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Blog

Learn about Vocalcom’s latest news and analyses to optimize your contact center performance and deliver an exceptional customer experience.

http: //www.vocalcom.com/blog/
Entry point: functions.php
Router detection: is_page_template()
Controller: TemplatesController blogAction()
View: views/templates/blog.twig

Resolver scheme


Router Condition: is_page_template()
Controller: /Controllers/TemplatesController.php
Method: blogAction()
View: views/templates/blog.twig
  • Request resolved at functions.php which launches the AppKernel.
  • AppKernel registers all Managers and the App\Managers\RoutingManager.
  • The Router resolve the template condition is_page_template().
  • The Router retrieves the routing configuration in the template declaration file templates/blog.php
  • The Router calls TemplatesController() blogAction() which renders the template views/templates/blog.twig

TemplatesController


Controller

path /Controllers/TemplatesController.php
abs_path /var/www/vocalcom.com/htdocs/wp-content/themes/yagami-adveris/Controllers/TemplatesController.php

Render

view views/templates/blog.twig

Datas

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              "contents_0_text" => "As a result of customer journey digitalization, the interaction channels between customers and brands have increased, putting customer knowledge and data sharing at the heart of a double challenge: customer satisfaction and agent retention. From efficiency to timeliness to cost management, here are 5 reasons to offer an omnichannel experience."
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              "contents_1_text" => "<p>Since interaction channels are multiplying and the borders which separate them are disappearing, the customer experience must be viewed in an omnichannel manner. The objective? To respond more quickly and with more relevance to customer requests. According to McKinsey, 70% of buying experiences are based on how the customer feels he is being treated. It is therefore crucial that customer service be present at the right time with the right response to the customer’s expectations. But such a task is demanding, and according to Gartner, between now and 2022, 50% of large companies will have still failed to unify engagement channels engagement channels with their customers.</p>"
              "_contents_1_text" => "field_5f3a8c638fd8a"
              "contents_2_text" => "Reason N°1: Omnichannel is no longer a choice, but a fact!"
              "_contents_2_text" => "field_5f3a8c4c8fd86"
              "contents_3_text" => "<p>Customer journeys are becoming more and more digital. This phenomenon has been especially highlighted by the COVID-19 crisis. The customer uses and masters all channels indifferently, including chat, instant messaging, and social media channels. A Deloitte study further reveals that 60% of customers interact with a company through different communication channels and expect a consistent user experience, regardless of the time, the place, the device, or the medium used. And according to the customer profile, or the problem encountered, the channels differ. A <a href="https://www.facebook.com/iq/insights-to-go/among-people-surveyed-across-4-markets-who-message-businesses-over-76-message-businesses-to-get-customer-service-support-for-a-product-or-service/?q=support">Facebook IQ study</a> reveals that more than 76% of customers send messages to companies through Facebook Messenger, to receive customer support linked to a product or service. As for social media, they are the preferred customer support channels for those under age 25, <a href="https://www.consumerreports.org/customer-service/got-bad-customer-service-how-to-complain-well-and-get-results/">with 32% of this demographic</a> naming these channels as their first choice. To respond efficiently to all specific cases, the contact center must be able to handle the management of all customer experience channels in a neutral manner.</p>"
              "_contents_3_text" => "field_5f3a8c638fd8a"
              "contents_4_text" => "Reason N°2: Answer requests and improve customer satisfaction"
              "_contents_4_text" => "field_5f3a8c4c8fd86"
              "contents_5_text" => "<p>The time when companies questioned the idea of multichannel customer service is over. But be careful, as multichannel does not necessarily mean omnichannel. Contact centers must be equipped with an <a href="https://www.vocalcom.com/call-center-solutions/omnichannel-contact-center/">omnichannel solution</a> that allows not only moving from one channel to another within a single interface, but above all to do so without having to ask the customer for information he has already provided during previous interactions with the company. The main customer expectations are essentially consistency and simplicity when they move from one communication channel to another. A UC Today study shows that 9 out of 10 consumers want an omnichannel experience with seamless service between communication methods. The challenge of top priority : to have a 360° view of customer data and a complete history of his conversations, and to have a consolidated view of data that allows an agent to pick up the conversation where it was left off with the previous agent. This customer knowledge can be enriched with the <a href="https://www.vocalcom.com/call-center-solutions/contact-center-integration/">integration</a> of the contact center solution with CRM software or industry applications in order to provide personalized and contextualized answers under all circumstances.</p>"
              "_contents_5_text" => "field_5f3a8c638fd8a"
              "contents_6_text" => "Reason N°3: Promote autonomy for 24/7 customer satisfaction"
              "_contents_6_text" => "field_5f3a8c4c8fd86"
              "contents_7_text" => "<p>According to Gartner, offering quick and relevant self-service increases customer satisfaction by 12%. Whether it means providing a list of frequently asked questions or integrating a <a href="https://www.vocalcom.com/call-center-solutions/call-center/ivr/">self-service IVR</a> or <a href="https://www.vocalcom.com/call-center-solutions/contact-center-ai/">chatbot-type</a> conversational interface into your service portfolio, the challenge is increasing customers’ satisfaction by allowing them to find the answers to their questions at any time. This approach works for simple or recurring questions but does not allow you to answer all requests, especially when the questions are complex or emotionally charged (insatisfaction, anger…). A Forrester study thus states that 63% of consumers are satisfied getting service from a chatbot, as long as they have the option to move the conversation to a human if needed. It is therefore important to clearly define your customer journeys and equip your contact center with an <a href="https://www.vocalcom.com/call-center-solutions/omnichannel-contact-center/">omnichannel solution</a> that allows quick and contextualized switches from one channel to another.</p>"
              "_contents_7_text" => "field_5f3a8c638fd8a"
              "contents_8_text" => "Reason N°4: Provide the best service"
              "_contents_8_text" => "field_5f3a8c4c8fd86"
              "contents_9_text" => "<p>If one considers that the time it takes to resolve a problem impacts the cost of handling a request, it is crucial to be able to point the customer toward the right channel for the right request.  A recent Forrester study brings to light how, in the case of handling a request via email, it takes on average 2 to 3 days for a complete resolution to the problem, compared to 6 to 10 minutes by phone. With an omnichannel contact center solution, it is possible to find the best cost/satisfaction ratio. A customer request communicated by email or through <a href="https://www.vocalcom.com/call-center-solutions/omnichannel-contact-center/">social media</a> can be handled with an agent callback in order to resolve the problem as quickly as possible. A request made by phone can be resolved by a follow-up email according to the urgency level of the request and the time needed to answer it properly. An <a href="https://www.vocalcom.com/call-center-solutions/omnichannel-contact-center/">omnichannel contact center</a> offers customers as well as agents the opportunity to use the most efficient, least expensive, and most relevant communication channel!</p>"
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              "contents_10_text" => "Reason N°5: Improve agent comfort and retention"
              "_contents_10_text" => "field_5f3a8c4c8fd86"
              "contents_11_text" => """
                <p>Contact center agents are at the heart of your omnichannel strategy. While going omnichannel is an essential means of improving customer satisfaction, <a href="https://www.aberdeen.com/cmo-essentials/do-you-have-a-traditional-call-center-or-an-intelligent-contact-center/">the increase in the number of interaction channels serves as a stress factor for 67% of agents questioned.</a> The quality, intuitiveness, and user-friendliness of the omnichannel solution deployed within the contact center plays a determining role in the reduction of this stress. To subscribe your contact center to an omnichannel setup, you must also be able to invest in the talents and wishes of each agent, in order to deliver the best service to the customer. Data sharing, access to a <a href="https://www.youtube.com/watch?v=zASEr_K5TfU">360° view of the customer’s history</a> with the brand, and the richness of the « agent » view in the contact center solution are all elements which:</p>\r\n
                <ul>\r\n
                \t<li>- reassure agents,</li>\r\n
                \t<li>- limit team attrition,</li>\r\n
                \t<li>- and reduce daily stress.</li>\r\n
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                <p>&nbsp;</p>\r\n
                <p>When customer service agents feel that their systems and tools improve their ability to manage customer problems and simplify their daily work, their productivity can increase by <a href="https://www.gartner.com/en/newsroom/press-releases/2020-03-03-gartner-identifies-the-top-five-customer-service-tech">up to 20%,</a> which contributes to increasing customer satisfaction by 11% according to Gartner. The well-being of contact center agents is a determining element of the quality of the experience delivered to the customer. It is an efficient way to fight agent turnover within the contact center which, for the record, varies between 30 and 45% according to a Daily Pay study, or close to twice the average of all jobs in the United States.</p>
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              "_contents_11_text" => "field_5f3a8c638fd8a"
              "contents_12_text" => "And tomorrow?"
              "_contents_12_text" => "field_5f3a8c4c8fd86"
              "contents_13_text" => """
                <p>Going omnichannel in the contact center is a is a promise of customer experience optimization. Nothing surprising as customers have adopted this approach quickly and 91% of them expect an omnichannel experience, according to an Aberdeen study.</p>\r\n
                <p>The recent crisis linked to COVID-19 has demonstrated the importance of the continuity of the bond between brands and their customers. A bond of which contact center agents are the cement. By offering them intuitive and <a href="https://www.vocalcom.com/solutions/customer-service-call-center/">user-friendly solutions</a> in order to accomplish their assignments, and by recentering them on value-added tasks, going omnichannel becomes an opportunity. Consequently, close to 6 out of 10 agents (54% according to Aberdeen) consider the increase in the number of channels within the contact center as a positive change in their careers.</p>
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            +post_title: "Simplify optimizes the patient journey for scheduling medical appointments thanks to Vocalcom cloud contact center solutions"
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              "contents_0_text" => "Vocalcom cloud contact center technology allows Simplify to deploy a single tool standardized across all of its contact center platforms to gain agility, ensure optimal service quality for its customers and the patients, and facilitate remote working for its agents."
              "_contents_0_text" => "field_5f3a8c4c8fd86"
              "contents_1_text" => "Simplify, a service provider for health professionals, has been relying for years on Vocalcom, the global leader in customer experience and cloud contact center solutions, to optimize the inbound call management of its contact centers dedicated to scheduling medical appointments for health establishments."
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              "contents_2_text" => "<p>Specialized in the scheduling of appointments and the data input of medical reports in real time for clinics and hospitals, Simplify has contact centers in France, Tunisia, Morocco, and Madagascar and counts among its customers more than 500 French, as well as Swiss and Belgian, public and private health establishments. Simplify agents manage more than 400,000 phone calls per month, from their contact centers or with agents working remotely in different countries – a company strategy since the start of the business.In the past, Simplify used an external service provider to manage its inbound calls. The company decided to internalize its management in France and abroad, and to equip itself with an intuitive, stable, and flexible solution available in the cloud in order to meet the needs of its customers and the changes in the industry. After carrying out a market analysis, Simplify turned to Vocalcom which thereby deployed its cloud solution for the management of the company’s contact centers.</p>"
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              "contents_4_text" => "<p>Available in the cloud, the Vocalcom solution was operational and quick to deploy within the different Simplify contact centers, while also allowing the company to further develop a remote working model for its most experienced and autonomous agents. Everyone uses a standardized tool with the same features, regardless of their location, in order to meet the changes in working modes. The choice of cloud also adheres to a quality approach. Thanks to the Vocalcom solution, Simplify can easily adjust its resources according to its customers’ needs, by rapidly recruiting experts in different countries.</p>"
              "_contents_4_text" => "field_5f3a8c638fd8a"
              "contents_5_text" => "We decided from the start to choose a solution available in the cloud. A choice which turned out to be particularly wise during the confinement, a period during which Vocalcom knew how to assist us by proposing appropriate solutions that responded to the new constraints of our customers arising from the crisis. This allowed our agents to work remotely in an optimal manner and our managers to guarantee a level of quality service in all of our contact centers. Moreover, we intend to pursue the development of remote working, a desire made possible thanks to the agility offered by the Vocalcom cloud solution"
              "_contents_5_text" => "field_5f3a8c988fd8c"
              "contents_5_author" => "Nicolas Broussard"
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              "contents_5_society" => "President of Simplify"
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              "contents_10_text" => "<p>The Vocalcom solution offers Simplify numerous essential indicators for its work (number of received and handled calls, recording of conversations with patients, average waiting time…) that reflects the quality of the service rendered. They allow the company, via a reporting tool more advanced than many of the other solutions on the market, to provide its different customers precise activity reports and trend analyses in order to adjust resources for adapting quickly to business volume. Furthermore, it has a real-time supervision feature allowing managers to oversee the performances of their contact centers and agents, in order to be able to coach them to improve the quality of their conversations with patients and increase customer satisfaction.</p>"
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              "contents_6_text" => "The contact center, an essential element for a quality patient experience"
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              "contents_7_text" => "<p>Simplify’s operations are firmly centered on the human element, and all of its agents have medical training that allows them to counsel and guide patients during their often complex medical journey. Particularly easy to use and intuitive, the Vocalcom contact center solution requires little training time, which is an important advantage for Simplify. Agents are in fact quickly operational and may concentrate on the core of their work, by guiding each patient in the steps of scheduling an appointment (prescription management, follow-up for specific requests, medical imaging…).</p>"
              "_contents_7_text" => "field_5f3a8c638fd8a"
              "contents_8_text" => "Vocalcom brought a solid response to our needs in order to manage the volume of appointment requests in an efficient, quick, and qualitative manner. The simplicity of the solution as well as its flexibility and stability allow us to pay the necessary attention expected by the patients for their appointment scheduling, while optimizing agent productivity,"
              "_contents_8_text" => "field_5f3a8c988fd8c"
              "contents_8_author" => "Nicolas Broussard"
              "_contents_8_author" => "field_5f3a8ca38fd8d"
              "contents_8_society" => "President of Simplify"
              "_contents_8_society" => "field_5f3a8cab8fd8e"
              "contents_8_color" => "orange"
              "_contents_8_color" => "field_5f3a8cd38fd8f"
              "contents_9_text" => "Real-time management to adapt to business needs"
              "_contents_9_text" => "field_5f3a8c588fd88"
              "contents_11_text" => "At Vocalcom, our role is particularly to help customers optimize the management of customer service centers by providing them solutions that allow their agents to work the most simply and efficiently possible, and in all circumstances. Simplify’s operations are essential and help the smooth functioning of our health system. We are thrilled to support this company for many years now and, thanks to our cloud solution, to help them guarantee the stability and flexibility of their contact centers."
              "_contents_11_text" => "field_5f3a8c988fd8c"
              "contents_11_author" => "Carlo Costanzia"
              "_contents_11_author" => "field_5f3a8ca38fd8d"
              "contents_11_society" => "CEO and President of Vocalcom"
              "_contents_11_society" => "field_5f3a8cab8fd8e"
              "contents_11_color" => "orange"
              "_contents_11_color" => "field_5f3a8cd38fd8f"
              "contents_12_text" => """
                <p><strong>About Simplify</strong></p>\r\n
                <p>Active for 17 years in the medical sector, SIMPLIFY managed to position itself as a vital player alongside health professionals thanks to its innovative solutions for medical administration management, report recording, and medical correspondence management. SIMPLIFY employs 250 associates.</p>\r\n
                <p><strong>About Vocalcom</strong></p>\r\n
                <p>Created in 1995, Vocalcom is the global leader in customer experience and omnichannel contact center solutions in the Cloud for customer service, sales, and marketing. The company offers all-in-one solutions that are flexible, personalized, and intuitive in the Cloud or on-premise. They cater to companies of all sizes that wish to accelerate their digital transformation by modernizing their contact centers and optimizing the digital experience of their customers. Vocalcom has a strong global presence with 16 offices on 4 continents, and counts more than 1 400 company customers in 47 countries around the world. </p>\r\n
                <p><strong>Press contacts:</strong></p>\r\n
                <p>Agence Grayling</p>\r\n
                <p>Manuel Chaplet / Sonia Bonvalet</p>\r\n
                <p>Tél : 01 55 30 71 00 / 80 99</p>\r\n
                <p>Email : <a href="mailto:[email protected]">[email protected]</a></p>
                """
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          2 => WP_Post {#2622
            +ID: 5186
            +post_author: "1"
            +post_date: "2020-07-02 12:00:00"
            +post_date_gmt: "2020-07-02 10:00:00"
            +post_content: """
              <p><strong><em>The merit of new technologies is not that it replaces employees but empowers them with tools to make them more productive, more creative, more comfortable – and, paradoxically, more empathetic. In other words, technology can make us more “human”. The necessary acceleration of contact centers’ digitalization will bring to the fore the crucial value of the human touch.</em></strong></p>\r\n
              <p><a href="https://www.vocalcom.com/744"><img class="aligncenter" src="https://www.vocalcom.com/wp-content/uploads/2020/10/white-paper-banner-en.png" alt="" width="519" height="150" /></a></p>\r\n
              <h2><strong>The value of Human-to-Human (H2H) interaction </strong></h2>\r\n
              <p>Digitalization is quickly sweeping through contact centers. The benefits, for both agents and customers, are numerous and include, notably, a 24/7 support, an omnichannel relationship, a more intuitive experience, enhancing both customer loyalty and agent satisfaction, a reduced time for resolutions and high positive contact rate, and, of course, reduced costs. However, this does not mean that agents will totally disappear from contact centers. On the contrary, the importance of the human touch will become more prominent going forward because an over-reliance on technology can negatively impact the customer experience. We are social creatures and the value interacting with another human being over a machine when dealing with a complex and emotional problem cannot be underestimated: humans offer a level of empathy that no chatbot or automated agent can currently provide. According to the 2020 CallMiner Churn Index, emotion is key to retention: after price, key drivers of termination include emotional factors like loyalty and fair treatment.</p>\r\n
              <h2><strong>Dealing with Greater Complexity</strong></h2>\r\n
              <p>On the other hand, technology does more than answering the basic needs of customers. In a <a href="https://www.vocalcom.com/755">study by Harvard</a>, 72% of respondents said frontline customer service teams experienced a higher productivity when directly empowered with data-driven analysis and decision-making. And 69% experienced a higher level of satisfaction and commitment when they could benefit from these capacities in their work. Going forward, the use of big data and analysis powered conversational assistants, chatbots and self-service, will automate the handling of simple enquiries, will allow customers to quickly and easily fix their issues themselves, 24/7. This means agents will deal with the most complex questions that automation or AI cannot solve, requiring expert or extensive knowledge. “With the plethora of available channels of interactions – particularly digital - by the time a customer places a call to a company they have likely already tried to solve their problem elsewhere – and failed –, making it all the more crucial that the agent is equipped to answer their question quickly, accurately and in context,” noted Mary Wardley, Programme Vice President, Loyalty and Customer Care, at IDC. Agents will therefore need to develop new and more sophisticated skillsets and the profession will evolve to include resources with education and skills. Equipped with the right technology, the agent will be able to get access to the insights required to offer a personalized experience and increase customer satisfaction and loyalty. “The rise of self-service has made human support even more critical. Now more than ever, when customers call a provider, we can expect two scenarios: they are already frustrated due to a lack of information and online support, or they have a complex and sensitive issue. Both cases require emotionally intelligent ‘super-agents’ who can make the right contact, solve problems and deliver exceptional service,” said Adam Walton, COO at CallMiner.</p>\r\n
              <h2><strong>The rise of the ‘Super-Agent’</strong></h2>\r\n
              <p>The ‘always-on’ enterprise of tomorrow will increasingly resort to virtual agents and bots to supplement smaller but more skilled contact centers teams. Often these teams will not be on site as the COVID-19 crisis accelerated the transition to a work from home model. The next generation of tech-savvy agents, the ‘Zs’, will likely reject long, dull shifts in centralized contact centers. They will seek to work differently and add more value. The ‘Super-agent’ of tomorrow will need to be equipped with the best and most suitable digital tools – from intuitive work platforms to news technologies like AI. They will have to answer the more complex enquiries from emotionally charged customers in times of crisis such as during the coronavirus pandemic, when they became the main, and only, contact point between consumers and brands. A recent study by Kantar showed that 70% of consumers expected brands to adopt a reassuring tone during these difficult times. It is therefore essential for customer service teams to show empathy towards customers. ‘Super-agents’ will have the power to shape their customer emotions: nearly half of customers had their emotional state change from negative to positive following their last interaction with a brand. This is a double-edged sword: at the same time, nearly one in five report having their emotional state shift because of poor agent behavior, the CallMiner survey revealed.</p>\r\n
              <p>&nbsp;</p>\r\n
              <p><strong>Want to know more about the evolution of contact centers?</strong></p>\r\n
              <p><strong>Download our white paper <a href="https://www.vocalcom.com/744"><u>Contact Centers of the Future: Creating the experience of tomorrow</u></a></strong></p>\r\n
              <p>&nbsp;</p>\r\n
              <p>Vocalcom, leader in Contact Center Solutions, helps organizations by deploying intuitive, omnichannel and AI-ready contact center platforms that allows agents to benefit from the latest technologies and deliver a quality customer experience. To find out more: <a href="https://www.vocalcom.com/5">www.vocalcom.com</a></p>
              """
            +post_title: "The New Super-Agent"
            +post_excerpt: ""
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            +post_modified: "2020-10-22 08:21:05"
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          3 => WP_Post {#2623
            +ID: 5183
            +post_author: "1"
            +post_date: "2020-06-29 08:26:00"
            +post_date_gmt: "2020-06-29 06:26:00"
            +post_content: """
              <p><strong><em>Before the COVID-19 health crisis, the digitalization of the customer journey had already pushed brands to increase the number of touch points with their customers on new channels. As the COVID-19 crisis accelerated this trend with businesses expanding further their online activities, an omnichannel approach has become a must.</em></strong><a href="https://www.vocalcom.com/744"><img class="aligncenter" src="https://www.vocalcom.com/wp-content/uploads/2020/10/white-paper-banner-en.png" alt="" width="519" height="150" /></a></p>\r\n
              <h2><strong>Contact centers: the epicenter of the customer experience (CX)</strong></h2>\r\n
              <p>With most physical shops shut during lockdowns as a result of the coronavirus pandemic, organizations have increased their online presence and multiplied digital touch points to maintain sales and conversations with their customers. Contact centers have become the key contact point between brands and customers to manage all interactions whatever the channel. With 9 out of 10 consumers looking for an omnichannel experience, with seamless service between communication methods <a href="https://www.vocalcom.com/753">according to UC Today</a>, contact centers have no choice but to offer unified, agile and personalized approach across all touch points. Omnichannel finds itself at the heart of the customer experience.</p>\r\n
              <h2><strong> </strong><strong>Orchestrating omnichannel customer interactions from a single place</strong></h2>\r\n
              <p>Today, when they communicate with their favorite brands, customers expect that they recognize them and know about their last conversations, whatever channel was used – phone, email, chat, instant messaging, social media or web forms. It is therefore a critical imperative to equip agents with an <a href="https://www.vocalcom.com/729"><em>all-in-one, integrated omnichannel contact center</em></a> platform managing all interactions from a unique interface as a single conversation – to avoid juggling from one screen to another - and offer the best customer experience. This is key as contact center agents report that the number of channels they are balancing is the second most common stressor, according to <a href="https://www.vocalcom.com/754">Aberdeen</a> research. An omnichannel platform also facilitates real-time supervision and reporting across all touch points to efficiently manage workforces and workflows, and analyze customer behavior.As organizations expanded their digital lead generation activities to compensate the closure of physical shops during the pandemic or the reduced traffic after they reopened, it is equally important to provide contact centers with <a href="https://www.vocalcom.com/725"><em>best-in-class outbound calling capabilities</em></a> to follow-up on digital leads with automated call out campaigns - which can be managed directly from the CRM application with <a href="https://www.vocalcom.com/732"><em>native integration of the contact center platform</em></a><em>.</em></p>\r\n
              <h2><strong>The urgent need for seamless experience</strong></h2>\r\n
              <p>Despite the crucial need to enhance customer satisfaction, many organizations struggle to deliver a seamless experience across all touchpoints – as multi-channel does not necessarily mean omni-channel. A Gartner survey says that in 2022, 50% of large organizations will have still failed to unify engagement channels, resulting in the continuation of a disjoint and siloed customer experience that lacks context. Brands therefore need to urgently revisit their contact center technology and deploy full omnichannel solutions to close the gap on customer experience.Additionally, managing the right mix between different channels is key to deliver the right customer experience. According to Gartner research on customer channel preference, phone is the most popular channel for customer service interactions, and remains a significant channel of interaction for escalation purposes and for complex issues. The human touch is still a critical component of the customer service, meaning that omnichannel contact centers need to continue to embed strong inbound and outbound phone capabilities beyond digital.Before investing, companies need to think through their entire customer journey, defining on which channel a customer might engage for a given type of interaction, what transfers could happen across departments etc. so that contact centers can deliver a real omnichannel customer experience.</p>\r\n
              <p>&nbsp;</p>\r\n
              <p><strong>Want to know more about the evolution of contact centers?</strong></p>\r\n
