • FTC/TSR compliant

  • TSR | Tools You Need To Comply : Telemarketing Sales Rule compliant. Outbound Call Regulation Compliance – Vocalcom is fully compliant with all current rules and regulations, including DNC lists, abandoned calls, calling hours/holiday, and more, to meet guidelines set by the FTC Telemarketing Sales Rule, the Direct Marketing Association, OfCom, the Telephone Preference Service and others.
  • TCPA compliant

  • TCPA | Tools You Need To Comply : Telephone Consumer Protection Act compliant. Specifically designed for TCPA, the Vocalcom TCPA Safe Mode solution gives you the tools to stay compliant and focus on driving business results. Regulations often leave room for interpretation and can change over time. By working with Vocalcom and our trusted partners, like CompliancePoint, who specialize in compliance, you can make informed decisions for your business. Visit http://tcpablog.com/
  • FDCPA compliant

  • FDCPA | Tools You Need To Comply : Fair Debt Collection Practices Act compliant. Vocalcom gives companies the tools they need to stay compliant and dial with confidence.
  • DNC compliant

  • Do Not Call List (DNC) | Tools You Need To Comply : Do Not Call List – Applied to individual or multiple outbound campaigns for compliance. Vocalcom also highly recommends that you engage with integrated third-party scrubbing services, like Gryphon and PossibleNOW, to ensure your lists comply with applicable “Do Not Call” requirements.
  • Ofcom Compliant

  • Ofcom | Outbound Call Regulation Compliance : Vocalcom is fully compliant with all current rules and regulations, including DNC lists, abandoned calls, calling hours/holiday, and more, to meet guidelines set by OfCom, the Telephone Preference Service and others.
  • PCI-DSS Level 1 Compliant Solutions

  • Removing card payment fraud from your contact center : PCI-DSS is the Payment Card Industry Data Security Standard, and is a mandatory requirement for all merchants accepting card payments over the telephone to ensure customer details are not compromised.
  • Multi-tenant Multi-level Security Permissions

  • Custom roles and permissions

  • SRTP (Secure Real-time Transport Protocol)

  • Encrypted SRTP for enhanced security : Secure Real-time Transport Protocol (SRTP - RFC 3711) is a profile of the Real-time Transport Protocol (RTP), which can provide confidentiality, message authentication, and replay protection to the RTP traffic and to the control traffic for RTP, the Real-time Transport Control Protocol (RTCP).
  • DPA Compliance