Next-Generation of Contact Center Software Solutions

Next-Generation of Contact Center Software Solutions

Next-Generation of Contact Center Software Solutions

Vocalcom is the leading provider of cloud contact center software, bringing the full power of the cloud to thousands of customers worldwide and facilitating more than 5 billion customer interactions annually. Since 2000, Vocalcom has led the cloud revolution in contact centers, helping organizations of every size transition from premise-based software to the cloud. With unparalleled technology, and ecosystem of partners, Vocalcom helps businesses take advantage of secure, reliable, scalable cloud contact center software to create exceptional customer experiences, increase agent productivity and deliver tangible business results. All-in-one Contact center software designed to make your agent more productive and consistently deliver the very best in customer experience. The contact center software from Vocalcom, is the leading effortless contact center software, bringing the full power of the cloud to 3500 companies in 47 countries. 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 setup and use, your call center can be up and running in hours. Call Center Software Call center software enhances various aspects of call center management, from automatic call distribution to CRM (customer relationship management). In many cases, a call center or contact center relies completely on its call center software and applications for daily functions. Call Center Software Benefits There are many advantages to using call center software. Applications help management, workflow, and productivity of call center agents. Other benefits include: Improved customer retention and satisfaction Decreased costs for phone service and agent training Better quality control Call center software creates a more efficient call center environment overall. Additionally, modern call center software can be deployed via an office network, or even through cloud computing, which can save on equipment and software costs. Cloud computing can also be useful (and necessary) for virtual call centers with remote agents. Types of Call Center Software Here are the standard call center software solutions commonly used: Customer Relations Management Computer Telephony Integration (CTI) Interactive Voice Response (IVR) Automatic Call Distributor (ACD) Predictive Dialer Call Monitoring, Recording Performance Management Workforce Management (WFM)

By Vocalcom

The Double A's of Customer Complaints: Acknowledge and Apologize

Understanding, sympathy, empathy and compassion – these are all valuable and necessary traits for a customer service rep; however, these emotions can easily get lost while interacting with a particularly rowdy customer. Even more, today’s call center interaction is much different than that of yesteryear, where it now involves multiple lines of communication, including social, Web and mobile. To ensure...
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