              <p><strong>Download our white paper <a href="https://www.vocalcom.com/744"><u>Contact Centers of the Future: Creating the experience of tomorrow</u></a></strong></p>\r\n
              <p>&nbsp;</p>\r\n
              <p>Vocalcom, leader in Contact Center solutions in the Cloud or on-premise, helps organizations boost agent’s productivity and enhance customer satisfaction, with intuitive omnichannel platforms managing the customer experience as a single conversation across unlimited channels. To know more: <a href="https://www.vocalcom.com/5">www.vocalcom.com</a></p>
              """
            +post_title: "The Omni-Channel Imperative"
            +post_excerpt: ""
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            +post_name: "the-omni-channel-imperative"
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            +post_modified: "2020-10-22 08:20:52"
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          4 => WP_Post {#2624
            +ID: 5180
            +post_author: "1"
            +post_date: "2020-06-24 13:31:00"
            +post_date_gmt: "2020-06-24 11:31:00"
            +post_content: """
              <p><strong><em>The use of emerging technologies such as automation and AI to manage customer experience will be key to improve significantly contact centers’ efficiency and reduce costs. They will also allow the contact center to switch from a reactive to a proactive and predictive model, dramatically enhancing the agent and client experience and broadening the range of services offered.</em></strong></p>\r\n
              <p><a href="https://www.vocalcom.com/744"><img class="aligncenter" src="https://www.vocalcom.com/wp-content/uploads/2020/10/white-paper-banner-en.png" alt="" width="519" height="150" /></a></p>\r\n
              <h2><strong>COVID-19, accelerating the industry’s digitalization</strong></h2>\r\n
              <p>Across all industries, the coronavirus pandemic has forced businesses to increase their online presence to ensure business continuity and maintain a good customer experience, reinforcing the need to interact with customers and prospects remotely on an increasing number of communication channels.Technology is now the glue that is holding the digital economy together. Before the COVID-19 crisis, self-service support and automation were already becoming the norm as customers expect a 24/7 service and an effortless experience – and this trend is expected to continue to improve customer experience and reduce costs: according to Gartner, by 2023, more than 60% of all customer service engagements will be delivered via digital and web self-serve channels, up from 23% in 2019.At the same time, in today’s new ‘all-online’ paradigm, the human factor is more important than ever. Agents must be assisted by technology to do their job better, by being freed from the more mundane tasks to focus on adding value and deliver an experience that is more empathetic to the customer.</p>\r\n
              <h2><strong>AI to enhance human relationships </strong></h2>\r\n
              <p>Gartner reveals that 91% of organizations are planning to deploy AI within the next three years and that by 2025, customer service organizations that embed AI in their multichannel customer engagement platforms will elevate operational efficiency by 25%.Chat bots and virtual assistants have become very popular during the COVID-19 crisis to help organizations manage increased volumes of calls, reduce waiting time and manage costs. 74% of organizations consider conversational assistants an important enabler of customer engagement (<a href="https://www.vocalcom.com/751">CapGemini</a>), while 63% of consumers are satisfied getting service from a chatbot, as long as they have the option to move the conversation to a human if needed (Forrester).In parallel, automation and AI are transforming the processes of contact centers themselves. With the development of machine learning, organizations can deploy innovative, personality-based routing: smart pairing technologies allow, based on dynamic behavioral patterns, to match the best agent with each customer to increase the number of positive contacts and enhance satisfaction levels. By detecting customers’ moods through speech, voice and tone analysis, speech analytics help to support agents in real-time on customer interactions quality and adapt offers and processes to better meet customers’ expectations.These technological evolutions do not mean that contact center agents will disappear. On the contrary, they will empower agents to focus on the more complex customer conversations where they can add the most value, instead of spending time on repetitive queries or tasks. The technology offers agents the capabilities to deliver the customer experience aligned to customer needs and expectations, while gaining comfort, work quality and efficiency. According to a Harvard Review, 72% organizations say their frontline customer service teams reported productivity increases when they were directly empowered with analytics and data-powered decision-making capabilities.</p>\r\n
              <h2><strong>Proactive experience hubs </strong></h2>\r\n
              <p>Proactive customer support is about identifying and resolving customer issues before they even arise. It<strong> </strong>takes customer service to a whole new level and is crucial from a loyalty perspective. With AI enabling the analysis of customer interactions and sentiment across all channels at a scale, precision and speed not achievable by humans, organizations will get access to a whole new level of customer knowledge. By gathering data along the way, contact centers will be able to offer a broader range of personalized experiences to customers, predict their frustration and anticipate their needs – by offering support, education and special offers in line with their personal circumstances. Gartner estimates that by 2023, 30% of customer service businesses will deliver proactive services by using AI-enabled process orchestration and continuous intelligence.</p>\r\n
              <p>&nbsp;</p>\r\n
              <p><strong>Want to know more about the evolution of contact centers?</strong></p>\r\n
              <p><strong>Download our white paper <a href="https://www.vocalcom.com/744"><u>Contact Centers of the Future: Creating the experience of tomorrow</u></a></strong></p>\r\n
              <p>&nbsp;</p>\r\n
              <p><em>In order help organizations answer the challenges of the digitalization of the customer journey, Vocalcom, leader in Contact Center Solutions, offers AI-ready omnichannel contact center platforms integrating with the best chatbots, voicebots or smart pairing technologies: </em><a href="https://www.vocalcom.com/752"><em>https://www.vocalcom.com/hermes360/</em></a></p>
              """
            +post_title: "How AI will change the face of customer experience"
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            +post_modified: "2020-10-22 08:20:38"
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          5 => WP_Post {#2625
            +ID: 5177
            +post_author: "1"
            +post_date: "2020-06-22 08:40:00"
            +post_date_gmt: "2020-06-22 06:40:00"
            +post_content: """
              <p><strong><em>The COVID-19 pandemic strongly accelerated the remote working trend. To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout (</em></strong><a href="https://www.vocalcom.com/746"><strong><em>Toister Solutions</em></strong></a><strong><em>).</em></strong><a href="https://www.vocalcom.com/744"><img class="aligncenter" src="https://www.vocalcom.com/wp-content/uploads/2020/10/white-paper-banner-en.png" alt="" width="519" height="150" /></a></p>\r\n
              <h2><strong>The new paradigm of Work</strong></h2>\r\n
              <p>An increasing number of employees seek alternative ways to do their job: 74% of the US workforce would be willing to quit a position for one that offers remote work (<a href="https://www.vocalcom.com/747">Zapier.com</a>). The COVID-19 pandemic accelerated this existing trend: while the crisis was raging, a <a href="https://www.vocalcom.com/748">survey by Gartner</a> revealed that 41% of employees expected to be more likely to work remotely at least some of the time after the pandemic, while a survey by<a href="https://www.vocalcom.com/749"> Global Workplace Analytics</a> showed that 77% of the workforce wanted to work from home (“WFH”) after it. Remote working offers many benefits to contact centers, as, beyond answering the aspirations of some of their employees for more flexibility, it also allows them to access new skills and competencies by recruiting agents that are not within the area of the physical contact center office. To ensure business continuity, agents must be supported anytime, anywhere. For this, contact center managers need to ensure a swift switch to the remote working model over the long term to continue to deliver a world-class customer experience.</p>\r\n
              <h2><strong>The 2.0 Contact Center  </strong></h2>\r\n
              <p>For a successful and quick transition to a remote work setting, technology is, as always, the answer. Cloud technology is critical to provide access to the same tools and data in real time from multiple contact centers, including at home agents, while answering the challenges of quick deployment, security and scalability. Agents need technologies that help them be productive while working from home. According to a Toister Solutions research, one of the <a href="https://www.vocalcom.com/750">top five challenges</a> plaguing call center agent performance is how much of agents’ time gets sucked up by low-value work and the lack of context agents have about their customers. To support remote agents, it is critical to deploy an <a href="https://www.vocalcom.com/730"><em>intuitive and easy-to-use Cloud contact center</em></a><em> platform</em> requiring minimal training to be autonomous and efficient. Offering a solution which <a href="https://www.vocalcom.com/732"><em>integrates seamlessly with the company’s CRM application</em></a>, and offers instant access to both customer data and history of the customer journey across all channels, will enable agents remain performant from any location. Additionally, integrating AI solutions such as chatbots or virtual assistants can assist agents by absorbing extra volumes of calls or managing low-value enquiries and let them focus on the more complex conversations. Having access to the best technology increases the feeling amongst agents that they can focus on what matters, add value, rather than waste time finding customer data in complex systems or fill endless questionnaires after each client interaction.</p>\r\n
              <h2><strong>Remote </strong><strong>Human Management </strong></h2>\r\n
              <p>The pre-requisite for a successful switch to the 2.0 call center is that HR methods adapt too. This first implies looking at new types of ergonomics such connectivity infrastructure, especially a good Wi-Fi at home, adequate PCs, and good collaborative digital tools.Providing intuitive contact center solutions will accelerate training and adoption by distant agents. HR will also have to use digital training tools and monitor agents remotely. It is key that supervisors can have remote access to real-time supervision dashboards to manage agents, workflows and performances, while leveraging quality monitoring functionalities to support and grow their agents’ competencies.As agents who don’t have daily visibility into their metrics sit at an increased risk for burnout (Toister study), offering them custom reports and dashboards to self-monitor their KPIs is mission-critical to their well-being – and to the service delivered by the contact center.By creating a different type of work culture that fosters efficiency and innovation, businesses will enhance agent satisfaction and retention: engaged and satisfied employees are 8.5 times more likely to stay than leave within a year, according to <a href="https://www.vocalcom.com/58">McKinsey &amp; Co.</a> As brand ambassadors, happy and empowered agent will make a real impact on the bottom line: happy employees are 31% more productive (Harvard/MIT study), while 90% of consumers are likely to stay loyal after a positive call center experience (<a href="https://www.vocalcom.com/59">2020 CallMiner Churn Index</a>).</p>\r\n
              <p>&nbsp;</p>\r\n
              <p><strong>Want to know more about the evolution of contact centers ?</strong></p>\r\n
              <p><strong>Download our white paper <a href="https://www.vocalcom.com/744"><u>Contact Centers of the Future: Creating the experience of tomorrow</u></a></strong></p>\r\n
              <p>&nbsp;</p>\r\n
              <p>Vocalcom, leader in Contact Center solutions in the Cloud, helps organizations deploy a work-from-home model for their agents, with an easy-to-use and intuitive Cloud platform offering the best inbound and outbound omnichannel capabilities and real-time supervision. To know more: <a href="https://www.vocalcom.com/5">www.vocalcom.com</a></p>
              """
            +post_title: "The Work-from-Home Revolution & the Engagement Challenge"
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          6 => WP_Post {#2626
            +ID: 5174
            +post_author: "1"
            +post_date: "2020-06-18 07:24:00"
            +post_date_gmt: "2020-06-18 05:24:00"
            +post_content: """
              <p><strong><em>Cloud has been crucial to maintain business continuity and facilitate remote working during the COVID-19 health crisis. The businesses that had already transitioned to this new environment are reaping the benefits. Those who haven’t are learning, at their expense, that Cloud is not just a ‘nice to have’ but is an essential tool for survival today - and tomorrow.</em></strong></p>\r\n
              <p><a href="https://www.vocalcom.com/744"><img class="aligncenter" src="https://www.vocalcom.com/wp-content/uploads/2020/10/white-paper-banner-en.png" alt="" width="519" height="150" /></a></p>\r\n
              <h2><strong>COVID-19: reinforcing the case for the shift to Cloud </strong></h2>\r\n
              <p>Before the pandemic even started to disrupt business, the contact center industry was already widely migrating to Cloud. <a href="https://www.vocalcom.com/56">Gartner’s 2019 Magic Quadrant report</a> anticipated that, by 2022, contact center as a service (CCaaS) would become the preferred adoption model for about half of contact centers, up from about 10% in 2019. “CCaaS solutions offer technology that mostly aligns with the “getting connected” pillar of great customer service, providing foundational capabilities,” noted Gartner in the report. The list of benefits for customers, agents and consumers is undoubtedly long: deployment in just a matter of days, reduced costs and capex, instant scalability and elasticity, data visibility and accessibility, enhanced security, more distributed model of operation, etc. Cloud can also help seamlessly integrate emerging technologies such as automation or AI, so they can all be added incrementally and continuously as the business requires.</p>\r\n
              <h2><strong>Supporting the ‘Work from Home’ Agent (WFHA)</strong></h2>\r\n
              <p>However, the advantages of Cloud became even more obvious during the COVID-19 pandemic, with the shift to Cloud now likely to exceed recent predictions. During the height of the crisis, social distancing forced contact centers to embrace the Work-From-Home (WFH) model. Going forward, contact center managers will have to consider allowing agents to work from their home, or from the contact center and home as part of a ‘blended’ WFH model, since this will become the ‘New Normal’. Businesses will need to diversify their contact center agents across multiple sites and throw in WFH to guarantee business continuity whatever the next crisis may be, while also reaching out to new remote competencies. Cloud technology allows this virtual support of operations and remote agents outside the traditional model, while ensuring that all contact center teams receive access to the same tools and experiences, wherever they are.</p>\r\n
              <h2><strong>Cloud’s flexibility enhances agent and client experience</strong></h2>\r\n
              <p>As agents adapt to the ‘new normal’, with an acceleration of the digitalization of the customer journey, delivering a seamless cloud-based omnichannel customer experience across all contact points (phone, email, chat, messaging and all social media) is key: ensuring business continuity means adapting to the new customers’ communication preferences, especially digital ones. An <a href="https://www.vocalcom.com/730"><em>all-in-one Cloud contact center platform</em></a> can harness data from all sources, applications and touch points and then convert it into real-time and historical actionable insights. Cloud-based contact center technology also supports seamless integration of self-service, analytics and AI tools such as chatbots and virtual assistants to flatten the curve of incoming calls and focus agents on the more complex conversations. All these capabilities, plus the benefits of <a href="https://www.vocalcom.com/732">native integration</a> with CRM applications, will enhance the overall experience of both agents and customers with full contextual data, helping the customer feel looked after and valued at a time of uncertainty.As a brand’s reputation remains its more valuable asset, Cloud contact center platforms will become a key differentiator for the organizations that want to handle any changes in the market and adapt seamlessly, at record speeds.</p>\r\n
              <p><strong>Want to know more about the evolution of contact centers?</strong></p>\r\n
              <p><strong>Download our white paper <a href="https://www.vocalcom.com/744"><u>Contact Centers of the Future: Creating the experience of tomorrow</u></a></strong></p>\r\n
              <p>&nbsp;</p>\r\n
              <p>Leveraging Vocalcom’s <a href="https://www.vocalcom.com/745"><em>Free Interim Licenses programme</em></a> for up to 60 days, applicable on all Vocalcom Cloud contact center solutions including Vocalcom Salesforce Edition, can help organizations of all sizes overcome the challenge of transitioning quickly to a WFH model or manage peaks of activity. Vocalcom has been deploying <a href="https://www.vocalcom.com/730"><em>Cloud Contact Center</em></a> solutions since 2012, enabling organizations with the latest innovations to improve agents’ productivity and customer experience.</p>
              """
            +post_title: "Cloud, the ‘New Normal’ for business continuity and performance"
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              <div id="lp-pom-text-210" class="lp-element lp-pom-text nlh">For most companies, the customer experience (CX) has become, more than a key differentiator from the competition, a crucial element in the battle for survival in a period of great disruption. The COVID-19 pandemic has highlighted the importance of the contact center as a pillar of the customer experience. At the height of the crisis, it became the single point of contact between the brand and the customer.</div>\r\n
              <div> </div>\r\n
              <div class="lp-element lp-pom-text nlh">Customer satisfaction can no longer be dissociated from the well-being of agents. Now that the customer experience has become 100% omnichannel, and remote working is expected of employees, there is a need to rethink the contact center. A contact center as a service (CCaaS); more agile, more flexible, with integrated artificial intelligence (AI), and where contact with a human agent is maintained as a priority.</div>\r\n
              <div> </div>\r\n
              <div class="lp-element lp-pom-text nlh"><strong>In this white paper, we share our vision and our way of going about rising to the challenge.</strong></div>
              """
            +post_title: "[White Paper] Contact Centers of the Future: Creating Tomorrow’s Experience"
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            +ID: 5171
            +post_author: "1"
            +post_date: "2020-06-16 07:09:00"
            +post_date_gmt: "2020-06-16 05:09:00"
            +post_content: """
              <p>For most companies out there, customer experience (CX) has become, more than a key differentiator against competition, a crucial element in their battle for survival in an era of great disruption. A <a href="https://www.vocalcom.com/57"> recent Gartner study</a> reveals that 89% of companies expect to compete based on customer experience and services.<a href="https://www.vocalcom.com/744"><img class="aligncenter" src="https://www.vocalcom.com/wp-content/uploads/white-paper-banner-en.png" alt="" width="519" height="150" /></a></p>\r\n
              <p>The COVID-19 pandemic has put to the fore the importance of the contact center as a pillar of customer experience – during the height of the crisis, it became the single contact point between the brand and the customer.</p>\r\n
              <p>Meanwhile, at the same time, the sanitary emergency has also forced contact centers, like many other industries, to accelerate their digitalization, with remote working, transition to the Cloud, increased use of social media and the use of emerging technologies to answer the needs of a remote workforce and the increasingly digital journey of the customers.</p>\r\n
              <p>The movement had already started of course, as Millennials and ‘Zs’, the new generation of real digitally-native agents and customers, force the industry to adopt omnichannel work platforms and new digital tools like AI to free workers of the more mundane tasks to add value or offer a personalized experience. This is because both employee and customer loyalty remains a hot topic, with the use of intuitive and effective technology seen as a way to enhance satisfaction for both.</p>\r\n
              <p>A positive experience makes a real difference to the bottom line. One of the key takeaways of 2020 CallMiner Churn survey is that contact center performance drives both loyalty and churn, with 90% of consumers saying they are likely to stay loyal after a positive call center experience, while nearly three quarters (73.7%) were likely to switch after a negative call center experience.</p>\r\n
              <p>Finally, what our turbulent times have shown as we speed up digitalization is that we must not lose the <em>people</em> element. A study by Appian (done by IDG in the United States and Europe) showed that 82% of respondents agree that companies must strive to increase the human side of their interactions and add to it more their "personal touch". </p>\r\n
              <p>Technology empowers people but does not replace them. The single most important value of the contact center now and going forward as customers and employees navigate an increasingly complex world is - or should be - <em>empathy</em>.</p>\r\n
              <p style="text-align: right;">Carlo Costanzia</p>\r\n
              <p style="text-align: right;">CEO of Vocalcom</p>\r\n
              <p><strong>Want to know more about the evolution of contact centers?</strong></p>\r\n
              <p><strong>Download our white paper <a href="https://www.vocalcom.com/744"><u>Contact Centers of the Future: Creating the experience of tomorrow</u></a></strong></p>\r\n
              <p>&nbsp;</p>\r\n
              <p>Leveraging Vocalcom’s <a href="https://www.vocalcom.com/745"><em>Free Interim Licenses programme</em></a> for up to 60 days, applicable on all Vocalcom Cloud contact center solutions including Vocalcom Salesforce Edition, can help organizations of all sizes overcome the challenge of transitioning quickly to a WFH model or manage peaks of activity. Vocalcom has been deploying <a href="https://www.vocalcom.com/730"><em>Cloud Contact Center</em></a> solutions since 2012, enabling organizations with the latest innovations to improve agents’ productivity and customer experience.</p>
              """
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          "contents_2_text" => "Reason N°1: Omnichannel is no longer a choice, but a fact!"
          "_contents_2_text" => "field_5f3a8c4c8fd86"
          "contents_3_text" => "<p>Customer journeys are becoming more and more digital. This phenomenon has been especially highlighted by the COVID-19 crisis. The customer uses and masters all channels indifferently, including chat, instant messaging, and social media channels. A Deloitte study further reveals that 60% of customers interact with a company through different communication channels and expect a consistent user experience, regardless of the time, the place, the device, or the medium used. And according to the customer profile, or the problem encountered, the channels differ. A <a href="https://www.facebook.com/iq/insights-to-go/among-people-surveyed-across-4-markets-who-message-businesses-over-76-message-businesses-to-get-customer-service-support-for-a-product-or-service/?q=support">Facebook IQ study</a> reveals that more than 76% of customers send messages to companies through Facebook Messenger, to receive customer support linked to a product or service. As for social media, they are the preferred customer support channels for those under age 25, <a href="https://www.consumerreports.org/customer-service/got-bad-customer-service-how-to-complain-well-and-get-results/">with 32% of this demographic</a> naming these channels as their first choice. To respond efficiently to all specific cases, the contact center must be able to handle the management of all customer experience channels in a neutral manner.</p>"
          "_contents_3_text" => "field_5f3a8c638fd8a"
          "contents_4_text" => "Reason N°2: Answer requests and improve customer satisfaction"
          "_contents_4_text" => "field_5f3a8c4c8fd86"
          "contents_5_text" => "<p>The time when companies questioned the idea of multichannel customer service is over. But be careful, as multichannel does not necessarily mean omnichannel. Contact centers must be equipped with an <a href="https://www.vocalcom.com/call-center-solutions/omnichannel-contact-center/">omnichannel solution</a> that allows not only moving from one channel to another within a single interface, but above all to do so without having to ask the customer for information he has already provided during previous interactions with the company. The main customer expectations are essentially consistency and simplicity when they move from one communication channel to another. A UC Today study shows that 9 out of 10 consumers want an omnichannel experience with seamless service between communication methods. The challenge of top priority : to have a 360° view of customer data and a complete history of his conversations, and to have a consolidated view of data that allows an agent to pick up the conversation where it was left off with the previous agent. This customer knowledge can be enriched with the <a href="https://www.vocalcom.com/call-center-solutions/contact-center-integration/">integration</a> of the contact center solution with CRM software or industry applications in order to provide personalized and contextualized answers under all circumstances.</p>"
          "_contents_5_text" => "field_5f3a8c638fd8a"
          "contents_6_text" => "Reason N°3: Promote autonomy for 24/7 customer satisfaction"
          "_contents_6_text" => "field_5f3a8c4c8fd86"
          "contents_7_text" => "<p>According to Gartner, offering quick and relevant self-service increases customer satisfaction by 12%. Whether it means providing a list of frequently asked questions or integrating a <a href="https://www.vocalcom.com/call-center-solutions/call-center/ivr/">self-service IVR</a> or <a href="https://www.vocalcom.com/call-center-solutions/contact-center-ai/">chatbot-type</a> conversational interface into your service portfolio, the challenge is increasing customers’ satisfaction by allowing them to find the answers to their questions at any time. This approach works for simple or recurring questions but does not allow you to answer all requests, especially when the questions are complex or emotionally charged (insatisfaction, anger…). A Forrester study thus states that 63% of consumers are satisfied getting service from a chatbot, as long as they have the option to move the conversation to a human if needed. It is therefore important to clearly define your customer journeys and equip your contact center with an <a href="https://www.vocalcom.com/call-center-solutions/omnichannel-contact-center/">omnichannel solution</a> that allows quick and contextualized switches from one channel to another.</p>"
          "_contents_7_text" => "field_5f3a8c638fd8a"
          "contents_8_text" => "Reason N°4: Provide the best service"
          "_contents_8_text" => "field_5f3a8c4c8fd86"
          "contents_9_text" => "<p>If one considers that the time it takes to resolve a problem impacts the cost of handling a request, it is crucial to be able to point the customer toward the right channel for the right request.  A recent Forrester study brings to light how, in the case of handling a request via email, it takes on average 2 to 3 days for a complete resolution to the problem, compared to 6 to 10 minutes by phone. With an omnichannel contact center solution, it is possible to find the best cost/satisfaction ratio. A customer request communicated by email or through <a href="https://www.vocalcom.com/call-center-solutions/omnichannel-contact-center/">social media</a> can be handled with an agent callback in order to resolve the problem as quickly as possible. A request made by phone can be resolved by a follow-up email according to the urgency level of the request and the time needed to answer it properly. An <a href="https://www.vocalcom.com/call-center-solutions/omnichannel-contact-center/">omnichannel contact center</a> offers customers as well as agents the opportunity to use the most efficient, least expensive, and most relevant communication channel!</p>"
          "_contents_9_text" => "field_5f3a8c638fd8a"
          "contents_10_text" => "Reason N°5: Improve agent comfort and retention"
          "_contents_10_text" => "field_5f3a8c4c8fd86"
          "contents_11_text" => """
            <p>Contact center agents are at the heart of your omnichannel strategy. While going omnichannel is an essential means of improving customer satisfaction, <a href="https://www.aberdeen.com/cmo-essentials/do-you-have-a-traditional-call-center-or-an-intelligent-contact-center/">the increase in the number of interaction channels serves as a stress factor for 67% of agents questioned.</a> The quality, intuitiveness, and user-friendliness of the omnichannel solution deployed within the contact center plays a determining role in the reduction of this stress. To subscribe your contact center to an omnichannel setup, you must also be able to invest in the talents and wishes of each agent, in order to deliver the best service to the customer. Data sharing, access to a <a href="https://www.youtube.com/watch?v=zASEr_K5TfU">360° view of the customer’s history</a> with the brand, and the richness of the « agent » view in the contact center solution are all elements which:</p>\r\n
            <ul>\r\n
            \t<li>- reassure agents,</li>\r\n
            \t<li>- limit team attrition,</li>\r\n
            \t<li>- and reduce daily stress.</li>\r\n
            </ul>\r\n
            <p>&nbsp;</p>\r\n
            <p>When customer service agents feel that their systems and tools improve their ability to manage customer problems and simplify their daily work, their productivity can increase by <a href="https://www.gartner.com/en/newsroom/press-releases/2020-03-03-gartner-identifies-the-top-five-customer-service-tech">up to 20%,</a> which contributes to increasing customer satisfaction by 11% according to Gartner. The well-being of contact center agents is a determining element of the quality of the experience delivered to the customer. It is an efficient way to fight agent turnover within the contact center which, for the record, varies between 30 and 45% according to a Daily Pay study, or close to twice the average of all jobs in the United States.</p>
            """
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            <p>Going omnichannel in the contact center is a is a promise of customer experience optimization. Nothing surprising as customers have adopted this approach quickly and 91% of them expect an omnichannel experience, according to an Aberdeen study.</p>\r\n
            <p>The recent crisis linked to COVID-19 has demonstrated the importance of the continuity of the bond between brands and their customers. A bond of which contact center agents are the cement. By offering them intuitive and <a href="https://www.vocalcom.com/solutions/customer-service-call-center/">user-friendly solutions</a> in order to accomplish their assignments, and by recentering them on value-added tasks, going omnichannel becomes an opportunity. Consequently, close to 6 out of 10 agents (54% according to Aberdeen) consider the increase in the number of channels within the contact center as a positive change in their careers.</p>
            """
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        +post_title: "5 good reasons to deploy an omnichannel customer experience"
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        +"contents_0_text": "As a result of customer journey digitalization, the interaction channels between customers and brands have increased, putting customer knowledge and data sharing at the heart of a double challenge: customer satisfaction and agent retention. From efficiency to timeliness to cost management, here are 5 reasons to offer an omnichannel experience."
        +"_contents_0_text": "field_5f3a8c588fd88"
        +"contents_1_text": "<p>Since interaction channels are multiplying and the borders which separate them are disappearing, the customer experience must be viewed in an omnichannel manner. The objective? To respond more quickly and with more relevance to customer requests. According to McKinsey, 70% of buying experiences are based on how the customer feels he is being treated. It is therefore crucial that customer service be present at the right time with the right response to the customer’s expectations. But such a task is demanding, and according to Gartner, between now and 2022, 50% of large companies will have still failed to unify engagement channels engagement channels with their customers.</p>"
        +"_contents_1_text": "field_5f3a8c638fd8a"
        +"contents_2_text": "Reason N°1: Omnichannel is no longer a choice, but a fact!"
        +"_contents_2_text": "field_5f3a8c4c8fd86"
        +"contents_3_text": "<p>Customer journeys are becoming more and more digital. This phenomenon has been especially highlighted by the COVID-19 crisis. The customer uses and masters all channels indifferently, including chat, instant messaging, and social media channels. A Deloitte study further reveals that 60% of customers interact with a company through different communication channels and expect a consistent user experience, regardless of the time, the place, the device, or the medium used. And according to the customer profile, or the problem encountered, the channels differ. A <a href="https://www.facebook.com/iq/insights-to-go/among-people-surveyed-across-4-markets-who-message-businesses-over-76-message-businesses-to-get-customer-service-support-for-a-product-or-service/?q=support">Facebook IQ study</a> reveals that more than 76% of customers send messages to companies through Facebook Messenger, to receive customer support linked to a product or service. As for social media, they are the preferred customer support channels for those under age 25, <a href="https://www.consumerreports.org/customer-service/got-bad-customer-service-how-to-complain-well-and-get-results/">with 32% of this demographic</a> naming these channels as their first choice. To respond efficiently to all specific cases, the contact center must be able to handle the management of all customer experience channels in a neutral manner.</p>"
        +"_contents_3_text": "field_5f3a8c638fd8a"
        +"contents_4_text": "Reason N°2: Answer requests and improve customer satisfaction"
        +"_contents_4_text": "field_5f3a8c4c8fd86"
        +"contents_5_text": "<p>The time when companies questioned the idea of multichannel customer service is over. But be careful, as multichannel does not necessarily mean omnichannel. Contact centers must be equipped with an <a href="https://www.vocalcom.com/call-center-solutions/omnichannel-contact-center/">omnichannel solution</a> that allows not only moving from one channel to another within a single interface, but above all to do so without having to ask the customer for information he has already provided during previous interactions with the company. The main customer expectations are essentially consistency and simplicity when they move from one communication channel to another. A UC Today study shows that 9 out of 10 consumers want an omnichannel experience with seamless service between communication methods. The challenge of top priority : to have a 360° view of customer data and a complete history of his conversations, and to have a consolidated view of data that allows an agent to pick up the conversation where it was left off with the previous agent. This customer knowledge can be enriched with the <a href="https://www.vocalcom.com/call-center-solutions/contact-center-integration/">integration</a> of the contact center solution with CRM software or industry applications in order to provide personalized and contextualized answers under all circumstances.</p>"
        +"_contents_5_text": "field_5f3a8c638fd8a"
        +"contents_6_text": "Reason N°3: Promote autonomy for 24/7 customer satisfaction"
        +"_contents_6_text": "field_5f3a8c4c8fd86"
        +"contents_7_text": "<p>According to Gartner, offering quick and relevant self-service increases customer satisfaction by 12%. Whether it means providing a list of frequently asked questions or integrating a <a href="https://www.vocalcom.com/call-center-solutions/call-center/ivr/">self-service IVR</a> or <a href="https://www.vocalcom.com/call-center-solutions/contact-center-ai/">chatbot-type</a> conversational interface into your service portfolio, the challenge is increasing customers’ satisfaction by allowing them to find the answers to their questions at any time. This approach works for simple or recurring questions but does not allow you to answer all requests, especially when the questions are complex or emotionally charged (insatisfaction, anger…). A Forrester study thus states that 63% of consumers are satisfied getting service from a chatbot, as long as they have the option to move the conversation to a human if needed. It is therefore important to clearly define your customer journeys and equip your contact center with an <a href="https://www.vocalcom.com/call-center-solutions/omnichannel-contact-center/">omnichannel solution</a> that allows quick and contextualized switches from one channel to another.</p>"
        +"_contents_7_text": "field_5f3a8c638fd8a"
        +"contents_8_text": "Reason N°4: Provide the best service"
        +"_contents_8_text": "field_5f3a8c4c8fd86"
        +"contents_9_text": "<p>If one considers that the time it takes to resolve a problem impacts the cost of handling a request, it is crucial to be able to point the customer toward the right channel for the right request.  A recent Forrester study brings to light how, in the case of handling a request via email, it takes on average 2 to 3 days for a complete resolution to the problem, compared to 6 to 10 minutes by phone. With an omnichannel contact center solution, it is possible to find the best cost/satisfaction ratio. A customer request communicated by email or through <a href="https://www.vocalcom.com/call-center-solutions/omnichannel-contact-center/">social media</a> can be handled with an agent callback in order to resolve the problem as quickly as possible. A request made by phone can be resolved by a follow-up email according to the urgency level of the request and the time needed to answer it properly. An <a href="https://www.vocalcom.com/call-center-solutions/omnichannel-contact-center/">omnichannel contact center</a> offers customers as well as agents the opportunity to use the most efficient, least expensive, and most relevant communication channel!</p>"
        +"_contents_9_text": "field_5f3a8c638fd8a"
        +"contents_10_text": "Reason N°5: Improve agent comfort and retention"
        +"_contents_10_text": "field_5f3a8c4c8fd86"
        +"contents_11_text": """
          <p>Contact center agents are at the heart of your omnichannel strategy. While going omnichannel is an essential means of improving customer satisfaction, <a href="https://www.aberdeen.com/cmo-essentials/do-you-have-a-traditional-call-center-or-an-intelligent-contact-center/">the increase in the number of interaction channels serves as a stress factor for 67% of agents questioned.</a> The quality, intuitiveness, and user-friendliness of the omnichannel solution deployed within the contact center plays a determining role in the reduction of this stress. To subscribe your contact center to an omnichannel setup, you must also be able to invest in the talents and wishes of each agent, in order to deliver the best service to the customer. Data sharing, access to a <a href="https://www.youtube.com/watch?v=zASEr_K5TfU">360° view of the customer’s history</a> with the brand, and the richness of the « agent » view in the contact center solution are all elements which:</p>\r\n
          <ul>\r\n
          \t<li>- reassure agents,</li>\r\n
          \t<li>- limit team attrition,</li>\r\n
          \t<li>- and reduce daily stress.</li>\r\n
          </ul>\r\n
          <p>&nbsp;</p>\r\n
          <p>When customer service agents feel that their systems and tools improve their ability to manage customer problems and simplify their daily work, their productivity can increase by <a href="https://www.gartner.com/en/newsroom/press-releases/2020-03-03-gartner-identifies-the-top-five-customer-service-tech">up to 20%,</a> which contributes to increasing customer satisfaction by 11% according to Gartner. The well-being of contact center agents is a determining element of the quality of the experience delivered to the customer. It is an efficient way to fight agent turnover within the contact center which, for the record, varies between 30 and 45% according to a Daily Pay study, or close to twice the average of all jobs in the United States.</p>
          """
        +"_contents_11_text": "field_5f3a8c638fd8a"
        +"contents_12_text": "And tomorrow?"
        +"_contents_12_text": "field_5f3a8c4c8fd86"
        +"contents_13_text": """
          <p>Going omnichannel in the contact center is a is a promise of customer experience optimization. Nothing surprising as customers have adopted this approach quickly and 91% of them expect an omnichannel experience, according to an Aberdeen study.</p>\r\n
          <p>The recent crisis linked to COVID-19 has demonstrated the importance of the continuity of the bond between brands and their customers. A bond of which contact center agents are the cement. By offering them intuitive and <a href="https://www.vocalcom.com/solutions/customer-service-call-center/">user-friendly solutions</a> in order to accomplish their assignments, and by recentering them on value-added tasks, going omnichannel becomes an opportunity. Consequently, close to 6 out of 10 agents (54% according to Aberdeen) consider the increase in the number of channels within the contact center as a positive change in their careers.</p>
          """
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          "contents_0_text" => "Vocalcom cloud contact center technology allows Simplify to deploy a single tool standardized across all of its contact center platforms to gain agility, ensure optimal service quality for its customers and the patients, and facilitate remote working for its agents."
          "_contents_0_text" => "field_5f3a8c4c8fd86"
          "contents_1_text" => "Simplify, a service provider for health professionals, has been relying for years on Vocalcom, the global leader in customer experience and cloud contact center solutions, to optimize the inbound call management of its contact centers dedicated to scheduling medical appointments for health establishments."
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          "contents_2_text" => "<p>Specialized in the scheduling of appointments and the data input of medical reports in real time for clinics and hospitals, Simplify has contact centers in France, Tunisia, Morocco, and Madagascar and counts among its customers more than 500 French, as well as Swiss and Belgian, public and private health establishments. Simplify agents manage more than 400,000 phone calls per month, from their contact centers or with agents working remotely in different countries – a company strategy since the start of the business.In the past, Simplify used an external service provider to manage its inbound calls. The company decided to internalize its management in France and abroad, and to equip itself with an intuitive, stable, and flexible solution available in the cloud in order to meet the needs of its customers and the changes in the industry. After carrying out a market analysis, Simplify turned to Vocalcom which thereby deployed its cloud solution for the management of the company’s contact centers.</p>"
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          "contents_4_text" => "<p>Available in the cloud, the Vocalcom solution was operational and quick to deploy within the different Simplify contact centers, while also allowing the company to further develop a remote working model for its most experienced and autonomous agents. Everyone uses a standardized tool with the same features, regardless of their location, in order to meet the changes in working modes. The choice of cloud also adheres to a quality approach. Thanks to the Vocalcom solution, Simplify can easily adjust its resources according to its customers’ needs, by rapidly recruiting experts in different countries.</p>"
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          "contents_5_text" => "We decided from the start to choose a solution available in the cloud. A choice which turned out to be particularly wise during the confinement, a period during which Vocalcom knew how to assist us by proposing appropriate solutions that responded to the new constraints of our customers arising from the crisis. This allowed our agents to work remotely in an optimal manner and our managers to guarantee a level of quality service in all of our contact centers. Moreover, we intend to pursue the development of remote working, a desire made possible thanks to the agility offered by the Vocalcom cloud solution"
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          "contents_10_text" => "<p>The Vocalcom solution offers Simplify numerous essential indicators for its work (number of received and handled calls, recording of conversations with patients, average waiting time…) that reflects the quality of the service rendered. They allow the company, via a reporting tool more advanced than many of the other solutions on the market, to provide its different customers precise activity reports and trend analyses in order to adjust resources for adapting quickly to business volume. Furthermore, it has a real-time supervision feature allowing managers to oversee the performances of their contact centers and agents, in order to be able to coach them to improve the quality of their conversations with patients and increase customer satisfaction.</p>"
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          "contents_6_text" => "The contact center, an essential element for a quality patient experience"
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          "contents_7_text" => "<p>Simplify’s operations are firmly centered on the human element, and all of its agents have medical training that allows them to counsel and guide patients during their often complex medical journey. Particularly easy to use and intuitive, the Vocalcom contact center solution requires little training time, which is an important advantage for Simplify. Agents are in fact quickly operational and may concentrate on the core of their work, by guiding each patient in the steps of scheduling an appointment (prescription management, follow-up for specific requests, medical imaging…).</p>"
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          "contents_8_text" => "Vocalcom brought a solid response to our needs in order to manage the volume of appointment requests in an efficient, quick, and qualitative manner. The simplicity of the solution as well as its flexibility and stability allow us to pay the necessary attention expected by the patients for their appointment scheduling, while optimizing agent productivity,"
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          "contents_9_text" => "Real-time management to adapt to business needs"
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          "contents_11_text" => "At Vocalcom, our role is particularly to help customers optimize the management of customer service centers by providing them solutions that allow their agents to work the most simply and efficiently possible, and in all circumstances. Simplify’s operations are essential and help the smooth functioning of our health system. We are thrilled to support this company for many years now and, thanks to our cloud solution, to help them guarantee the stability and flexibility of their contact centers."
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          "contents_11_author" => "Carlo Costanzia"
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            <p><strong>About Simplify</strong></p>\r\n
            <p>Active for 17 years in the medical sector, SIMPLIFY managed to position itself as a vital player alongside health professionals thanks to its innovative solutions for medical administration management, report recording, and medical correspondence management. SIMPLIFY employs 250 associates.</p>\r\n
            <p><strong>About Vocalcom</strong></p>\r\n
            <p>Created in 1995, Vocalcom is the global leader in customer experience and omnichannel contact center solutions in the Cloud for customer service, sales, and marketing. The company offers all-in-one solutions that are flexible, personalized, and intuitive in the Cloud or on-premise. They cater to companies of all sizes that wish to accelerate their digital transformation by modernizing their contact centers and optimizing the digital experience of their customers. Vocalcom has a strong global presence with 16 offices on 4 continents, and counts more than 1 400 company customers in 47 countries around the world. </p>\r\n
            <p><strong>Press contacts:</strong></p>\r\n
            <p>Agence Grayling</p>\r\n
            <p>Manuel Chaplet / Sonia Bonvalet</p>\r\n
            <p>Tél : 01 55 30 71 00 / 80 99</p>\r\n
            <p>Email : <a href="mailto:[email protected]">[email protected]</a></p>
            """
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        +post_title: "Simplify optimizes the patient journey for scheduling medical appointments thanks to Vocalcom cloud contact center solutions"
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        +"_contents": "field_5f3a8c358fd85"
        +"contents_0_text": "Vocalcom cloud contact center technology allows Simplify to deploy a single tool standardized across all of its contact center platforms to gain agility, ensure optimal service quality for its customers and the patients, and facilitate remote working for its agents."
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        +"contents_1_text": "Simplify, a service provider for health professionals, has been relying for years on Vocalcom, the global leader in customer experience and cloud contact center solutions, to optimize the inbound call management of its contact centers dedicated to scheduling medical appointments for health establishments."
        +"_contents_1_text": "field_5f3a8c588fd88"
        +"contents_2_text": "<p>Specialized in the scheduling of appointments and the data input of medical reports in real time for clinics and hospitals, Simplify has contact centers in France, Tunisia, Morocco, and Madagascar and counts among its customers more than 500 French, as well as Swiss and Belgian, public and private health establishments. Simplify agents manage more than 400,000 phone calls per month, from their contact centers or with agents working remotely in different countries – a company strategy since the start of the business.In the past, Simplify used an external service provider to manage its inbound calls. The company decided to internalize its management in France and abroad, and to equip itself with an intuitive, stable, and flexible solution available in the cloud in order to meet the needs of its customers and the changes in the industry. After carrying out a market analysis, Simplify turned to Vocalcom which thereby deployed its cloud solution for the management of the company’s contact centers.</p>"
        +"_contents_2_text": "field_5f3a8c638fd8a"
        +"contents_4_text": "<p>Available in the cloud, the Vocalcom solution was operational and quick to deploy within the different Simplify contact centers, while also allowing the company to further develop a remote working model for its most experienced and autonomous agents. Everyone uses a standardized tool with the same features, regardless of their location, in order to meet the changes in working modes. The choice of cloud also adheres to a quality approach. Thanks to the Vocalcom solution, Simplify can easily adjust its resources according to its customers’ needs, by rapidly recruiting experts in different countries.</p>"
        +"_contents_4_text": "field_5f3a8c638fd8a"
        +"contents_5_text": "We decided from the start to choose a solution available in the cloud. A choice which turned out to be particularly wise during the confinement, a period during which Vocalcom knew how to assist us by proposing appropriate solutions that responded to the new constraints of our customers arising from the crisis. This allowed our agents to work remotely in an optimal manner and our managers to guarantee a level of quality service in all of our contact centers. Moreover, we intend to pursue the development of remote working, a desire made possible thanks to the agility offered by the Vocalcom cloud solution"
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        +"contents_5_author": "Nicolas Broussard"
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        +"contents_5_society": "President of Simplify"
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        +"_contents_5_color": "field_5f3a8cd38fd8f"
        +"contents_3_text": "Cloud deployment on multiple sites and for work from home (WHM) model to gain flexibility and agility"
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        +"contents_10_text": "<p>The Vocalcom solution offers Simplify numerous essential indicators for its work (number of received and handled calls, recording of conversations with patients, average waiting time…) that reflects the quality of the service rendered. They allow the company, via a reporting tool more advanced than many of the other solutions on the market, to provide its different customers precise activity reports and trend analyses in order to adjust resources for adapting quickly to business volume. Furthermore, it has a real-time supervision feature allowing managers to oversee the performances of their contact centers and agents, in order to be able to coach them to improve the quality of their conversations with patients and increase customer satisfaction.</p>"
        +"_contents_10_text": "field_5f3a8c638fd8a"
        +"contents_6_text": "The contact center, an essential element for a quality patient experience"
        +"_contents_6_text": "field_5f3a8c588fd88"
        +"contents_7_text": "<p>Simplify’s operations are firmly centered on the human element, and all of its agents have medical training that allows them to counsel and guide patients during their often complex medical journey. Particularly easy to use and intuitive, the Vocalcom contact center solution requires little training time, which is an important advantage for Simplify. Agents are in fact quickly operational and may concentrate on the core of their work, by guiding each patient in the steps of scheduling an appointment (prescription management, follow-up for specific requests, medical imaging…).</p>"
        +"_contents_7_text": "field_5f3a8c638fd8a"
        +"contents_8_text": "Vocalcom brought a solid response to our needs in order to manage the volume of appointment requests in an efficient, quick, and qualitative manner. The simplicity of the solution as well as its flexibility and stability allow us to pay the necessary attention expected by the patients for their appointment scheduling, while optimizing agent productivity,"
        +"_contents_8_text": "field_5f3a8c988fd8c"
        +"contents_8_author": "Nicolas Broussard"
        +"_contents_8_author": "field_5f3a8ca38fd8d"
        +"contents_8_society": "President of Simplify"
        +"_contents_8_society": "field_5f3a8cab8fd8e"
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        +"_contents_8_color": "field_5f3a8cd38fd8f"
        +"contents_9_text": "Real-time management to adapt to business needs"
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        +"contents_11_text": "At Vocalcom, our role is particularly to help customers optimize the management of customer service centers by providing them solutions that allow their agents to work the most simply and efficiently possible, and in all circumstances. Simplify’s operations are essential and help the smooth functioning of our health system. We are thrilled to support this company for many years now and, thanks to our cloud solution, to help them guarantee the stability and flexibility of their contact centers."
        +"_contents_11_text": "field_5f3a8c988fd8c"
        +"contents_11_author": "Carlo Costanzia"
        +"_contents_11_author": "field_5f3a8ca38fd8d"
        +"contents_11_society": "CEO and President of Vocalcom"
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          <p><strong>About Simplify</strong></p>\r\n
          <p>Active for 17 years in the medical sector, SIMPLIFY managed to position itself as a vital player alongside health professionals thanks to its innovative solutions for medical administration management, report recording, and medical correspondence management. SIMPLIFY employs 250 associates.</p>\r\n
          <p><strong>About Vocalcom</strong></p>\r\n
          <p>Created in 1995, Vocalcom is the global leader in customer experience and omnichannel contact center solutions in the Cloud for customer service, sales, and marketing. The company offers all-in-one solutions that are flexible, personalized, and intuitive in the Cloud or on-premise. They cater to companies of all sizes that wish to accelerate their digital transformation by modernizing their contact centers and optimizing the digital experience of their customers. Vocalcom has a strong global presence with 16 offices on 4 continents, and counts more than 1 400 company customers in 47 countries around the world. </p>\r\n
          <p><strong>Press contacts:</strong></p>\r\n
          <p>Agence Grayling</p>\r\n
          <p>Manuel Chaplet / Sonia Bonvalet</p>\r\n
          <p>Tél : 01 55 30 71 00 / 80 99</p>\r\n
          <p>Email : <a href="mailto:[email protected]">[email protected]</a></p>
          """
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          <p><strong><em>The merit of new technologies is not that it replaces employees but empowers them with tools to make them more productive, more creative, more comfortable – and, paradoxically, more empathetic. In other words, technology can make us more “human”. The necessary acceleration of contact centers’ digitalization will bring to the fore the crucial value of the human touch.</em></strong></p>\r\n
          <p><a href="https://www.vocalcom.com/744"><img class="aligncenter" src="https://www.vocalcom.com/wp-content/uploads/2020/10/white-paper-banner-en.png" alt="" width="519" height="150" /></a></p>\r\n
          <h2><strong>The value of Human-to-Human (H2H) interaction </strong></h2>\r\n
          <p>Digitalization is quickly sweeping through contact centers. The benefits, for both agents and customers, are numerous and include, notably, a 24/7 support, an omnichannel relationship, a more intuitive experience, enhancing both customer loyalty and agent satisfaction, a reduced time for resolutions and high positive contact rate, and, of course, reduced costs. However, this does not mean that agents will totally disappear from contact centers. On the contrary, the importance of the human touch will become more prominent going forward because an over-reliance on technology can negatively impact the customer experience. We are social creatures and the value interacting with another human being over a machine when dealing with a complex and emotional problem cannot be underestimated: humans offer a level of empathy that no chatbot or automated agent can currently provide. According to the 2020 CallMiner Churn Index, emotion is key to retention: after price, key drivers of termination include emotional factors like loyalty and fair treatment.</p>\r\n
          <h2><strong>Dealing with Greater Complexity</strong></h2>\r\n
          <p>On the other hand, technology does more than answering the basic needs of customers. In a <a href="https://www.vocalcom.com/755">study by Harvard</a>, 72% of respondents said frontline customer service teams experienced a higher productivity when directly empowered with data-driven analysis and decision-making. And 69% experienced a higher level of satisfaction and commitment when they could benefit from these capacities in their work. Going forward, the use of big data and analysis powered conversational assistants, chatbots and self-service, will automate the handling of simple enquiries, will allow customers to quickly and easily fix their issues themselves, 24/7. This means agents will deal with the most complex questions that automation or AI cannot solve, requiring expert or extensive knowledge. “With the plethora of available channels of interactions – particularly digital - by the time a customer places a call to a company they have likely already tried to solve their problem elsewhere – and failed –, making it all the more crucial that the agent is equipped to answer their question quickly, accurately and in context,” noted Mary Wardley, Programme Vice President, Loyalty and Customer Care, at IDC. Agents will therefore need to develop new and more sophisticated skillsets and the profession will evolve to include resources with education and skills. Equipped with the right technology, the agent will be able to get access to the insights required to offer a personalized experience and increase customer satisfaction and loyalty. “The rise of self-service has made human support even more critical. Now more than ever, when customers call a provider, we can expect two scenarios: they are already frustrated due to a lack of information and online support, or they have a complex and sensitive issue. Both cases require emotionally intelligent ‘super-agents’ who can make the right contact, solve problems and deliver exceptional service,” said Adam Walton, COO at CallMiner.</p>\r\n
          <h2><strong>The rise of the ‘Super-Agent’</strong></h2>\r\n
          <p>The ‘always-on’ enterprise of tomorrow will increasingly resort to virtual agents and bots to supplement smaller but more skilled contact centers teams. Often these teams will not be on site as the COVID-19 crisis accelerated the transition to a work from home model. The next generation of tech-savvy agents, the ‘Zs’, will likely reject long, dull shifts in centralized contact centers. They will seek to work differently and add more value. The ‘Super-agent’ of tomorrow will need to be equipped with the best and most suitable digital tools – from intuitive work platforms to news technologies like AI. They will have to answer the more complex enquiries from emotionally charged customers in times of crisis such as during the coronavirus pandemic, when they became the main, and only, contact point between consumers and brands. A recent study by Kantar showed that 70% of consumers expected brands to adopt a reassuring tone during these difficult times. It is therefore essential for customer service teams to show empathy towards customers. ‘Super-agents’ will have the power to shape their customer emotions: nearly half of customers had their emotional state change from negative to positive following their last interaction with a brand. This is a double-edged sword: at the same time, nearly one in five report having their emotional state shift because of poor agent behavior, the CallMiner survey revealed.</p>\r\n
          <p>&nbsp;</p>\r\n
          <p><strong>Want to know more about the evolution of contact centers?</strong></p>\r\n
          <p><strong>Download our white paper <a href="https://www.vocalcom.com/744"><u>Contact Centers of the Future: Creating the experience of tomorrow</u></a></strong></p>\r\n
          <p>&nbsp;</p>\r\n
          <p>Vocalcom, leader in Contact Center Solutions, helps organizations by deploying intuitive, omnichannel and AI-ready contact center platforms that allows agents to benefit from the latest technologies and deliver a quality customer experience. To find out more: <a href="https://www.vocalcom.com/5">www.vocalcom.com</a></p>
          """
        +post_date: "2020-07-02 12:00:00"
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          <p><strong><em>Before the COVID-19 health crisis, the digitalization of the customer journey had already pushed brands to increase the number of touch points with their customers on new channels. As the COVID-19 crisis accelerated this trend with businesses expanding further their online activities, an omnichannel approach has become a must.</em></strong><a href="https://www.vocalcom.com/744"><img class="aligncenter" src="https://www.vocalcom.com/wp-content/uploads/2020/10/white-paper-banner-en.png" alt="" width="519" height="150" /></a></p>\r\n
          <h2><strong>Contact centers: the epicenter of the customer experience (CX)</strong></h2>\r\n
          <p>With most physical shops shut during lockdowns as a result of the coronavirus pandemic, organizations have increased their online presence and multiplied digital touch points to maintain sales and conversations with their customers. Contact centers have become the key contact point between brands and customers to manage all interactions whatever the channel. With 9 out of 10 consumers looking for an omnichannel experience, with seamless service between communication methods <a href="https://www.vocalcom.com/753">according to UC Today</a>, contact centers have no choice but to offer unified, agile and personalized approach across all touch points. Omnichannel finds itself at the heart of the customer experience.</p>\r\n
          <h2><strong> </strong><strong>Orchestrating omnichannel customer interactions from a single place</strong></h2>\r\n
          <p>Today, when they communicate with their favorite brands, customers expect that they recognize them and know about their last conversations, whatever channel was used – phone, email, chat, instant messaging, social media or web forms. It is therefore a critical imperative to equip agents with an <a href="https://www.vocalcom.com/729"><em>all-in-one, integrated omnichannel contact center</em></a> platform managing all interactions from a unique interface as a single conversation – to avoid juggling from one screen to another - and offer the best customer experience. This is key as contact center agents report that the number of channels they are balancing is the second most common stressor, according to <a href="https://www.vocalcom.com/754">Aberdeen</a> research. An omnichannel platform also facilitates real-time supervision and reporting across all touch points to efficiently manage workforces and workflows, and analyze customer behavior.As organizations expanded their digital lead generation activities to compensate the closure of physical shops during the pandemic or the reduced traffic after they reopened, it is equally important to provide contact centers with <a href="https://www.vocalcom.com/725"><em>best-in-class outbound calling capabilities</em></a> to follow-up on digital leads with automated call out campaigns - which can be managed directly from the CRM application with <a href="https://www.vocalcom.com/732"><em>native integration of the contact center platform</em></a><em>.</em></p>\r\n
          <h2><strong>The urgent need for seamless experience</strong></h2>\r\n
          <p>Despite the crucial need to enhance customer satisfaction, many organizations struggle to deliver a seamless experience across all touchpoints – as multi-channel does not necessarily mean omni-channel. A Gartner survey says that in 2022, 50% of large organizations will have still failed to unify engagement channels, resulting in the continuation of a disjoint and siloed customer experience that lacks context. Brands therefore need to urgently revisit their contact center technology and deploy full omnichannel solutions to close the gap on customer experience.Additionally, managing the right mix between different channels is key to deliver the right customer experience. According to Gartner research on customer channel preference, phone is the most popular channel for customer service interactions, and remains a significant channel of interaction for escalation purposes and for complex issues. The human touch is still a critical component of the customer service, meaning that omnichannel contact centers need to continue to embed strong inbound and outbound phone capabilities beyond digital.Before investing, companies need to think through their entire customer journey, defining on which channel a customer might engage for a given type of interaction, what transfers could happen across departments etc. so that contact centers can deliver a real omnichannel customer experience.</p>\r\n
          <p>&nbsp;</p>\r\n
          <p><strong>Want to know more about the evolution of contact centers?</strong></p>\r\n
          <p><strong>Download our white paper <a href="https://www.vocalcom.com/744"><u>Contact Centers of the Future: Creating the experience of tomorrow</u></a></strong></p>\r\n
          <p>&nbsp;</p>\r\n
          <p>Vocalcom, leader in Contact Center solutions in the Cloud or on-premise, helps organizations boost agent’s productivity and enhance customer satisfaction, with intuitive omnichannel platforms managing the customer experience as a single conversation across unlimited channels. To know more: <a href="https://www.vocalcom.com/5">www.vocalcom.com</a></p>
          """
        +post_date: "2020-06-29 08:26:00"
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          <p><strong><em>The use of emerging technologies such as automation and AI to manage customer experience will be key to improve significantly contact centers’ efficiency and reduce costs. They will also allow the contact center to switch from a reactive to a proactive and predictive model, dramatically enhancing the agent and client experience and broadening the range of services offered.</em></strong></p>\r\n
          <p><a href="https://www.vocalcom.com/744"><img class="aligncenter" src="https://www.vocalcom.com/wp-content/uploads/2020/10/white-paper-banner-en.png" alt="" width="519" height="150" /></a></p>\r\n
          <h2><strong>COVID-19, accelerating the industry’s digitalization</strong></h2>\r\n
          <p>Across all industries, the coronavirus pandemic has forced businesses to increase their online presence to ensure business continuity and maintain a good customer experience, reinforcing the need to interact with customers and prospects remotely on an increasing number of communication channels.Technology is now the glue that is holding the digital economy together. Before the COVID-19 crisis, self-service support and automation were already becoming the norm as customers expect a 24/7 service and an effortless experience – and this trend is expected to continue to improve customer experience and reduce costs: according to Gartner, by 2023, more than 60% of all customer service engagements will be delivered via digital and web self-serve channels, up from 23% in 2019.At the same time, in today’s new ‘all-online’ paradigm, the human factor is more important than ever. Agents must be assisted by technology to do their job better, by being freed from the more mundane tasks to focus on adding value and deliver an experience that is more empathetic to the customer.</p>\r\n
          <h2><strong>AI to enhance human relationships </strong></h2>\r\n
          <p>Gartner reveals that 91% of organizations are planning to deploy AI within the next three years and that by 2025, customer service organizations that embed AI in their multichannel customer engagement platforms will elevate operational efficiency by 25%.Chat bots and virtual assistants have become very popular during the COVID-19 crisis to help organizations manage increased volumes of calls, reduce waiting time and manage costs. 74% of organizations consider conversational assistants an important enabler of customer engagement (<a href="https://www.vocalcom.com/751">CapGemini</a>), while 63% of consumers are satisfied getting service from a chatbot, as long as they have the option to move the conversation to a human if needed (Forrester).In parallel, automation and AI are transforming the processes of contact centers themselves. With the development of machine learning, organizations can deploy innovative, personality-based routing: smart pairing technologies allow, based on dynamic behavioral patterns, to match the best agent with each customer to increase the number of positive contacts and enhance satisfaction levels. By detecting customers’ moods through speech, voice and tone analysis, speech analytics help to support agents in real-time on customer interactions quality and adapt offers and processes to better meet customers’ expectations.These technological evolutions do not mean that contact center agents will disappear. On the contrary, they will empower agents to focus on the more complex customer conversations where they can add the most value, instead of spending time on repetitive queries or tasks. The technology offers agents the capabilities to deliver the customer experience aligned to customer needs and expectations, while gaining comfort, work quality and efficiency. According to a Harvard Review, 72% organizations say their frontline customer service teams reported productivity increases when they were directly empowered with analytics and data-powered decision-making capabilities.</p>\r\n
          <h2><strong>Proactive experience hubs </strong></h2>\r\n
          <p>Proactive customer support is about identifying and resolving customer issues before they even arise. It<strong> </strong>takes customer service to a whole new level and is crucial from a loyalty perspective. With AI enabling the analysis of customer interactions and sentiment across all channels at a scale, precision and speed not achievable by humans, organizations will get access to a whole new level of customer knowledge. By gathering data along the way, contact centers will be able to offer a broader range of personalized experiences to customers, predict their frustration and anticipate their needs – by offering support, education and special offers in line with their personal circumstances. Gartner estimates that by 2023, 30% of customer service businesses will deliver proactive services by using AI-enabled process orchestration and continuous intelligence.</p>\r\n
          <p>&nbsp;</p>\r\n
          <p><strong>Want to know more about the evolution of contact centers?</strong></p>\r\n
          <p><strong>Download our white paper <a href="https://www.vocalcom.com/744"><u>Contact Centers of the Future: Creating the experience of tomorrow</u></a></strong></p>\r\n
          <p>&nbsp;</p>\r\n
          <p><em>In order help organizations answer the challenges of the digitalization of the customer journey, Vocalcom, leader in Contact Center Solutions, offers AI-ready omnichannel contact center platforms integrating with the best chatbots, voicebots or smart pairing technologies: </em><a href="https://www.vocalcom.com/752"><em>https://www.vocalcom.com/hermes360/</em></a></p>
          """
        +post_date: "2020-06-24 13:31:00"
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          <p><strong><em>The COVID-19 pandemic strongly accelerated the remote working trend. To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout (</em></strong><a href="https://www.vocalcom.com/746"><strong><em>Toister Solutions</em></strong></a><strong><em>).</em></strong><a href="https://www.vocalcom.com/744"><img class="aligncenter" src="https://www.vocalcom.com/wp-content/uploads/2020/10/white-paper-banner-en.png" alt="" width="519" height="150" /></a></p>\r\n
          <h2><strong>The new paradigm of Work</strong></h2>\r\n
          <p>An increasing number of employees seek alternative ways to do their job: 74% of the US workforce would be willing to quit a position for one that offers remote work (<a href="https://www.vocalcom.com/747">Zapier.com</a>). The COVID-19 pandemic accelerated this existing trend: while the crisis was raging, a <a href="https://www.vocalcom.com/748">survey by Gartner</a> revealed that 41% of employees expected to be more likely to work remotely at least some of the time after the pandemic, while a survey by<a href="https://www.vocalcom.com/749"> Global Workplace Analytics</a> showed that 77% of the workforce wanted to work from home (“WFH”) after it. Remote working offers many benefits to contact centers, as, beyond answering the aspirations of some of their employees for more flexibility, it also allows them to access new skills and competencies by recruiting agents that are not within the area of the physical contact center office. To ensure business continuity, agents must be supported anytime, anywhere. For this, contact center managers need to ensure a swift switch to the remote working model over the long term to continue to deliver a world-class customer experience.</p>\r\n
          <h2><strong>The 2.0 Contact Center  </strong></h2>\r\n
          <p>For a successful and quick transition to a remote work setting, technology is, as always, the answer. Cloud technology is critical to provide access to the same tools and data in real time from multiple contact centers, including at home agents, while answering the challenges of quick deployment, security and scalability. Agents need technologies that help them be productive while working from home. According to a Toister Solutions research, one of the <a href="https://www.vocalcom.com/750">top five challenges</a> plaguing call center agent performance is how much of agents’ time gets sucked up by low-value work and the lack of context agents have about their customers. To support remote agents, it is critical to deploy an <a href="https://www.vocalcom.com/730"><em>intuitive and easy-to-use Cloud contact center</em></a><em> platform</em> requiring minimal training to be autonomous and efficient. Offering a solution which <a href="https://www.vocalcom.com/732"><em>integrates seamlessly with the company’s CRM application</em></a>, and offers instant access to both customer data and history of the customer journey across all channels, will enable agents remain performant from any location. Additionally, integrating AI solutions such as chatbots or virtual assistants can assist agents by absorbing extra volumes of calls or managing low-value enquiries and let them focus on the more complex conversations. Having access to the best technology increases the feeling amongst agents that they can focus on what matters, add value, rather than waste time finding customer data in complex systems or fill endless questionnaires after each client interaction.</p>\r\n
          <h2><strong>Remote </strong><strong>Human Management </strong></h2>\r\n
          <p>The pre-requisite for a successful switch to the 2.0 call center is that HR methods adapt too. This first implies looking at new types of ergonomics such connectivity infrastructure, especially a good Wi-Fi at home, adequate PCs, and good collaborative digital tools.Providing intuitive contact center solutions will accelerate training and adoption by distant agents. HR will also have to use digital training tools and monitor agents remotely. It is key that supervisors can have remote access to real-time supervision dashboards to manage agents, workflows and performances, while leveraging quality monitoring functionalities to support and grow their agents’ competencies.As agents who don’t have daily visibility into their metrics sit at an increased risk for burnout (Toister study), offering them custom reports and dashboards to self-monitor their KPIs is mission-critical to their well-being – and to the service delivered by the contact center.By creating a different type of work culture that fosters efficiency and innovation, businesses will enhance agent satisfaction and retention: engaged and satisfied employees are 8.5 times more likely to stay than leave within a year, according to <a href="https://www.vocalcom.com/58">McKinsey &amp; Co.</a> As brand ambassadors, happy and empowered agent will make a real impact on the bottom line: happy employees are 31% more productive (Harvard/MIT study), while 90% of consumers are likely to stay loyal after a positive call center experience (<a href="https://www.vocalcom.com/59">2020 CallMiner Churn Index</a>).</p>\r\n
          <p>&nbsp;</p>\r\n
          <p><strong>Want to know more about the evolution of contact centers ?</strong></p>\r\n
          <p><strong>Download our white paper <a href="https://www.vocalcom.com/744"><u>Contact Centers of the Future: Creating the experience of tomorrow</u></a></strong></p>\r\n
          <p>&nbsp;</p>\r\n
          <p>Vocalcom, leader in Contact Center solutions in the Cloud, helps organizations deploy a work-from-home model for their agents, with an easy-to-use and intuitive Cloud platform offering the best inbound and outbound omnichannel capabilities and real-time supervision. To know more: <a href="https://www.vocalcom.com/5">www.vocalcom.com</a></p>
          """
        +post_date: "2020-06-22 08:40:00"
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          <p><strong><em>Cloud has been crucial to maintain business continuity and facilitate remote working during the COVID-19 health crisis. The businesses that had already transitioned to this new environment are reaping the benefits. Those who haven’t are learning, at their expense, that Cloud is not just a ‘nice to have’ but is an essential tool for survival today - and tomorrow.</em></strong></p>\r\n
          <p><a href="https://www.vocalcom.com/744"><img class="aligncenter" src="https://www.vocalcom.com/wp-content/uploads/2020/10/white-paper-banner-en.png" alt="" width="519" height="150" /></a></p>\r\n
          <h2><strong>COVID-19: reinforcing the case for the shift to Cloud </strong></h2>\r\n
          <p>Before the pandemic even started to disrupt business, the contact center industry was already widely migrating to Cloud. <a href="https://www.vocalcom.com/56">Gartner’s 2019 Magic Quadrant report</a> anticipated that, by 2022, contact center as a service (CCaaS) would become the preferred adoption model for about half of contact centers, up from about 10% in 2019. “CCaaS solutions offer technology that mostly aligns with the “getting connected” pillar of great customer service, providing foundational capabilities,” noted Gartner in the report. The list of benefits for customers, agents and consumers is undoubtedly long: deployment in just a matter of days, reduced costs and capex, instant scalability and elasticity, data visibility and accessibility, enhanced security, more distributed model of operation, etc. Cloud can also help seamlessly integrate emerging technologies such as automation or AI, so they can all be added incrementally and continuously as the business requires.</p>\r\n
          <h2><strong>Supporting the ‘Work from Home’ Agent (WFHA)</strong></h2>\r\n
          <p>However, the advantages of Cloud became even more obvious during the COVID-19 pandemic, with the shift to Cloud now likely to exceed recent predictions. During the height of the crisis, social distancing forced contact centers to embrace the Work-From-Home (WFH) model. Going forward, contact center managers will have to consider allowing agents to work from their home, or from the contact center and home as part of a ‘blended’ WFH model, since this will become the ‘New Normal’. Businesses will need to diversify their contact center agents across multiple sites and throw in WFH to guarantee business continuity whatever the next crisis may be, while also reaching out to new remote competencies. Cloud technology allows this virtual support of operations and remote agents outside the traditional model, while ensuring that all contact center teams receive access to the same tools and experiences, wherever they are.</p>\r\n
          <h2><strong>Cloud’s flexibility enhances agent and client experience</strong></h2>\r\n
          <p>As agents adapt to the ‘new normal’, with an acceleration of the digitalization of the customer journey, delivering a seamless cloud-based omnichannel customer experience across all contact points (phone, email, chat, messaging and all social media) is key: ensuring business continuity means adapting to the new customers’ communication preferences, especially digital ones. An <a href="https://www.vocalcom.com/730"><em>all-in-one Cloud contact center platform</em></a> can harness data from all sources, applications and touch points and then convert it into real-time and historical actionable insights. Cloud-based contact center technology also supports seamless integration of self-service, analytics and AI tools such as chatbots and virtual assistants to flatten the curve of incoming calls and focus agents on the more complex conversations. All these capabilities, plus the benefits of <a href="https://www.vocalcom.com/732">native integration</a> with CRM applications, will enhance the overall experience of both agents and customers with full contextual data, helping the customer feel looked after and valued at a time of uncertainty.As a brand’s reputation remains its more valuable asset, Cloud contact center platforms will become a key differentiator for the organizations that want to handle any changes in the market and adapt seamlessly, at record speeds.</p>\r\n
          <p><strong>Want to know more about the evolution of contact centers?</strong></p>\r\n
          <p><strong>Download our white paper <a href="https://www.vocalcom.com/744"><u>Contact Centers of the Future: Creating the experience of tomorrow</u></a></strong></p>\r\n
          <p>&nbsp;</p>\r\n
          <p>Leveraging Vocalcom’s <a href="https://www.vocalcom.com/745"><em>Free Interim Licenses programme</em></a> for up to 60 days, applicable on all Vocalcom Cloud contact center solutions including Vocalcom Salesforce Edition, can help organizations of all sizes overcome the challenge of transitioning quickly to a WFH model or manage peaks of activity. Vocalcom has been deploying <a href="https://www.vocalcom.com/730"><em>Cloud Contact Center</em></a> solutions since 2012, enabling organizations with the latest innovations to improve agents’ productivity and customer experience.</p>
          """
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          <div id="lp-pom-text-210" class="lp-element lp-pom-text nlh">For most companies, the customer experience (CX) has become, more than a key differentiator from the competition, a crucial element in the battle for survival in a period of great disruption. The COVID-19 pandemic has highlighted the importance of the contact center as a pillar of the customer experience. At the height of the crisis, it became the single point of contact between the brand and the customer.</div>\r\n
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          <div class="lp-element lp-pom-text nlh">Customer satisfaction can no longer be dissociated from the well-being of agents. Now that the customer experience has become 100% omnichannel, and remote working is expected of employees, there is a need to rethink the contact center. A contact center as a service (CCaaS); more agile, more flexible, with integrated artificial intelligence (AI), and where contact with a human agent is maintained as a priority.</div>\r\n
          <div> </div>\r\n
          <div class="lp-element lp-pom-text nlh"><strong>In this white paper, we share our vision and our way of going about rising to the challenge.</strong></div>
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          <p>For most companies out there, customer experience (CX) has become, more than a key differentiator against competition, a crucial element in their battle for survival in an era of great disruption. A <a href="https://www.vocalcom.com/57"> recent Gartner study</a> reveals that 89% of companies expect to compete based on customer experience and services.<a href="https://www.vocalcom.com/744"><img class="aligncenter" src="https://www.vocalcom.com/wp-content/uploads/white-paper-banner-en.png" alt="" width="519" height="150" /></a></p>\r\n
          <p>The COVID-19 pandemic has put to the fore the importance of the contact center as a pillar of customer experience – during the height of the crisis, it became the single contact point between the brand and the customer.</p>\r\n
          <p>Meanwhile, at the same time, the sanitary emergency has also forced contact centers, like many other industries, to accelerate their digitalization, with remote working, transition to the Cloud, increased use of social media and the use of emerging technologies to answer the needs of a remote workforce and the increasingly digital journey of the customers.</p>\r\n
          <p>The movement had already started of course, as Millennials and ‘Zs’, the new generation of real digitally-native agents and customers, force the industry to adopt omnichannel work platforms and new digital tools like AI to free workers of the more mundane tasks to add value or offer a personalized experience. This is because both employee and customer loyalty remains a hot topic, with the use of intuitive and effective technology seen as a way to enhance satisfaction for both.</p>\r\n
          <p>A positive experience makes a real difference to the bottom line. One of the key takeaways of 2020 CallMiner Churn survey is that contact center performance drives both loyalty and churn, with 90% of consumers saying they are likely to stay loyal after a positive call center experience, while nearly three quarters (73.7%) were likely to switch after a negative call center experience.</p>\r\n
          <p>Finally, what our turbulent times have shown as we speed up digitalization is that we must not lose the <em>people</em> element. A study by Appian (done by IDG in the United States and Europe) showed that 82% of respondents agree that companies must strive to increase the human side of their interactions and add to it more their "personal touch". </p>\r\n
          <p>Technology empowers people but does not replace them. The single most important value of the contact center now and going forward as customers and employees navigate an increasingly complex world is - or should be - <em>empathy</em>.</p>\r\n
          <p style="text-align: right;">Carlo Costanzia</p>\r\n
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          <p><strong>Want to know more about the evolution of contact centers?</strong></p>\r\n
          <p><strong>Download our white paper <a href="https://www.vocalcom.com/744"><u>Contact Centers of the Future: Creating the experience of tomorrow</u></a></strong></p>\r\n
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          <p>Leveraging Vocalcom’s <a href="https://www.vocalcom.com/745"><em>Free Interim Licenses programme</em></a> for up to 60 days, applicable on all Vocalcom Cloud contact center solutions including Vocalcom Salesforce Edition, can help organizations of all sizes overcome the challenge of transitioning quickly to a WFH model or manage peaks of activity. Vocalcom has been deploying <a href="https://www.vocalcom.com/730"><em>Cloud Contact Center</em></a> solutions since 2012, enabling organizations with the latest innovations to improve agents’ productivity and customer experience.</p>
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        \t<li> </li>\r\n
        \t<li>- The launch of the new Vocalcom Hermes360 cloud solution, which includes advanced inbound contact management, omnichannel and AI capabilities, and the expansion of its Vocalcom Salesforce Edition platform delivering native Salesforce CTI integration.</li>\r\n
        \t<li> </li>\r\n
        \t<li>- The development of machine learning-powered features that give customers a seamless transition to agent-assisted services as well as the ability to integrate with bots.</li>\r\n
        </ul>
        """
      +"_contents_3_text": "field_5f3a8c638fd8a"
      +"contents_4_text": "« Vocalcom provides an outstanding solution with cutting-edge capabilities and a wide set of value-driven features that enable clients to efficiently manage customer services through numerous channels», comments Federico Teveles, ICT Analyst at Frost & Sullivan. « Vocalcom is one of the few companies in the European market offering two advanced CCaaS products - Vocalcom Hermes360 et Vocalcom Salesforce Edition. The company leverages it experience and flair understanding of the market to achieve technological excellence and outstanding product innovation »."
      +"_contents_4_text": "field_5f3a8c988fd8c"
      +"contents_4_author": "Federico Teveles"
      +"_contents_4_author": "field_5f3a8ca38fd8d"
      +"contents_4_society": "ICT Analyst at Frost & Sullivan"
      +"_contents_4_society": "field_5f3a8cab8fd8e"
      +"contents_4_color": "green"
      +"_contents_4_color": "field_5f3a8cd38fd8f"
      +"contents": array:5 [
        0 => "subtitle"
        1 => "text"
        2 => "text"
        3 => "text"
        4 => "quote"
      ]
      +"_contents": "field_5f3a8c358fd85"
      +"_yoast_wpseo_primary_category": "58"
      +"contents_2_text": "<p>Carlo Costanzia, President and CEO of Vocalcom, states: <em>« This recognition by Frost &amp; Sullivan is a strong sign. We constantly strive to innovate and provide the best technologies to meet contact center needs in order to improve customer experience and engagement on all communication channels. R&amp;D is part of our DNA and we are pursuing the development of our cloud offerings, on our existing Vocalcom Hermes360 and Vocalcom Salesforce Edition solutions, but also on new cloud platforms and innovative services powered by artificial intelligence.»</em></p>"
      +"_contents_2_text": "field_5f3a8c638fd8a"
      +"post_date_gmt": "2020-10-20 08:47:59"
      +"comment_status": "open"
      +"ping_status": "open"
      +"post_password": ""
      +"post_name": "frost-sullivan-names-vocalcom-in-its-frost-radar-2020-european-contact-center-as-a-service-market-report-thanks-to-its-advanced-cloud-contact-center-solutions-ccaas"
      +"to_ping": ""
      +"pinged": ""
      +"post_modified": "2020-10-20 12:17:43"
      +"post_modified_gmt": "2020-10-20 10:17:43"
      +"post_content_filtered": ""
      +"guid": "https://www.vocalcom.com/?p=11785"
      +"menu_order": 0
      +"post_mime_type": ""
      +"comment_count": "0"
      +"filter": "raw"
      +"status": "publish"
    }
  ]
]

TimberPost


ID: 519
post_type: page
slug: blog
post_name: blog
post_title: Blog
array:47 [
  "ImageClass" => "Timber\Image"
  "PostClass" => "Timber\Post"
  "TermClass" => "Timber\Term"
  "object_type" => "post"
  "custom" => array:9 [
    "_edit_last" => "2"
    "_wp_page_template" => "templates/blog.php"
    "chapo" => "<p>Learn about Vocalcom’s latest news and analyses to optimize your contact center performance and deliver an exceptional customer experience.</p>"
    "_chapo" => "field_5f3a893bce810"
    "_wpml_media_duplicate" => "1"
    "_wpml_media_featured" => "1"
    "_edit_lock" => "1601655001:1"
    "_yoast_wpseo_bctitle" => "Blog"
    "inline_featured_image" => "0"
  ]
  "\x00*\x00___content" => null
  "\x00*\x00_permalink" => null
  "\x00*\x00_next" => []
  "\x00*\x00_prev" => []
  "\x00*\x00_css_class" => null
  "id" => 519
  "ID" => 519
  "post_author" => "1"
  "post_content" => ""
  "post_date" => "2020-08-31 12:00:46"
  "post_excerpt" => ""
  "post_parent" => 0
  "post_status" => "publish"
  "post_title" => "Blog"
  "post_type" => "page"
  "slug" => "blog"
  "\x00*\x00__type" => null
  "_edit_last" => "2"
  "_wp_page_template" => "templates/blog.php"
  "chapo" => "<p>Learn about Vocalcom’s latest news and analyses to optimize your contact center performance and deliver an exceptional customer experience.</p>"
  "_chapo" => "field_5f3a893bce810"
  "_wpml_media_duplicate" => "1"
  "_wpml_media_featured" => "1"
  "_edit_lock" => "1601655001:1"
  "_yoast_wpseo_bctitle" => "Blog"
  "inline_featured_image" => "0"
  "post_date_gmt" => "2020-08-31 10:00:46"
  "comment_status" => "closed"
  "ping_status" => "closed"
  "post_password" => ""
  "post_name" => "blog"
  "to_ping" => ""
  "pinged" => ""
  "post_modified" => "2020-09-24 19:53:08"
  "post_modified_gmt" => "2020-09-24 17:53:08"
  "post_content_filtered" => ""
  "guid" => "https://www.vocalcom.com/?page_id=519"
  "menu_order" => 0
  "post_mime_type" => ""
  "comment_count" => "0"
  "filter" => "raw"
  "status" => "publish"
]

Timber Context


Base Context

array:10 [
  "http_host" => "https://www.vocalcom.com"
  "wp_title" => "Blog | Vocalcom"
  "body_class" => "page-template page-template-templates page-template-blog page-template-templatesblog-php page page-id-519"
  "site" => Site {#2426
    +admin_email: "[email protected]"
    +blogname: null
    +charset: "UTF-8"
    +description: "Un site utilisant WordPress"
    +id: null
    +language: "en-US"
    +multisite: false
    +name: "Vocalcom"
    +pingback_url: "https://www.vocalcom.com/xmlrpc.php"
    +siteurl: null
    +theme: Theme {#2431
      +name: "Yagami - Adveris"
      +version: ""
      +parent: false
      +parent_slug: null
      +slug: "yagami-adveris"
      +uri: "https://www.vocalcom.com/wp-content/themes/yagami-adveris"
      -theme: WP_Theme {#2432
        +update: false
        -theme_root: "/var/www/vocalcom.com/htdocs/wp-content/themes"
        -headers: array:13 [
          "Name" => "Yagami - Adveris"
          "ThemeURI" => ""
          "Description" => "Custom starter to build wordpress theme from scratch"
          "Author" => "Kévin Vacherot"
          "AuthorURI" => "https://www.linkedin.com/in/k%C3%A9vin-vacherot-b9a004a2/"
          "Version" => ""
          "Template" => ""
          "Status" => ""
          "Tags" => "yagami, blank"
          "TextDomain" => "Yagami"
          "DomainPath" => ""
          "RequiresWP" => ""
          "RequiresPHP" => ""
        ]
        -headers_sanitized: array:2 [
          "Name" => "Yagami - Adveris"
          "Version" => ""
        ]
        -name_translated: null
        -errors: null
        -stylesheet: "yagami-adveris"
        -template: "yagami-adveris"
        -parent: null
        -theme_root_uri: "https://www.vocalcom.com/wp-content/themes"
        -textdomain_loaded: null
        -cache_hash: "4514eacb10839afd6e1b558e83c3a993"
      }
      +id: null
      +ID: null
      +object_type: null
    }
    +title: "Vocalcom"
    +url: "https://www.vocalcom.com"
    +home_url: "https://www.vocalcom.com"
    +site_url: "https://www.vocalcom.com"
    +rdf: "https://www.vocalcom.com/feed/rdf/"
    +rss: "https://www.vocalcom.com/feed/rss/"
    +rss2: "https://www.vocalcom.com/feed/"
    +atom: "https://www.vocalcom.com/feed/atom/"
    +ID: null
    +object_type: null
    +"pingback": "https://www.vocalcom.com/xmlrpc.php"
  }
  "request" => Request {#2433
    +post: []
    +get: array:1 [
      "subid" => ""
    ]
    +id: null
    +ID: null
    +object_type: null
  }
  "user" => false
  "theme" => Theme {#2431}
  "posts" => PostQuery {#2435
    +found_posts: 1
    #userQuery: false
    #queryIterator: QueryIterator {#2436
      -_query: WP_Query {#5304
        +query: array:2 [
          "page" => ""
          "pagename" => "blog"
        ]
        +query_vars: array:64 [
          "page" => 0
          "pagename" => "blog"
          "error" => ""
          "m" => ""
          "p" => 0
          "post_parent" => ""
          "subpost" => ""
          "subpost_id" => ""
          "attachment" => ""
          "attachment_id" => 0
          "name" => "blog"
          "page_id" => 0
          "second" => ""
          "minute" => ""
          "hour" => ""
          "day" => 0
          "monthnum" => 0
          "year" => 0
          "w" => 0
          "category_name" => ""
          "tag" => ""
          "cat" => ""
          "tag_id" => ""
          "author" => ""
          "author_name" => ""
          "feed" => ""
          "tb" => ""
          "paged" => 0
          "meta_key" => ""
          "meta_value" => ""
          "preview" => ""
          "s" => ""
          "sentence" => ""
          "title" => ""
          "fields" => ""
          "menu_order" => ""
          "embed" => ""
          "category__in" => []
          "category__not_in" => []
          "category__and" => []
          "post__in" => []
          "post__not_in" => []
          "post_name__in" => []
          "tag__in" => []
          "tag__not_in" => []
          "tag__and" => []
          "tag_slug__in" => []
          "tag_slug__and" => []
          "post_parent__in" => []
          "post_parent__not_in" => []
          "author__in" => []
          "author__not_in" => []
          "ignore_sticky_posts" => false
          "suppress_filters" => false
          "cache_results" => true
          "update_post_term_cache" => true
          "lazy_load_term_meta" => true
          "update_post_meta_cache" => true
          "post_type" => ""
          "posts_per_page" => 10
          "nopaging" => false
          "comments_per_page" => "50"
          "no_found_rows" => false
          "order" => "DESC"
        ]
        +tax_query: null
        +meta_query: WP_Meta_Query {#2691
          +queries: []
          +relation: null
          +meta_table: null
          +meta_id_column: null
          +primary_table: null
          +primary_id_column: null
          #table_aliases: []
          #clauses: []
          #has_or_relation: false
        }
        +date_query: false
        +queried_object: WP_Post {#2703
          +ID: 519
          +post_author: "1"
          +post_date: "2020-08-31 12:00:46"
          +post_date_gmt: "2020-08-31 10:00:46"
          +post_content: ""
          +post_title: "Blog"
          +post_excerpt: ""
          +post_status: "publish"
          +comment_status: "closed"
          +ping_status: "closed"
          +post_password: ""
          +post_name: "blog"
          +to_ping: ""
          +pinged: ""
          +post_modified: "2020-09-24 19:53:08"
          +post_modified_gmt: "2020-09-24 17:53:08"
          +post_content_filtered: ""
          +post_parent: 0
          +guid: "https://www.vocalcom.com/?page_id=519"
          +menu_order: 0
          +post_type: "page"
          +post_mime_type: ""
          +comment_count: "0"
          +filter: "raw"
        }
        +queried_object_id: 519
        +request: """
          SELECT   vo_posts.* FROM vo_posts  JOIN vo_icl_translations wpml_translations\n
          \t\t\t\t\t\t\tON vo_posts.ID = wpml_translations.element_id\n
          \t\t\t\t\t\t\t\tAND wpml_translations.element_type = CONCAT('post_', vo_posts.post_type)  WHERE 1=1  AND (vo_posts.ID = '519') AND vo_posts.post_type = 'page' AND ( ( ( wpml_translations.language_code = 'en' OR 0 ) AND vo_posts.post_type  IN ('post','page','attachment','wp_block','companies','awards','offices','partners' )  ) OR vo_posts.post_type  NOT  IN ('post','page','attachment','wp_block','companies','awards','offices','partners' )  )  ORDER BY vo_posts.post_date DESC 
          """
        +posts: & array:1 [
          0 => WP_Post {#2670
            +ID: 519
            +post_author: "1"
            +post_date: "2020-08-31 12:00:46"
            +post_date_gmt: "2020-08-31 10:00:46"
            +post_content: ""
            +post_title: "Blog"
            +post_excerpt: ""
            +post_status: "publish"
            +comment_status: "closed"
            +ping_status: "closed"
            +post_password: ""
            +post_name: "blog"
            +to_ping: ""
            +pinged: ""
            +post_modified: "2020-09-24 19:53:08"
            +post_modified_gmt: "2020-09-24 17:53:08"
            +post_content_filtered: ""
            +post_parent: 0
            +guid: "https://www.vocalcom.com/?page_id=519"
            +menu_order: 0
            +post_type: "page"
            +post_mime_type: ""
            +comment_count: "0"
            +filter: "raw"
            +"status": "publish"
            +"id": 519
            +"slug": "blog"
            +"custom": array:9 [
              "_edit_last" => "2"
              "_wp_page_template" => "templates/blog.php"
              "chapo" => "<p>Learn about Vocalcom’s latest news and analyses to optimize your contact center performance and deliver an exceptional customer experience.</p>"
              "_chapo" => "field_5f3a893bce810"
              "_wpml_media_duplicate" => "1"
              "_wpml_media_featured" => "1"
              "_edit_lock" => "1601655001:1"
              "_yoast_wpseo_bctitle" => "Blog"
              "inline_featured_image" => "0"
            ]
          }
        ]
        +post_count: 1
        +current_post: -1
        +in_the_loop: false
        +post: WP_Post {#2670}
        +comment_count: 0
        +current_comment: -1
        +found_posts: 1
        +max_num_pages: 0
        +max_num_comment_pages: 0
        +is_single: false
        +is_preview: false
        +is_page: true
        +is_archive: false
        +is_date: false
        +is_year: false
        +is_month: false
        +is_day: false
        +is_time: false
        +is_author: false
        +is_category: false
        +is_tag: false
        +is_tax: false
        +is_search: false
        +is_feed: false
        +is_comment_feed: false
        +is_trackback: false
        +is_home: false
        +is_privacy_policy: false
        +is_404: false
        +is_embed: false
        +is_paged: false
        +is_admin: false
        +is_attachment: false
        +is_singular: true
        +is_robots: false
        +is_favicon: false
        +is_posts_page: false
        +is_post_type_archive: false
        -query_vars_hash: "ef0f2f8d04452b7f051c9fd6dc322a94"
        -query_vars_changed: false
        +thumbnails_cached: false
        -stopwords: null
        -compat_fields: array:2 [
          0 => "query_vars_hash"
          1 => "query_vars_changed"
        ]
        -compat_methods: array:2 [
          0 => "init_query_flags"
          1 => "parse_tax_query"
        ]
      }
      -_posts_class: "\Timber\Post"
    }
    #pagination: null
    flag::STD_PROP_LIST: false
    flag::ARRAY_AS_PROPS: false
    iteratorClass: "Timber\PostsIterator"
    storage: array:1 [
      0 => Post {#2438
        +ImageClass: "Timber\Image"
        +PostClass: "Timber\Post"
        +TermClass: "Timber\Term"
        +object_type: "post"
        +custom: array:9 [
          "_edit_last" => "2"
          "_wp_page_template" => "templates/blog.php"
          "chapo" => "<p>Learn about Vocalcom’s latest news and analyses to optimize your contact center performance and deliver an exceptional customer experience.</p>"
          "_chapo" => "field_5f3a893bce810"
          "_wpml_media_duplicate" => "1"
          "_wpml_media_featured" => "1"
          "_edit_lock" => "1601655001:1"
          "_yoast_wpseo_bctitle" => "Blog"
          "inline_featured_image" => "0"
        ]
        #___content: null
        #_permalink: null
        #_next: []
        #_prev: []
        #_css_class: null
        +id: 519
        +ID: 519
        +post_author: "1"
        +post_content: ""
        +post_date: "2020-08-31 12:00:46"
        +post_excerpt: ""
        +post_parent: 0
        +post_status: "publish"
        +post_title: "Blog"
        +post_type: "page"
        +slug: "blog"
        #__type: null
        +"_edit_last": "2"
        +"_wp_page_template": "templates/blog.php"
        +"chapo": "<p>Learn about Vocalcom’s latest news and analyses to optimize your contact center performance and deliver an exceptional customer experience.</p>"
        +"_chapo": "field_5f3a893bce810"
        +"_wpml_media_duplicate": "1"
        +"_wpml_media_featured": "1"
        +"_edit_lock": "1601655001:1"
        +"_yoast_wpseo_bctitle": "Blog"
        +"inline_featured_image": "0"
        +"post_date_gmt": "2020-08-31 10:00:46"
        +"comment_status": "closed"
        +"ping_status": "closed"
        +"post_password": ""
        +"post_name": "blog"
        +"to_ping": ""
        +"pinged": ""
        +"post_modified": "2020-09-24 19:53:08"
        +"post_modified_gmt": "2020-09-24 17:53:08"
        +"post_content_filtered": ""
        +"guid": "https://www.vocalcom.com/?page_id=519"
        +"menu_order": 0
        +"post_mime_type": ""
        +"comment_count": "0"
        +"filter": "raw"
        +"status": "publish"
      }
    ]
  }
  "wp_head" => FunctionWrapper {#2437
    -_class: null
    -_function: "wp_head"
    -_args: []
    -_use_ob: false
  }
  "wp_footer" => FunctionWrapper {#2440
    -_class: null
    -_function: "wp_footer"
    -_args: []
    -_use_ob: false
  }
]

Custom Context

array:31 [
  "timber" => TimberManager {#5338
    -configuration: array:3 [
      "timber" => array:2 [
        "views_location" => "/views"
        "links" => array:2 [
          "archives" => array:1 [
            "news" => "post"
          ]
          "pages" => array:1 [
            "page_exemple" => 2
          ]
        ]
      ]
      "wordpress" => array:7 [
        "show_admin_bar" => false
        "clear_head_for_yoast" => true
        "query_vars" => array:5 [
          0 => "custom_var_1"
          1 => "custom_var_2"
          2 => "custom_var_3"
          3 => "custom_var_4"
          4 => "custom_var_5"
        ]
        "theme_supports" => array:6 [
          0 => "title-tag"
          1 => "post-formats"
          2 => "post-thumbnails"
          3 => "menus"
          4 => array:2 [
            "support" => "html5"
            "arg" => array:5 [ …5]
          ]
          5 => "yoast-seo-breadcrumbs"
        ]
        "menus" => array:2 [
          "primary" => "Menu Principal"
          "secondary" => "Menu Secondaire"
        ]
        "remove_action" => array:1 [
          "wp_head" => "wp_generator"
        ]
        "images_sizes" => array:1 [
          "square_sm" => array:3 [
            "w" => 300
            "h" => 300
            "crop" => array:2 [ …2]
          ]
        ]
      ]
      "acf" => array:2 [
        "google_map_api_key" => "AIzaSyAu3dKN5vnY2X4siAPEALK5hVUHkOF5fvE"
        "options" => array:1 [
          "options_page" => array:2 [
            "page" => array:4 [ …4]
            "sub_menus" => array:10 [ …10]
          ]
        ]
      ]
    ]
  }
  "services" => TimberService {#7973}
  "translations" => array:2 [
    "yagami_demo_title" => "Site de démonstration<br/> du starter thème "Yagami Adveris""
    "yagami_demo_content" => "Ce site Wordpress de démonstration présente le starter Adveris avec le thème "Yagami Adveris". Ce starter installe nativement les modules clés pour un site Wordpress optimisé. Le thème est ensuite adapté au design 100% sur-mesure créé par le studio créatif de l'agence."
  ]
  "src" => "https://www.vocalcom.com/wp-content/themes/yagami-adveris/web/src"
  "img" => "https://www.vocalcom.com/wp-content/themes/yagami-adveris/web/src/img"
  "dist" => "https://www.vocalcom.com/wp-content/themes/yagami-adveris/web/dist"
  "options" => array:30 [
    "scripts_analytics" => ""
    "cookies_banner_text" => "En poursuivant votre navigation, vous acceptez l’utilisation des cookies pour vous proposer des services adaptés et mesurer la fréquentation du site. <a href="https://www.vocalcom.com/mentions-legales/#cookies">En savoir plus</a>"
    "footer_copyright" => "© Tous droits réservés - <a href="https://www.vocalcom.com/mentions-legales">Mentions légales</a> - Création du site : <a href="https://www.adveris.fr" target="_blank" rel="noopener">Adveris</a>"
    "option_contact_phone" => "01 83 62 85 80"
    "option_contact_email" => "[email protected]"
    "option_contact_email_address" => "13 rue Uzès, 75002 Paris"
    "options_header_logo" => array:24 [
      "ID" => 11348
      "id" => 11348
      "title" => "logo-vocalcom"
      "filename" => "logo-vocalcom.svg"
      "filesize" => 12700
      "url" => "https://www.vocalcom.com/wp-content/uploads/2020/10/logo-vocalcom.svg"
      "link" => "https://www.vocalcom.com/logo-vocalcom-3/"
      "alt" => ""
      "author" => "1"
      "description" => ""
      "caption" => ""
      "name" => "logo-vocalcom-3"
      "status" => "inherit"
      "uploaded_to" => 0
      "date" => "2020-10-02 20:58:13"
      "modified" => "2020-10-02 20:58:13"
      "menu_order" => 0
      "mime_type" => "image/svg+xml"
      "type" => "image"
      "subtype" => "svg+xml"
      "icon" => "https://www.vocalcom.com/wp-includes/images/media/default.png"
      "width" => 311
      "height" => 49
      "sizes" => array:21 [
        "thumbnail" => "https://www.vocalcom.com/wp-content/uploads/2020/10/logo-vocalcom.svg"
        "thumbnail-width" => 150
        "thumbnail-height" => 150
        "medium" => "https://www.vocalcom.com/wp-content/uploads/2020/10/logo-vocalcom.svg"
        "medium-width" => 300
        "medium-height" => 300
        "medium_large" => "https://www.vocalcom.com/wp-content/uploads/2020/10/logo-vocalcom.svg"
        "medium_large-width" => 768
        "medium_large-height" => 1
        "large" => "https://www.vocalcom.com/wp-content/uploads/2020/10/logo-vocalcom.svg"
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        "number" => "+32 (0)2 467 82 11"
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        "number" => "+32 (0)2 467 82 11"
        "country" => "RS"
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        "number" => "+1 888 622 5266"
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        "number" => "+32 (0)2 467 82 11"
        "country" => "SK"
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        "number" => "+34 91 564 64 00"
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        "country" => "LK"
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        "number" => "+32 (0)2 467 82 11"
        "country" => "CH"
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        "number" => "+216 71 168 400"
        "country" => "SY"
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        "number" => "+971 4 446 41 00"
        "country" => "TH"
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        "number" => "+216 71 168 400"
        "country" => "TG"
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        "number" => "+216 71 168 400"
        "country" => "TN"
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        "number" => "+971 4 446 41 00"
        "country" => "TR"
      ]
      122 => array:2 [
        "number" => "+32 (0)2 467 82 11"
        "country" => "UA"
      ]
      123 => array:2 [
        "number" => "+971 4 446 41 00"
        "country" => "AE"
      ]
      124 => array:2 [
        "number" => "+44 800 310 0480"
        "country" => "GB"
      ]
      125 => array:2 [
        "number" => "+1 888 622 5266"
        "country" => "US"
      ]
      126 => array:2 [
        "number" => "+54 11 52 74 92 00"
        "country" => "UY"
      ]
      127 => array:2 [
        "number" => "+54 11 52 74 92 00"
        "country" => "VE"
      ]
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        "number" => "+971 4 446 41 00"
        "country" => "VN"
      ]
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        "number" => "+971 4 446 41 00"
        "country" => "YE"
      ]
      130 => array:2 [
        "number" => "+216 71 168 400"
        "country" => "ZM"
      ]
    ]
    "is_desactivated" => false
    "script_munchkin" => "<script type="text/javascript"> (function() { var didInit = false; function initMunchkin() { if(didInit === false) { didInit = true; Munchkin.init('343-QOJ-073'); } } var s = document.createElement('script'); s.type = 'text/javascript'; s.async = true; s.src = '//munchkin.marketo.net/munchkin.js'; s.onreadystatechange = function() { if (this.readyState == 'complete' || this.readyState == 'loaded') { initMunchkin(); } }; s.onload = initMunchkin; document.getElementsByTagName('head')[0].appendChild(s); })(); </script>"
    "bandeau_link" => array:3 [
      "title" => "Covid-19 Status"
      "url" => "https://www.vocalcom.com/blog/covid-19-status/"
      "target" => ""
    ]
    "string_news_btn" => "Read More"
    "numbers_keys" => array:4 [
      0 => array:2 [
        "numbers" => "20+"
        "text" => "<p>years of expertise in customer engagement</p>\n"
      ]
      1 => array:2 [
        "numbers" => "550,000 + "
        "text" => "<p>users in 47+ countries across five continents</p>\n"
      ]
      2 => array:2 [
        "numbers" => "1400+"
        "text" => "<p>customers worldwide</p>\n"
      ]
      3 => array:2 [
        "numbers" => "1 Billion "
        "text" => "<p>interactions processed annually</p>\n"
      ]
    ]
    "title_404" => "Error 404 : Page not found"
    "text_404" => """
      <p>This page doesn&#8217;t exist anymore</p>\n
      <p class="mb-25">We apologize for the inconvenience.</p>\n
      """
    "button_404" => array:3 [
      "title" => "Back to home"
      "url" => "https://www.vocalcom.com/"
      "target" => ""
    ]
    "script_contact" => """
      <script>\r\n
      MktoForms2.loadForm("//app-lon03.marketo.com", "343-QOJ-073", 162);\r\n
      MktoForms2.whenReady(function(form){\r\n
        form.addHiddenFields({\r\n
          'webForm' : document.location.href\r\n
        });\r\n
      });\r\n
      </script>
      """
    "script_livre_blanc" => """
      <script src="//app-lon03.marketo.com/js/forms2/js/forms2.min.js"></script>\r\n
      <form id="mktoForm_162"></form>\r\n
      <script>\r\n
      MktoForms2.loadForm("//app-lon03.marketo.com", "343-QOJ-073", 162, function(form){\r\n
          form.onSuccess(function(values, followUpUrl) {\r\n
              location.href = "https://www.vocalcom.com/confirmation";\r\n
              return false;\r\n
          });\r\n
      });\r\n
      MktoForms2.whenReady(function(form){\r\n
        form.addHiddenFields({\r\n
          'webForm' : document.location.href\r\n
        });\r\n
      });\r\n
      </script>
      """
    "string_filters" => "Filter by topic"
    "lien_vers_le_blog" => array:3 [
      "title" => "Blog"
      "url" => "https://www.vocalcom.com/blog/"
      "target" => ""
    ]
  ]
  "is_device" => false
  "links" => array:2 [
    "archives" => array:1 [
      "news" => "https://www.vocalcom.com"
    ]
    "pages" => array:1 [
      "page_exemple" => "https://www.vocalcom.com/blog/"
    ]
  ]
  "clear_head_for_yoast" => true
  "google_map_api_key" => "AIzaSyAu3dKN5vnY2X4siAPEALK5hVUHkOF5fvE"
  "current_language" => "en"
  "languages" => array:4 [
    "pt" => array:13 [
      "code" => "pt"
      "id" => "66"
      "native_name" => "Portuguese"
      "major" => "0"
      "active" => 0
      "default_locale" => "pt"
      "encode_url" => "0"
      "tag" => "pt_PT"
      "missing" => 0
      "translated_name" => "Portuguese"
      "url" => "https://www.vocalcom.com/pt/blog/"
      "country_flag_url" => "https://www.vocalcom.com/wp-content/uploads/flags/41Kg0GOLiML._AC_SX466_.jpg"
      "language_code" => "pt"
    ]
    "es" => array:13 [
      "code" => "es"
      "id" => "2"
      "native_name" => "Español"
      "major" => "1"
      "active" => 0
      "default_locale" => "es_ES"
      "encode_url" => "0"
      "tag" => "es"
      "missing" => 0
      "translated_name" => "Spanish"
      "url" => "https://www.vocalcom.com/es/blog/"
      "country_flag_url" => "https://www.vocalcom.com/wp-content/plugins/sitepress-multilingual-cms/res/flags/es.png"
      "language_code" => "es"
    ]
    "fr" => array:13 [
      "code" => "fr"
      "id" => "4"
      "native_name" => "Français"
      "major" => "1"
      "active" => 0
      "default_locale" => "fr_FR"
      "encode_url" => "0"
      "tag" => "fr"
      "missing" => 0
      "translated_name" => "French"
      "url" => "https://www.vocalcom.com/fr/blog/"
      "country_flag_url" => "https://www.vocalcom.com/wp-content/plugins/sitepress-multilingual-cms/res/flags/fr.png"
      "language_code" => "fr"
    ]
    "en" => array:13 [
      "code" => "en"
      "id" => "1"
      "native_name" => "English"
      "major" => "1"
      "active" => "1"
      "default_locale" => "en_US"
      "encode_url" => "0"
      "tag" => "en"
      "missing" => 0
      "translated_name" => "English"
      "url" => "https://www.vocalcom.com/blog/"
      "country_flag_url" => "https://www.vocalcom.com/wp-content/plugins/sitepress-multilingual-cms/res/flags/en.png"
      "language_code" => "en"
    ]
  ]
  "blog_page_url" => "https://www.vocalcom.com/blog/"
  "notification" => null
  "phoneNumber" => "+1 888 622 5266"
  "templateName" => "templates/blog.php"
  "currentLang" => "en"
  "zone" => "Europe/London"
  "breadcrumbs" => "<nav id="breadcrumbs" class="main-breadcrumbs"><span><span><a href="https://www.vocalcom.com/">Home Page</a> &gt; <span class="breadcrumb_last" aria-current="page">Blog</span></span></span></nav>"
  "http_host" => "https://www.vocalcom.com"
  "wp_title" => "Blog | Vocalcom"
  "body_class" => "page-template page-template-templates page-template-blog page-template-templatesblog-php page page-id-519"
  "site" => Site {#2426
    +admin_email: "[email protected]"
    +blogname: null
    +charset: "UTF-8"
    +description: "Un site utilisant WordPress"
    +id: null
    +language: "en-US"
    +multisite: false
    +name: "Vocalcom"
    +pingback_url: "https://www.vocalcom.com/xmlrpc.php"
    +siteurl: null
    +theme: Theme {#2431
      +name: "Yagami - Adveris"
      +version: ""
      +parent: false
      +parent_slug: null
      +slug: "yagami-adveris"
      +uri: "https://www.vocalcom.com/wp-content/themes/yagami-adveris"
      -theme: WP_Theme {#2432
        +update: false
        -theme_root: "/var/www/vocalcom.com/htdocs/wp-content/themes"
        -headers: array:13 [
          "Name" => "Yagami - Adveris"
          "ThemeURI" => ""
          "Description" => "Custom starter to build wordpress theme from scratch"
          "Author" => "Kévin Vacherot"
          "AuthorURI" => "https://www.linkedin.com/in/k%C3%A9vin-vacherot-b9a004a2/"
          "Version" => ""
          "Template" => ""
          "Status" => ""
          "Tags" => "yagami, blank"
          "TextDomain" => "Yagami"
          "DomainPath" => ""
          "RequiresWP" => ""
          "RequiresPHP" => ""
        ]
        -headers_sanitized: array:2 [
          "Name" => "Yagami - Adveris"
          "Version" => ""
        ]
        -name_translated: null
        -errors: null
        -stylesheet: "yagami-adveris"
        -template: "yagami-adveris"
        -parent: null
        -theme_root_uri: "https://www.vocalcom.com/wp-content/themes"
        -textdomain_loaded: null
        -cache_hash: "4514eacb10839afd6e1b558e83c3a993"
      }
      +id: null
      +ID: null
      +object_type: null
    }
    +title: "Vocalcom"
    +url: "https://www.vocalcom.com"
    +home_url: "https://www.vocalcom.com"
    +site_url: "https://www.vocalcom.com"
    +rdf: "https://www.vocalcom.com/feed/rdf/"
    +rss: "https://www.vocalcom.com/feed/rss/"
    +rss2: "https://www.vocalcom.com/feed/"
    +atom: "https://www.vocalcom.com/feed/atom/"
    +ID: null
    +object_type: null
    +"pingback": "https://www.vocalcom.com/xmlrpc.php"
  }
  "request" => Request {#2433
    +post: []
    +get: array:1 [
      "subid" => ""
    ]
    +id: null
    +ID: null
    +object_type: null
  }
  "user" => false
  "theme" => Theme {#2431}
  "posts" => PostQuery {#2435
    +found_posts: 1
    #userQuery: false
    #queryIterator: QueryIterator {#2436
      -_query: WP_Query {#5304
        +query: array:2 [
          "page" => ""
          "pagename" => "blog"
        ]
        +query_vars: array:64 [
          "page" => 0
          "pagename" => "blog"
          "error" => ""
          "m" => ""
          "p" => 0
          "post_parent" => ""
          "subpost" => ""
          "subpost_id" => ""
          "attachment" => ""
          "attachment_id" => 0
          "name" => "blog"
          "page_id" => 0
          "second" => ""
          "minute" => ""
          "hour" => ""
          "day" => 0
          "monthnum" => 0
          "year" => 0
          "w" => 0
          "category_name" => ""
          "tag" => ""
          "cat" => ""
          "tag_id" => ""
          "author" => ""
          "author_name" => ""
          "feed" => ""
          "tb" => ""
          "paged" => 0
          "meta_key" => ""
          "meta_value" => ""
          "preview" => ""
          "s" => ""
          "sentence" => ""
          "title" => ""
          "fields" => ""
          "menu_order" => ""
          "embed" => ""
          "category__in" => []
          "category__not_in" => []
          "category__and" => []
          "post__in" => []
          "post__not_in" => []
          "post_name__in" => []
          "tag__in" => []
          "tag__not_in" => []
          "tag__and" => []
          "tag_slug__in" => []
          "tag_slug__and" => []
          "post_parent__in" => []
          "post_parent__not_in" => []
          "author__in" => []
          "author__not_in" => []
          "ignore_sticky_posts" => false
          "suppress_filters" => false
          "cache_results" => true
          "update_post_term_cache" => true
          "lazy_load_term_meta" => true
          "update_post_meta_cache" => true
          "post_type" => ""
          "posts_per_page" => 10
          "nopaging" => false
          "comments_per_page" => "50"
          "no_found_rows" => false
          "order" => "DESC"
        ]
        +tax_query: null
        +meta_query: WP_Meta_Query {#2691
          +queries: []
          +relation: null
          +meta_table: null
          +meta_id_column: null
          +primary_table: null
          +primary_id_column: null
          #table_aliases: []
          #clauses: []
          #has_or_relation: false
        }
        +date_query: false
        +queried_object: WP_Post {#2703
          +ID: 519
          +post_author: "1"
          +post_date: "2020-08-31 12:00:46"
          +post_date_gmt: "2020-08-31 10:00:46"
          +post_content: ""
          +post_title: "Blog"
          +post_excerpt: ""
          +post_status: "publish"
          +comment_status: "closed"
          +ping_status: "closed"
          +post_password: ""
          +post_name: "blog"
          +to_ping: ""
          +pinged: ""
          +post_modified: "2020-09-24 19:53:08"
          +post_modified_gmt: "2020-09-24 17:53:08"
          +post_content_filtered: ""
          +post_parent: 0
          +guid: "https://www.vocalcom.com/?page_id=519"
          +menu_order: 0
          +post_type: "page"
          +post_mime_type: ""
          +comment_count: "0"
          +filter: "raw"
        }
        +queried_object_id: 519
        +request: """
          SELECT   vo_posts.* FROM vo_posts  JOIN vo_icl_translations wpml_translations\n
          \t\t\t\t\t\t\tON vo_posts.ID = wpml_translations.element_id\n
          \t\t\t\t\t\t\t\tAND wpml_translations.element_type = CONCAT('post_', vo_posts.post_type)  WHERE 1=1  AND (vo_posts.ID = '519') AND vo_posts.post_type = 'page' AND ( ( ( wpml_translations.language_code = 'en' OR 0 ) AND vo_posts.post_type  IN ('post','page','attachment','wp_block','companies','awards','offices','partners' )  ) OR vo_posts.post_type  NOT  IN ('post','page','attachment','wp_block','companies','awards','offices','partners' )  )  ORDER BY vo_posts.post_date DESC 
          """
        +posts: & array:1 [
          0 => WP_Post {#2670
            +ID: 519
            +post_author: "1"
            +post_date: "2020-08-31 12:00:46"
            +post_date_gmt: "2020-08-31 10:00:46"
            +post_content: ""
            +post_title: "Blog"
            +post_excerpt: ""
            +post_status: "publish"
            +comment_status: "closed"
            +ping_status: "closed"
            +post_password: ""
            +post_name: "blog"
            +to_ping: ""
            +pinged: ""
            +post_modified: "2020-09-24 19:53:08"
            +post_modified_gmt: "2020-09-24 17:53:08"
            +post_content_filtered: ""
            +post_parent: 0
            +guid: "https://www.vocalcom.com/?page_id=519"
            +menu_order: 0
            +post_type: "page"
            +post_mime_type: ""
            +comment_count: "0"
            +filter: "raw"
            +"status": "publish"
            +"id": 519
            +"slug": "blog"
            +"custom": array:9 [
              "_edit_last" => "2"
              "_wp_page_template" => "templates/blog.php"
              "chapo" => "<p>Learn about Vocalcom’s latest news and analyses to optimize your contact center performance and deliver an exceptional customer experience.</p>"
              "_chapo" => "field_5f3a893bce810"
              "_wpml_media_duplicate" => "1"
              "_wpml_media_featured" => "1"
              "_edit_lock" => "1601655001:1"
              "_yoast_wpseo_bctitle" => "Blog"
              "inline_featured_image" => "0"
            ]
          }
        ]
        +post_count: 1
        +current_post: -1
        +in_the_loop: false
        +post: WP_Post {#2670}
        +comment_count: 0
        +current_comment: -1
        +found_posts: 1
        +max_num_pages: 0
        +max_num_comment_pages: 0
        +is_single: false
        +is_preview: false
        +is_page: true
        +is_archive: false
        +is_date: false
        +is_year: false
        +is_month: false
        +is_day: false
        +is_time: false
        +is_author: false
        +is_category: false
        +is_tag: false
        +is_tax: false
        +is_search: false
        +is_feed: false
        +is_comment_feed: false
        +is_trackback: false
        +is_home: false
        +is_privacy_policy: false
        +is_404: false
        +is_embed: false
        +is_paged: false
        +is_admin: false
        +is_attachment: false
        +is_singular: true
        +is_robots: false
        +is_favicon: false
        +is_posts_page: false
        +is_post_type_archive: false
        -query_vars_hash: "ef0f2f8d04452b7f051c9fd6dc322a94"
        -query_vars_changed: false
        +thumbnails_cached: false
        -stopwords: null
        -compat_fields: array:2 [
          0 => "query_vars_hash"
          1 => "query_vars_changed"
        ]
        -compat_methods: array:2 [
          0 => "init_query_flags"
          1 => "parse_tax_query"
        ]
      }
      -_posts_class: "\Timber\Post"
    }
    #pagination: null
    flag::STD_PROP_LIST: false
    flag::ARRAY_AS_PROPS: false
    iteratorClass: "Timber\PostsIterator"
    storage: array:1 [
      0 => Post {#2438
        +ImageClass: "Timber\Image"
        +PostClass: "Timber\Post"
        +TermClass: "Timber\Term"
        +object_type: "post"
        +custom: array:9 [
          "_edit_last" => "2"
          "_wp_page_template" => "templates/blog.php"
          "chapo" => "<p>Learn about Vocalcom’s latest news and analyses to optimize your contact center performance and deliver an exceptional customer experience.</p>"
          "_chapo" => "field_5f3a893bce810"
          "_wpml_media_duplicate" => "1"
          "_wpml_media_featured" => "1"
          "_edit_lock" => "1601655001:1"
          "_yoast_wpseo_bctitle" => "Blog"
          "inline_featured_image" => "0"
        ]
        #___content: null
        #_permalink: null
        #_next: []
        #_prev: []
        #_css_class: null
        +id: 519
        +ID: 519
        +post_author: "1"
        +post_content: ""
        +post_date: "2020-08-31 12:00:46"
        +post_excerpt: ""
        +post_parent: 0
        +post_status: "publish"
        +post_title: "Blog"
        +post_type: "page"
        +slug: "blog"
        #__type: null
        +"_edit_last": "2"
        +"_wp_page_template": "templates/blog.php"
        +"chapo": "<p>Learn about Vocalcom’s latest news and analyses to optimize your contact center performance and deliver an exceptional customer experience.</p>"
        +"_chapo": "field_5f3a893bce810"
        +"_wpml_media_duplicate": "1"
        +"_wpml_media_featured": "1"
        +"_edit_lock": "1601655001:1"
        +"_yoast_wpseo_bctitle": "Blog"
        +"inline_featured_image": "0"
        +"post_date_gmt": "2020-08-31 10:00:46"
        +"comment_status": "closed"
        +"ping_status": "closed"
        +"post_password": ""
        +"post_name": "blog"
        +"to_ping": ""
        +"pinged": ""
        +"post_modified": "2020-09-24 19:53:08"
        +"post_modified_gmt": "2020-09-24 17:53:08"
        +"post_content_filtered": ""
        +"guid": "https://www.vocalcom.com/?page_id=519"
        +"menu_order": 0
        +"post_mime_type": ""
        +"comment_count": "0"
        +"filter": "raw"
        +"status": "publish"
      }
    ]
  }
  "wp_head" => FunctionWrapper {#2437
    -_class: null
    -_function: "wp_head"
    -_args: []
    -_use_ob: false
  }
  "wp_footer" => FunctionWrapper {#2440
    -_class: null
    -_function: "wp_footer"
    -_args: []
    -_use_ob: false
  }
  "menu" => array:2 [
    "primary" => Menu {#2442
      +MenuItemClass: "Timber\MenuItem"
      +PostClass: "Timber\Post"
      +depth: 0
      +items: array:5 [
        0 => MenuItem {#7783
          +children: array:7 [
            0 => MenuItem {#7766 …70}
            1 => MenuItem {#7764 …72}
            2 => MenuItem {#7756 …72}
            3 => MenuItem {#7746 …72}
            4 => MenuItem {#7736 …72}
            5 => MenuItem {#7724 …72}
            6 => MenuItem {#7718 …72}
          ]
          +has_child_class: true
          +classes: array:6 [
            0 => ""
            1 => "menu-item"
            2 => "menu-item-type-post_type"
            3 => "menu-item-object-page"
            4 => "menu-item-91"
            5 => "menu-item-has-children"
          ]
          +class: "menu-item menu-item-type-post_type menu-item-object-page menu-item-91 menu-item-has-children"
          +level: 0
          +post_name: "91"
          +url: "https://www.vocalcom.com/call-center-solutions/"
          +PostClass: "Timber\Post"
          +current: false
          +current_item_parent: false
          +current_item_ancestor: false
          #menu: Menu {#2442}
          #_name: null
          #_menu_item_object_id: "69"
          #_menu_item_url: ""
          #menu_object: Post {#2492
            +ImageClass: "Timber\Image"
            +PostClass: "Timber\Post"
            +TermClass: "Timber\Term"
            +object_type: "post"
            +custom: array:12 [ …12]
            #___content: null
            #_permalink: null
            #_next: []
            #_prev: []
            #_css_class: null
            +id: 91
            +ID: 91
            +post_author: "1"
            +post_content: " "
            +post_date: "2020-07-02 14:23:55"
            +post_excerpt: ""
            +post_parent: 0
            +post_status: "publish"
            +post_title: ""
            +post_type: "nav_menu_item"
            +slug: "91"
            #__type: null
            +"_menu_item_type": "post_type"
            +"_menu_item_menu_item_parent": "0"
            +"_menu_item_object_id": "69"
            +"_menu_item_object": "page"
            +"_menu_item_target": ""
            +"_menu_item_classes": array:1 [ …1]
            +"_menu_item_xfn": ""
            +"_menu_item_url": ""
            +"menu_anchor": ""
            +"_menu_anchor": "field_5f6092fedfe99"
            +"is_disabled": "0"
            +"_is_disabled": "field_5f6092fedfe99"
            +"post_date_gmt": "2020-07-02 12:23:55"
            +"comment_status": "closed"
            +"ping_status": "closed"
            +"post_password": ""
            +"post_name": "91"
            +"to_ping": ""
            +"pinged": ""
            +"post_modified": "2020-09-30 09:29:07"
            +"post_modified_gmt": "2020-09-30 07:29:07"
            +"post_content_filtered": ""
            +"guid": "https://www.vocalcom.com/?p=91"
            +"menu_order": 1
            +"post_mime_type": ""
            +"comment_count": "0"
            +"filter": "raw"
            +"db_id": 91
            +"menu_item_parent": "0"
            +"object_id": "69"
            +"object": "page"
            +"type_label": "Page"
            +"url": "https://www.vocalcom.com/call-center-solutions/"
            +"target": ""
            +"attr_title": ""
            +"description": ""
            +"classes": array:4 [ …4]
            +"xfn": ""
            +"current": false
            +"current_item_ancestor": false
            +"current_item_parent": false
            +"__title": "Capabilities"
            +"status": "publish"
          }
          +id: 91
          +ID: 91
          +object_type: "post"
          +"ImageClass": "Timber\Image"
          +"TermClass": "Timber\Term"
          +"custom": array:12 [
            "_menu_item_type" => "post_type"
            "_menu_item_menu_item_parent" => "0"
            "_menu_item_object_id" => "69"
            "_menu_item_object" => "page"
            "_menu_item_target" => ""
            "_menu_item_classes" => array:1 [ …1]
            "_menu_item_xfn" => ""
            "_menu_item_url" => ""
            "menu_anchor" => ""
            "_menu_anchor" => "field_5f6092fedfe99"
            "is_disabled" => "0"
            "_is_disabled" => "field_5f6092fedfe99"
          ]
          +"___content": null
          +"_permalink": null
          +"_next": []
          +"_prev": []
          +"_css_class": null
          +"post_author": "1"
          +"post_content": " "
          +"post_date": "2020-07-02 14:23:55"
          +"post_excerpt": ""
          +"post_parent": 0
          +"post_status": "publish"
          +"post_title": ""
          +"post_type": "nav_menu_item"
          +"__type": null
          +"_menu_item_type": "post_type"
          +"_menu_item_menu_item_parent": "0"
          +"_menu_item_object": "page"
          +"_menu_item_target": ""
          +"_menu_item_classes": array:1 [
            0 => ""
          ]
          +"_menu_item_xfn": ""
          +"menu_anchor": ""
          +"_menu_anchor": "field_5f6092fedfe99"
          +"is_disabled": "0"
          +"_is_disabled": "field_5f6092fedfe99"
          +"post_date_gmt": "2020-07-02 12:23:55"
          +"comment_status": "closed"
          +"ping_status": "closed"
          +"post_password": ""
          +"to_ping": ""
          +"pinged": ""
          +"post_modified": "2020-09-30 09:29:07"
          +"post_modified_gmt": "2020-09-30 07:29:07"
          +"post_content_filtered": ""
          +"guid": "https://www.vocalcom.com/?p=91"
          +"menu_order": 1
          +"post_mime_type": ""
          +"comment_count": "0"
          +"filter": "raw"
          +"db_id": 91
          +"menu_item_parent": "0"
          +"object_id": "69"
          +"object": "page"
          +"type_label": "Page"
          +"target": ""
          +"attr_title": ""
          +"description": ""
          +"xfn": ""
          +"__title": "Capabilities"
          +"status": "publish"
          +"name": "Capabilities"
        }
        1 => MenuItem {#7706
          +children: array:3 [
            0 => MenuItem {#7704 …72}
            1 => MenuItem {#7702 …72}
            2 => MenuItem {#7700 …72}
          ]
          +has_child_class: true
          +classes: array:6 [
            0 => ""
            1 => "menu-item"
            2 => "menu-item-type-post_type"
            3 => "menu-item-object-page"
            4 => "menu-item-1767"
            5 => "menu-item-has-children"
          ]
          +class: "menu-item menu-item-type-post_type menu-item-object-page menu-item-1767 menu-item-has-children"
          +level: 0
          +post_name: "1767"
          +url: "https://www.vocalcom.com/solutions/"
          +PostClass: "Timber\Post"
          +current: false
          +current_item_parent: false
          +current_item_ancestor: false
          #menu: Menu {#2442}
          #_name: null
          #_menu_item_object_id: "71"
          #_menu_item_url: ""
          #menu_object: Post {#7707
            +ImageClass: "Timber\Image"
            +PostClass: "Timber\Post"
            +TermClass: "Timber\Term"
            +object_type: "post"
            +custom: array:12 [ …12]
            #___content: null
            #_permalink: null
            #_next: []
            #_prev: []
            #_css_class: null
            +id: 1767
            +ID: 1767
            +post_author: "1"
            +post_content: " "
            +post_date: "2020-09-14 14:47:56"
            +post_excerpt: ""
            +post_parent: 0
            +post_status: "publish"
            +post_title: ""
            +post_type: "nav_menu_item"
            +slug: "1767"
            #__type: null
            +"_menu_item_type": "post_type"
            +"_menu_item_menu_item_parent": "0"
            +"_menu_item_object_id": "71"
            +"_menu_item_object": "page"
            +"_menu_item_target": ""
            +"_menu_item_classes": array:1 [ …1]
            +"_menu_item_xfn": ""
            +"_menu_item_url": ""
            +"menu_anchor": ""
            +"_menu_anchor": "field_5f6092fedfe99"
            +"is_disabled": "1"
            +"_is_disabled": "field_5f6092fedfe99"
            +"post_date_gmt": "2020-09-14 12:47:56"
            +"comment_status": "closed"
            +"ping_status": "closed"
            +"post_password": ""
            +"post_name": "1767"
            +"to_ping": ""
            +"pinged": ""
            +"post_modified": "2020-09-30 09:29:27"
            +"post_modified_gmt": "2020-09-30 07:29:27"
            +"post_content_filtered": ""
            +"guid": "https://www.vocalcom.com/?p=1767"
            +"menu_order": 32
            +"post_mime_type": ""
            +"comment_count": "0"
            +"filter": "raw"
            +"db_id": 1767
            +"menu_item_parent": "0"
            +"object_id": "71"
            +"object": "page"
            +"type_label": "Page"
            +"url": "https://www.vocalcom.com/solutions/"
            +"target": ""
            +"attr_title": ""
            +"description": ""
            +"classes": array:4 [ …4]
            +"xfn": ""
            +"current": false
            +"current_item_ancestor": false
            +"current_item_parent": false
            +"__title": "Solutions"
            +"status": "publish"
          }
          +id: 1767
          +ID: 1767
          +object_type: "post"
          +"ImageClass": "Timber\Image"
          +"TermClass": "Timber\Term"
          +"custom": array:12 [
            "_menu_item_type" => "post_type"
            "_menu_item_menu_item_parent" => "0"
            "_menu_item_object_id" => "71"
            "_menu_item_object" => "page"
            "_menu_item_target" => ""
            "_menu_item_classes" => array:1 [ …1]
            "_menu_item_xfn" => ""
            "_menu_item_url" => ""
            "menu_anchor" => ""
            "_menu_anchor" => "field_5f6092fedfe99"
            "is_disabled" => "1"
            "_is_disabled" => "field_5f6092fedfe99"
          ]
          +"___content": null
          +"_permalink": null
          +"_next": []
          +"_prev": []
          +"_css_class": null
          +"post_author": "1"
          +"post_content": " "
          +"post_date": "2020-09-14 14:47:56"
          +"post_excerpt": ""
          +"post_parent": 0
          +"post_status": "publish"
          +"post_title": ""
          +"post_type": "nav_menu_item"
          +"__type": null
          +"_menu_item_type": "post_type"
          +"_menu_item_menu_item_parent": "0"
          +"_menu_item_object": "page"
          +"_menu_item_target": ""
          +"_menu_item_classes": array:1 [
            0 => ""
          ]
          +"_menu_item_xfn": ""
          +"menu_anchor": ""
          +"_menu_anchor": "field_5f6092fedfe99"
          +"is_disabled": "1"
          +"_is_disabled": "field_5f6092fedfe99"
          +"post_date_gmt": "2020-09-14 12:47:56"
          +"comment_status": "closed"
          +"ping_status": "closed"
          +"post_password": ""
          +"to_ping": ""
          +"pinged": ""
          +"post_modified": "2020-09-30 09:29:27"
          +"post_modified_gmt": "2020-09-30 07:29:27"
          +"post_content_filtered": ""
          +"guid": "https://www.vocalcom.com/?p=1767"
          +"menu_order": 32
          +"post_mime_type": ""
          +"comment_count": "0"
          +"filter": "raw"
          +"db_id": 1767
          +"menu_item_parent": "0"
          +"object_id": "71"
          +"object": "page"
          +"type_label": "Page"
          +"target": ""
          +"attr_title": ""
          +"description": ""
          +"xfn": ""
          +"__title": "Solutions"
          +"status": "publish"
          +"name": "Solutions"
        }
        2 => MenuItem {#7698
          +children: array:3 [
            0 => MenuItem {#7696 …72}
            1 => MenuItem {#7694 …70}
            2 => MenuItem {#7692 …72}
          ]
          +has_child_class: true
          +classes: array:6 [
            0 => ""
            1 => "menu-item"
            2 => "menu-item-type-custom"
            3 => "menu-item-object-custom"
            4 => "menu-item-1771"
            5 => "menu-item-has-children"
          ]
          +class: "menu-item menu-item-type-custom menu-item-object-custom menu-item-1771 menu-item-has-children"
          +level: 0
          +post_name: "products"
          +url: "#"
          +PostClass: "Timber\Post"
          +current: false
          +current_item_parent: false
          +current_item_ancestor: false
          #menu: Menu {#2442}
          #_name: null
          #_menu_item_object_id: "1771"
          #_menu_item_url: "#"
          #menu_object: Post {#7699
            +ImageClass: "Timber\Image"
            +PostClass: "Timber\Post"
            +TermClass: "Timber\Term"
            +object_type: "post"
            +custom: array:12 [ …12]
            #___content: null
            #_permalink: null
            #_next: []
            #_prev: []
            #_css_class: null
            +id: 1771
            +ID: 1771
            +post_author: "1"
            +post_content: ""
            +post_date: "2020-09-14 14:47:57"
            +post_excerpt: ""
            +post_parent: 0
            +post_status: "publish"
            +post_title: "Offers"
            +post_type: "nav_menu_item"
            +slug: "products"
            #__type: null
            +"_menu_item_type": "custom"
            +"_menu_item_menu_item_parent": "0"
            +"_menu_item_object_id": "1771"
            +"_menu_item_object": "custom"
            +"_menu_item_target": ""
            +"_menu_item_classes": array:1 [ …1]
            +"_menu_item_xfn": ""
            +"_menu_item_url": "#"
            +"menu_anchor": ""
            +"_menu_anchor": "field_5f6092fedfe99"
            +"is_disabled": "1"
            +"_is_disabled": "field_5f6092fedfe99"
            +"post_date_gmt": "2020-09-14 12:47:57"
            +"comment_status": "closed"
            +"ping_status": "closed"
            +"post_password": ""
            +"post_name": "products"
            +"to_ping": ""
            +"pinged": ""
            +"post_modified": "2020-09-30 09:29:29"
            +"post_modified_gmt": "2020-09-30 07:29:29"
            +"post_content_filtered": ""
            +"guid": "https://www.vocalcom.com/?p=1771"
            +"menu_order": 36
            +"post_mime_type": ""
            +"comment_count": "0"
            +"filter": "raw"
            +"db_id": 1771
            +"menu_item_parent": "0"
            +"object_id": "1771"
            +"object": "custom"
            +"type_label": "Custom Link"
            +"url": "#"
            +"target": ""
            +"attr_title": ""
            +"description": ""
            +"classes": array:4 [ …4]
            +"xfn": ""
            +"current": false
            +"current_item_ancestor": false
            +"current_item_parent": false
            +"__title": "Offers"
            +"status": "publish"
          }
          +id: 1771
          +ID: 1771
          +object_type: "post"
          +"ImageClass": "Timber\Image"
          +"TermClass": "Timber\Term"
          +"custom": array:12 [
            "_menu_item_type" => "custom"
            "_menu_item_menu_item_parent" => "0"
            "_menu_item_object_id" => "1771"
            "_menu_item_object" => "custom"
            "_menu_item_target" => ""
            "_menu_item_classes" => array:1 [ …1]
            "_menu_item_xfn" => ""
            "_menu_item_url" => "#"
            "menu_anchor" => ""
            "_menu_anchor" => "field_5f6092fedfe99"
            "is_disabled" => "1"
            "_is_disabled" => "field_5f6092fedfe99"
          ]
          +"___content": null
          +"_permalink": null
          +"_next": []
          +"_prev": []
          +"_css_class": null
          +"post_author": "1"
          +"post_content": ""
          +"post_date": "2020-09-14 14:47:57"
          +"post_excerpt": ""
          +"post_parent": 0
          +"post_status": "publish"
          +"post_title": "Offers"
          +"post_type": "nav_menu_item"
          +"__type": null
          +"_menu_item_type": "custom"
          +"_menu_item_menu_item_parent": "0"
          +"_menu_item_object": "custom"
          +"_menu_item_target": ""
          +"_menu_item_classes": array:1 [
            0 => ""
          ]
          +"_menu_item_xfn": ""
          +"menu_anchor": ""
          +"_menu_anchor": "field_5f6092fedfe99"
          +"is_disabled": "1"
          +"_is_disabled": "field_5f6092fedfe99"
          +"post_date_gmt": "2020-09-14 12:47:57"
          +"comment_status": "closed"
          +"ping_status": "closed"
          +"post_password": ""
          +"to_ping": ""
          +"pinged": ""
          +"post_modified": "2020-09-30 09:29:29"
          +"post_modified_gmt": "2020-09-30 07:29:29"
          +"post_content_filtered": ""
          +"guid": "https://www.vocalcom.com/?p=1771"
          +"menu_order": 36
          +"post_mime_type": ""
          +"comment_count": "0"
          +"filter": "raw"
          +"db_id": 1771
          +"menu_item_parent": "0"
          +"object_id": "1771"
          +"object": "custom"
          +"type_label": "Custom Link"
          +"target": ""
          +"attr_title": ""
          +"description": ""
          +"xfn": ""
          +"__title": "Offers"
          +"status": "publish"
          +"name": "Offers"
        }
        3 => MenuItem {#7690
          +children: array:1 [
            0 => MenuItem {#7688 …72}
          ]
          +has_child_class: true
          +classes: array:10 [
            0 => ""
            1 => "menu-item"
            2 => "menu-item-type-post_type"
            3 => "menu-item-object-page"
            4 => "current-menu-ancestor"
            5 => "current-menu-parent"
            6 => "current_page_parent"
            7 => "current_page_ancestor"
            8 => "menu-item-87"
            9 => "menu-item-has-children"
          ]
          +class: "menu-item menu-item-type-post_type menu-item-object-page current-menu-ancestor current-menu-parent current_page_parent current_page_ancestor menu-item-87 menu-item-has-children"
          +level: 0
          +post_name: "87"
          +url: "https://www.vocalcom.com/resources/"
          +PostClass: "Timber\Post"
          +current: false
          +current_item_parent: true
          +current_item_ancestor: true
          #menu: Menu {#2442}
          #_name: null
          #_menu_item_object_id: "78"
          #_menu_item_url: ""
          #menu_object: Post {#7691
            +ImageClass: "Timber\Image"
            +PostClass: "Timber\Post"
            +TermClass: "Timber\Term"
            +object_type: "post"
            +custom: array:12 [ …12]
            #___content: null
            #_permalink: null
            #_next: []
            #_prev: []
            #_css_class: null
            +id: 87
            +ID: 87
            +post_author: "1"
            +post_content: " "
            +post_date: "2020-07-02 14:23:58"
            +post_excerpt: ""
            +post_parent: 0
            +post_status: "publish"
            +post_title: ""
            +post_type: "nav_menu_item"
            +slug: "87"
            #__type: null
            +"_menu_item_type": "post_type"
            +"_menu_item_menu_item_parent": "0"
            +"_menu_item_object_id": "78"
            +"_menu_item_object": "page"
            +"_menu_item_target": ""
            +"_menu_item_classes": array:1 [ …1]
            +"_menu_item_xfn": ""
            +"_menu_item_url": ""
            +"menu_anchor": ""
            +"_menu_anchor": "field_5f6092fedfe99"
            +"is_disabled": "1"
            +"_is_disabled": "field_5f6092fedfe99"
            +"post_date_gmt": "2020-07-02 12:23:58"
            +"comment_status": "closed"
            +"ping_status": "closed"
            +"post_password": ""
            +"post_name": "87"
            +"to_ping": ""
            +"pinged": ""
            +"post_modified": "2020-09-30 09:29:31"
            +"post_modified_gmt": "2020-09-30 07:29:31"
            +"post_content_filtered": ""
            +"guid": "https://www.vocalcom.com/?p=87"
            +"menu_order": 40
            +"post_mime_type": ""
            +"comment_count": "0"
            +"filter": "raw"
            +"db_id": 87
            +"menu_item_parent": "0"
            +"object_id": "78"
            +"object": "page"
            +"type_label": "Page"
            +"url": "https://www.vocalcom.com/resources/"
            +"target": ""
            +"attr_title": ""
            +"description": ""
            +"classes": array:8 [ …8]
            +"xfn": ""
            +"current": false
            +"current_item_ancestor": true
            +"current_item_parent": true
            +"__title": "Resources"
            +"status": "publish"
          }
          +id: 87
          +ID: 87
          +object_type: "post"
          +"ImageClass": "Timber\Image"
          +"TermClass": "Timber\Term"
          +"custom": array:12 [
            "_menu_item_type" => "post_type"
            "_menu_item_menu_item_parent" => "0"
            "_menu_item_object_id" => "78"
            "_menu_item_object" => "page"
            "_menu_item_target" => ""
            "_menu_item_classes" => array:1 [ …1]
            "_menu_item_xfn" => ""
            "_menu_item_url" => ""
            "menu_anchor" => ""
            "_menu_anchor" => "field_5f6092fedfe99"
            "is_disabled" => "1"
            "_is_disabled" => "field_5f6092fedfe99"
          ]
          +"___content": null
          +"_permalink": null
          +"_next": []
          +"_prev": []
          +"_css_class": null
          +"post_author": "1"
          +"post_content": " "
          +"post_date": "2020-07-02 14:23:58"
          +"post_excerpt": ""
          +"post_parent": 0
          +"post_status": "publish"
          +"post_title": ""
          +"post_type": "nav_menu_item"
          +"__type": null
          +"_menu_item_type": "post_type"
          +"_menu_item_menu_item_parent": "0"
          +"_menu_item_object": "page"
          +"_menu_item_target": ""
          +"_menu_item_classes": array:1 [
            0 => ""
          ]
          +"_menu_item_xfn": ""
          +"menu_anchor": ""
          +"_menu_anchor": "field_5f6092fedfe99"
          +"is_disabled": "1"
          +"_is_disabled": "field_5f6092fedfe99"
          +"post_date_gmt": "2020-07-02 12:23:58"
          +"comment_status": "closed"
          +"ping_status": "closed"
          +"post_password": ""
          +"to_ping": ""
          +"pinged": ""
          +"post_modified": "2020-09-30 09:29:31"
          +"post_modified_gmt": "2020-09-30 07:29:31"
          +"post_content_filtered": ""
          +"guid": "https://www.vocalcom.com/?p=87"
          +"menu_order": 40
          +"post_mime_type": ""
          +"comment_count": "0"
          +"filter": "raw"
          +"db_id": 87
          +"menu_item_parent": "0"
          +"object_id": "78"
          +"object": "page"
          +"type_label": "Page"
          +"target": ""
          +"attr_title": ""
          +"description": ""
          +"xfn": ""
          +"__title": "Resources"
          +"status": "publish"
          +"name": "Resources"
        }
        4 => MenuItem {#7686
          +children: array:2 [
            0 => MenuItem {#7684 …72}
            1 => MenuItem {#7682 …72}
          ]
          +has_child_class: true
          +classes: array:6 [
            0 => ""
            1 => "menu-item"
            2 => "menu-item-type-post_type"
            3 => "menu-item-object-page"
            4 => "menu-item-86"
            5 => "menu-item-has-children"
          ]
          +class: "menu-item menu-item-type-post_type menu-item-object-page menu-item-86 menu-item-has-children"
          +level: 0
          +post_name: "86"
          +url: "https://www.vocalcom.com/about-us/"
          +PostClass: "Timber\Post"
          +current: false
          +current_item_parent: false
          +current_item_ancestor: false
          #menu: Menu {#2442}
          #_name: null
          #_menu_item_object_id: "80"
          #_menu_item_url: ""
          #menu_object: Post {#7687
            +ImageClass: "Timber\Image"
            +PostClass: "Timber\Post"
            +TermClass: "Timber\Term"
            +object_type: "post"
            +custom: array:12 [ …12]
            #___content: null
            #_permalink: null
            #_next: []
            #_prev: []
            #_css_class: null
            +id: 86
            +ID: 86
            +post_author: "1"
            +post_content: " "
            +post_date: "2020-07-02 14:23:59"
            +post_excerpt: ""
            +post_parent: 0
            +post_status: "publish"
            +post_title: ""
            +post_type: "nav_menu_item"
            +slug: "86"
            #__type: null
            +"_menu_item_type": "post_type"
            +"_menu_item_menu_item_parent": "0"
            +"_menu_item_object_id": "80"
            +"_menu_item_object": "page"
            +"_menu_item_target": ""
            +"_menu_item_classes": array:1 [ …1]
            +"_menu_item_xfn": ""
            +"_menu_item_url": ""
            +"menu_anchor": ""
            +"_menu_anchor": "field_5f6092fedfe99"
            +"is_disabled": "1"
            +"_is_disabled": "field_5f6092fedfe99"
            +"post_date_gmt": "2020-07-02 12:23:59"
            +"comment_status": "closed"
            +"ping_status": "closed"
            +"post_password": ""
            +"post_name": "86"
            +"to_ping": ""
            +"pinged": ""
            +"post_modified": "2020-09-30 09:29:32"
            +"post_modified_gmt": "2020-09-30 07:29:32"
            +"post_content_filtered": ""
            +"guid": "https://www.vocalcom.com/?p=86"
            +"menu_order": 42
            +"post_mime_type": ""
            +"comment_count": "0"
            +"filter": "raw"
            +"db_id": 86
            +"menu_item_parent": "0"
            +"object_id": "80"
            +"object": "page"
            +"type_label": "Page"
            +"url": "https://www.vocalcom.com/about-us/"
            +"target": ""
            +"attr_title": ""
            +"description": ""
            +"classes": array:4 [ …4]
            +"xfn": ""
            +"current": false
            +"current_item_ancestor": false
            +"current_item_parent": false
            +"__title": "About Us"
            +"status": "publish"
          }
          +id: 86
          +ID: 86
          +object_type: "post"
          +"ImageClass": "Timber\Image"
          +"TermClass": "Timber\Term"
          +"custom": array:12 [
            "_menu_item_type" => "post_type"
            "_menu_item_menu_item_parent" => "0"
            "_menu_item_object_id" => "80"
            "_menu_item_object" => "page"
            "_menu_item_target" => ""
            "_menu_item_classes" => array:1 [ …1]
            "_menu_item_xfn" => ""
            "_menu_item_url" => ""
            "menu_anchor" => ""
            "_menu_anchor" => "field_5f6092fedfe99"
            "is_disabled" => "1"
            "_is_disabled" => "field_5f6092fedfe99"
          ]
          +"___content": null
          +"_permalink": null
          +"_next": []
          +"_prev": []
          +"_css_class": null
          +"post_author": "1"
          +"post_content": " "
          +"post_date": "2020-07-02 14:23:59"
          +"post_excerpt": ""
          +"post_parent": 0
          +"post_status": "publish"
          +"post_title": ""
          +"post_type": "nav_menu_item"
          +"__type": null
          +"_menu_item_type": "post_type"
          +"_menu_item_menu_item_parent": "0"
          +"_menu_item_object": "page"
          +"_menu_item_target": ""
          +"_menu_item_classes": array:1 [
            0 => ""
          ]
          +"_menu_item_xfn": ""
          +"menu_anchor": ""
          +"_menu_anchor": "field_5f6092fedfe99"
          +"is_disabled": "1"
          +"_is_disabled": "field_5f6092fedfe99"
          +"post_date_gmt": "2020-07-02 12:23:59"
          +"comment_status": "closed"
          +"ping_status": "closed"
          +"post_password": ""
          +"to_ping": ""
          +"pinged": ""
          +"post_modified": "2020-09-30 09:29:32"
          +"post_modified_gmt": "2020-09-30 07:29:32"
          +"post_content_filtered": ""
          +"guid": "https://www.vocalcom.com/?p=86"
          +"menu_order": 42
          +"post_mime_type": ""
          +"comment_count": "0"
          +"filter": "raw"
          +"db_id": 86
          +"menu_item_parent": "0"
          +"object_id": "80"
          +"object": "page"
          +"type_label": "Page"
          +"target": ""
          +"attr_title": ""
          +"description": ""
          +"xfn": ""
          +"__title": "About Us"
          +"status": "publish"
          +"name": "About Us"
        }
      ]
      +id: 4
      +ID: 4
      +term_id: 4
      +name: "Main menu - Anglais"
      +title: "Main menu - Anglais"
      +options: array:1 [
        "depth" => 0
      ]
      +raw_options: []
      +theme_location: "primary"
      +TermClass: "Term"
      +object_type: "term"
      +_children: null
      +taxonomy: "nav_menu"
      +"slug": "main-menu-anglais"
      +"term_group": 0
      +"term_taxonomy_id": 4
      +"parent": 0
      +"count": 44
      +"filter": "raw"
      +"term_order": "0"
    }
    "secondary" => Menu {#2538
      +MenuItemClass: "Timber\MenuItem"
      +PostClass: "Timber\Post"
      +depth: 0
      +items: array:5 [
        0 => MenuItem {#8064
          +children: array:7 [
            0 => MenuItem {#8060 …71}
            1 => MenuItem {#7103 …73}
            2 => MenuItem {#8053 …73}
            3 => MenuItem {#8039 …72}
            4 => MenuItem {#8029 …73}
            5 => MenuItem {#8017 …73}
            6 => MenuItem {#8011 …73}
          ]
          +has_child_class: true
          +classes: array:6 [
            0 => ""
            1 => "menu-item"
            2 => "menu-item-type-post_type"
            3 => "menu-item-object-page"
            4 => "menu-item-674"
            5 => "menu-item-has-children"
          ]
          +class: "menu-item menu-item-type-post_type menu-item-object-page menu-item-674 menu-item-has-children"
          +level: 0
          +post_name: "674"
          +url: "https://www.vocalcom.com/fr/logiciel-centre-appel/"
          +PostClass: "Timber\Post"
          +current: false
          +current_item_parent: false
          +current_item_ancestor: false
          #menu: Menu {#2538}
          #_name: null
          #_menu_item_object_id: "549"
          #_menu_item_url: ""
          #menu_object: Post {#8059
            +ImageClass: "Timber\Image"
            +PostClass: "Timber\Post"
            +TermClass: "Timber\Term"
            +object_type: "post"
            +custom: array:13 [ …13]
            #___content: null
            #_permalink: null
            #_next: []
            #_prev: []
            #_css_class: null
            +id: 674
            +ID: 674
            +post_author: "1"
            +post_content: ""
            +post_date: "2020-09-07 16:55:24"
            +post_excerpt: ""
            +post_parent: 0
            +post_status: "publish"
            +post_title: "Fonctionnalités"
            +post_type: "nav_menu_item"
            +slug: "674"
            #__type: null
            +"_menu_item_type": "post_type"
            +"_menu_item_menu_item_parent": "0"
            +"_menu_item_object_id": "549"
            +"_menu_item_object": "page"
            +"_menu_item_target": ""
            +"_menu_item_classes": array:1 [ …1]
            +"_menu_item_xfn": ""
            +"_menu_item_url": ""
            +"_last_translation_edit_mode": "translation-editor"
            +"menu_anchor": ""
            +"_menu_anchor": "field_5f6092fedfe99"
            +"is_disabled": "0"
            +"_is_disabled": "field_5f6092fedfe99"
            +"post_date_gmt": "2020-09-07 14:55:24"
            +"comment_status": "closed"
            +"ping_status": "closed"
            +"post_password": ""
            +"post_name": "674"
            +"to_ping": ""
            +"pinged": ""
            +"post_modified": "2020-10-16 11:06:13"
            +"post_modified_gmt": "2020-10-16 09:06:13"
            +"post_content_filtered": ""
            +"guid": "https://www.vocalcom.com/?p=674"
            +"menu_order": 1
            +"post_mime_type": ""
            +"comment_count": "0"
            +"filter": "raw"
            +"db_id": 674
            +"menu_item_parent": "0"
            +"object_id": "549"
            +"object": "page"
            +"type_label": "Page"
            +"url": "https://www.vocalcom.com/fr/logiciel-centre-appel/"
            +"target": ""
            +"attr_title": ""
            +"description": ""
            +"classes": array:4 [ …4]
            +"xfn": ""
            +"current": false
            +"current_item_ancestor": false
            +"current_item_parent": false
            +"__title": "Fonctionnalités"
             …1
          }
          +id: 674
          +ID: 674
          +object_type: "post"
          +"ImageClass": "Timber\Image"
          +"TermClass": "Timber\Term"
          +"custom": array:13 [ …13]
          +"___content": null
          +"_permalink": null
          +"_next": []
          +"_prev": []
          +"_css_class": null
          +"post_author": "1"
          +"post_content": ""
          +"post_date": "2020-09-07 16:55:24"
          +"post_excerpt": ""
          +"post_parent": 0
          +"post_status": "publish"
          +"post_title": "Fonctionnalités"
          +"post_type": "nav_menu_item"
          +"__type": null
          +"_menu_item_type": "post_type"
          +"_menu_item_menu_item_parent": "0"
          +"_menu_item_object": "page"
          +"_menu_item_target": ""
          +"_menu_item_classes": array:1 [ …1]
          +"_menu_item_xfn": ""
          +"_last_translation_edit_mode": "translation-editor"
          +"menu_anchor": ""
          +"_menu_anchor": "field_5f6092fedfe99"
          +"is_disabled": "0"
          +"_is_disabled": "field_5f6092fedfe99"
          +"post_date_gmt": "2020-09-07 14:55:24"
          +"comment_status": "closed"
          +"ping_status": "closed"
          +"post_password": ""
          +"to_ping": ""
          +"pinged": ""
          +"post_modified": "2020-10-16 11:06:13"
          +"post_modified_gmt": "2020-10-16 09:06:13"
          +"post_content_filtered": ""
          +"guid": "https://www.vocalcom.com/?p=674"
          +"menu_order": 1
          +"post_mime_type": ""
          +"comment_count": "0"
          +"filter": "raw"
          +"db_id": 674
          +"menu_item_parent": "0"
          +"object_id": "549"
          +"object": "page"
          +"type_label": "Page"
          +"target": ""
          +"attr_title": ""
          +"description": ""
          +"xfn": ""
          +"__title": "Fonctionnalités"
          +"status": "publish"
          +"name": "Fonctionnalités"
        }
        1 => MenuItem {#7999
          +children: array:3 [ …3]
          +has_child_class: true
          +classes: array:6 [ …6]
          +class: "menu-item menu-item-type-post_type menu-item-object-page menu-item-671 menu-item-has-children"
          +level: 0
          +post_name: "671"
          +url: "https://www.vocalcom.com/fr/solutions/"
          +PostClass: "Timber\Post"
          +current: false
          +current_item_parent: false
          +current_item_ancestor: false
          #menu: Menu {#2538}
          #_name: null
          #_menu_item_object_id: "632"
          #_menu_item_url: ""
          #menu_object: Post {#8000 …66}
          +id: 671
          +ID: 671
          +object_type: "post"
          +"ImageClass": "Timber\Image"
          +"TermClass": "Timber\Term"
          +"custom": array:13 [ …13]
          +"___content": null
          +"_permalink": null
          +"_next": []
          +"_prev": []
          +"_css_class": null
          +"post_author": "1"
          +"post_content": " "
          +"post_date": "2020-09-07 16:55:33"
          +"post_excerpt": ""
          +"post_parent": 0
          +"post_status": "publish"
          +"post_title": ""
          +"post_type": "nav_menu_item"
          +"__type": null
          +"_menu_item_type": "post_type"
          +"_menu_item_menu_item_parent": "0"
          +"_menu_item_object": "page"
          +"_menu_item_target": ""
          +"_menu_item_classes": array:1 [ …1]
          +"_menu_item_xfn": ""
          +"_last_translation_edit_mode": "translation-editor"
          +"menu_anchor": ""
          +"_menu_anchor": "field_5f6092fedfe99"
          +"is_disabled": "1"
          +"_is_disabled": "field_5f6092fedfe99"
          +"post_date_gmt": "2020-09-07 14:55:33"
          +"comment_status": "closed"
          +"ping_status": "closed"
          +"post_password": ""
          +"to_ping": ""
          +"pinged": ""
          +"post_modified": "2020-10-16 11:06:15"
          +"post_modified_gmt": "2020-10-16 09:06:15"
          +"post_content_filtered": ""
          +"guid": "https://www.vocalcom.com/?p=671"
          +"menu_order": 34
          +"post_mime_type": ""
          +"comment_count": "0"
          +"filter": "raw"
          +"db_id": 671
          +"menu_item_parent": "0"
          +"object_id": "632"
          +"object": "page"
          +"type_label": "Page"
          +"target": ""
          +"attr_title": ""
          +"description": ""
          +"xfn": ""
          +"__title": "Solutions"
          +"status": "publish"
          +"name": "Solutions"
        }
        2 => MenuItem {#7991
          +children: array:3 [ …3]
          +has_child_class: true
          +classes: array:6 [ …6]
          +class: "menu-item menu-item-type-post_type menu-item-object-page menu-item-670 menu-item-has-children"
          +level: 0
          +post_name: "670"
          +url: "https://www.vocalcom.com/fr/produits/"
          +PostClass: "Timber\Post"
          +current: false
          +current_item_parent: false
          +current_item_ancestor: false
          #menu: Menu {#2538}
          #_name: null
          #_menu_item_object_id: "642"
          #_menu_item_url: ""
          #menu_object: Post {#7992 …65}
          +id: 670
          +ID: 670
          +object_type: "post"
          +"ImageClass": "Timber\Image"
          +"TermClass": "Timber\Term"
          +"custom": array:12 [ …12]
          +"___content": null
          +"_permalink": null
          +"_next": []
          +"_prev": []
          +"_css_class": null
          +"post_author": "1"
          +"post_content": ""
          +"post_date": "2020-09-07 16:55:34"
          +"post_excerpt": ""
          +"post_parent": 0
          +"post_status": "publish"
          +"post_title": "Produits"
          +"post_type": "nav_menu_item"
          +"__type": null
          +"_menu_item_type": "post_type"
          +"_menu_item_menu_item_parent": "0"
          +"_menu_item_object": "page"
          +"_menu_item_target": ""
          +"_menu_item_classes": array:1 [ …1]
          +"_menu_item_xfn": ""
          +"menu_anchor": ""
          +"_menu_anchor": "field_5f6092fedfe99"
          +"is_disabled": "1"
          +"_is_disabled": "field_5f6092fedfe99"
          +"post_date_gmt": "2020-09-07 14:55:34"
          +"comment_status": "closed"
          +"ping_status": "closed"
          +"post_password": ""
          +"to_ping": ""
          +"pinged": ""
          +"post_modified": "2020-10-16 11:06:15"
          +"post_modified_gmt": "2020-10-16 09:06:15"
          +"post_content_filtered": ""
          +"guid": "https://www.vocalcom.com/?p=670"
          +"menu_order": 38
          +"post_mime_type": ""
          +"comment_count": "0"
          +"filter": "raw"
          +"db_id": 670
          +"menu_item_parent": "0"
          +"object_id": "642"
          +"object": "page"
          +"type_label": "Page"
          +"target": ""
          +"attr_title": ""
          +"description": ""
          +"xfn": ""
          +"__title": "Produits"
          +"status": "publish"
          +"name": "Produits"
        }
        3 => MenuItem {#7983
          +children: array:1 [ …1]
          +has_child_class: true
          +classes: array:6 [ …6]
          +class: "menu-item menu-item-type-custom menu-item-object-custom menu-item-1866 menu-item-has-children"
          +level: 0
          +post_name: "ressources-2"
          +url: "#"
          +PostClass: "Timber\Post"
          +current: false
          +current_item_parent: false
          +current_item_ancestor: false
          #menu: Menu {#2538}
          #_name: null
          #_menu_item_object_id: "1866"
          #_menu_item_url: "#"
          #menu_object: Post {#7984 …65}
          +id: 1866
          +ID: 1866
          +object_type: "post"
          +"ImageClass": "Timber\Image"
          +"TermClass": "Timber\Term"
          +"custom": array:12 [ …12]
          +"___content": null
          +"_permalink": null
          +"_next": []
          +"_prev": []
          +"_css_class": null
          +"post_author": "1"
          +"post_content": ""
          +"post_date": "2020-09-14 18:56:49"
          +"post_excerpt": ""
          +"post_parent": 0
          +"post_status": "publish"
          +"post_title": "Ressources"
          +"post_type": "nav_menu_item"
          +"__type": null
          +"_menu_item_type": "custom"
          +"_menu_item_menu_item_parent": "0"
          +"_menu_item_object": "custom"
          +"_menu_item_target": ""
          +"_menu_item_classes": array:1 [ …1]
          +"_menu_item_xfn": ""
          +"menu_anchor": ""
          +"_menu_anchor": "field_5f6092fedfe99"
          +"is_disabled": "1"
          +"_is_disabled": "field_5f6092fedfe99"
          +"post_date_gmt": "2020-09-14 16:56:49"
          +"comment_status": "closed"
          +"ping_status": "closed"
          +"post_password": ""
          +"to_ping": ""
          +"pinged": ""
          +"post_modified": "2020-10-16 11:06:15"
          +"post_modified_gmt": "2020-10-16 09:06:15"
          +"post_content_filtered": ""
          +"guid": "https://www.vocalcom.com/?p=1866"
          +"menu_order": 42
          +"post_mime_type": ""
          +"comment_count": "0"
          +"filter": "raw"
          +"db_id": 1866
          +"menu_item_parent": "0"
          +"object_id": "1866"
          +"object": "custom"
          +"type_label": "Custom Link"
          +"target": ""
          +"attr_title": ""
          +"description": ""
          +"xfn": ""
          +"__title": "Ressources"
          +"status": "publish"
          +"name": "Ressources"
        }
        4 => MenuItem {#7979
          +children: array:2 [ …2]
          +has_child_class: true
          +classes: array:6 [ …6]
          +class: "menu-item menu-item-type-custom menu-item-object-custom menu-item-983 menu-item-has-children"
          +level: 0
          +post_name: "notre-entreprise"
          +url: "#"
          +PostClass: "Timber\Post"
          +current: false
          +current_item_parent: false
          +current_item_ancestor: false
          #menu: Menu {#2538}
          #_name: null
          #_menu_item_object_id: "983"
          #_menu_item_url: "#"
          #menu_object: Post {#7980 …65}
          +id: 983
          +ID: 983
          +object_type: "post"
          +"ImageClass": "Timber\Image"
          +"TermClass": "Timber\Term"
          +"custom": array:12 [ …12]
          +"___content": null
          +"_permalink": null
          +"_next": []
          +"_prev": []
          +"_css_class": null
          +"post_author": "1"
          +"post_content": ""
          +"post_date": "2020-09-10 14:42:50"
          +"post_excerpt": ""
          +"post_parent": 0
          +"post_status": "publish"
          +"post_title": "Notre entreprise"
          +"post_type": "nav_menu_item"
          +"__type": null
          +"_menu_item_type": "custom"
          +"_menu_item_menu_item_parent": "0"
          +"_menu_item_object": "custom"
          +"_menu_item_target": ""
          +"_menu_item_classes": array:1 [ …1]
          +"_menu_item_xfn": ""
          +"menu_anchor": ""
          +"_menu_anchor": "field_5f6092fedfe99"
          +"is_disabled": "1"
          +"_is_disabled": "field_5f6092fedfe99"
          +"post_date_gmt": "2020-09-10 12:42:50"
          +"comment_status": "closed"
          +"ping_status": "closed"
          +"post_password": ""
          +"to_ping": ""
          +"pinged": ""
          +"post_modified": "2020-10-16 11:06:16"
          +"post_modified_gmt": "2020-10-16 09:06:16"
          +"post_content_filtered": ""
          +"guid": "https://www.vocalcom.com/?p=983"
          +"menu_order": 44
          +"post_mime_type": ""
          +"comment_count": "0"
          +"filter": "raw"
          +"db_id": 983
          +"menu_item_parent": "0"
          +"object_id": "983"
          +"object": "custom"
          +"type_label": "Custom Link"
          +"target": ""
          +"attr_title": ""
          +"description": ""
          +"xfn": ""
          +"__title": "Notre entreprise"
          +"status": "publish"
          +"name": "Notre entreprise"
        }
      ]
      +id: 3
      +ID: 3
      +term_id: 3
      +name: "Main menu"
      +title: "Main menu"
      +options: array:1 [
        "depth" => 0
      ]
      +raw_options: []
      +theme_location: null
      +TermClass: "Term"
      +object_type: "term"
      +_children: null
      +taxonomy: "nav_menu"
      +"slug": "main-menu"
      +"term_group": 0
      +"term_taxonomy_id": 3
      +"parent": 0
      +"count": 46
      +"filter": "raw"
      +"term_order": "0"
    }
  ]
]

Super Globals


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  "REMOTE_PORT" => "55014"
  "SCRIPT_FILENAME" => "/var/www/vocalcom.com/htdocs/index.php"
  "SERVER_ADMIN" => "[no address given]"
  "CONTEXT_DOCUMENT_ROOT" => "/var/www/vocalcom.com/htdocs"
  "CONTEXT_PREFIX" => ""
  "REQUEST_SCHEME" => "https"
  "DOCUMENT_ROOT" => "/var/www/vocalcom.com/htdocs"
  "REMOTE_ADDR" => "141.101.98.71"
  "SERVER_PORT" => "443"
  "SERVER_ADDR" => "146.59.199.96"
  "SERVER_NAME" => "www.vocalcom.com"
  "SERVER_SIGNATURE" => "<address>Apache/2.4.41 (Ubuntu) Server at www.vocalcom.com Port 443</address>\n"
  "PATH" => "/usr/local/sbin:/usr/local/bin:/usr/sbin:/usr/bin:/sbin:/bin:/snap/bin"
  "HTTP_CDN_LOOP" => "cloudflare"
  "HTTP_CF_CONNECTING_IP" => "3.237.254.197"
  "HTTP_CF_REQUEST_ID" => "061f190cf60000573978099000000001"
  "HTTP_ACCEPT_LANGUAGE" => "en-US,en;q=0.5"
  "HTTP_ACCEPT" => "text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8"
  "HTTP_USER_AGENT" => "CCBot/2.0 (https://commoncrawl.org/faq/)"
  "HTTP_CF_VISITOR" => "{\"scheme\":\"https\"}"
  "HTTP_X_FORWARDED_PROTO" => "https"
  "HTTP_CF_RAY" => "5eab9127ebcb5739-LHR"
  "HTTP_X_FORWARDED_FOR" => "3.237.254.197"
  "HTTP_CF_IPCOUNTRY" => "US"
  "HTTP_ACCEPT_ENCODING" => "gzip"
  "HTTP_CONNECTION" => "Keep-Alive"
  "HTTP_HOST" => "www.vocalcom.com"
  "proxy-nokeepalive" => "1"
  "SSL_TLS_SNI" => "www.vocalcom.com"
  "HTTPS" => "on"
  "WPR_ENC" => "_gzip"
  "WPR_SSL" => "-https"
  "REDIRECT_STATUS" => "200"
  "REDIRECT_SSL_TLS_SNI" => "www.vocalcom.com"
  "REDIRECT_HTTPS" => "on"
  "REDIRECT_WPR_ENC" => "_gzip"
  "REDIRECT_WPR_SSL" => "-https"
  "FCGI_ROLE" => "RESPONDER"
  "PHP_SELF" => "/index.php"
  "REQUEST_TIME_FLOAT" => 1604128339.2589
  "REQUEST_TIME" => 1604128339
]

User


false