The Petroleum Institute deploys new virtual call center solution

The Petroleum Institute Utilizes Vocalcom’s Virtual Call Center Solution

After having launched a global project to optimize its customer service, The Petroleum Institute retained our virtual call center solution.The Petroleum Institute (PI) was created in 2001 with the goal of establishing itself as a world-class institution in engineering education and research in areas of significance to the oil and gas and the broader energy industries. The PI’s sponsors and affiliates include Abu Dhabi National Oil Company (ADNOC) and four major international oil companies. The campus has modern instructional laboratories and classroom facilities and is planning a major research center on its campus in Sas Al Nakhl, Abu Dhabi.

Currently the PI offers Bachelor degrees in Chemical, Electrical, Mechanical and Petroleum Engineering, Metallurgical and Polymer Science & Engineering and Petroleum Geosciences; Master of Engineering degrees in Chemical, Electrical, Mechanical and Petroleum Engineering and Master of Science degrees in Chemical, Electrical, Mechanical and Petroleum Engineering and Petroleum Geosciences. These programs are open to both male and female students.The Petroleum Institute was wondering for a virtual call center software, allowing to address their multisites activities: IT Department, Administration Department.

The company provides its virtual call center software with ready-made connectors to all of the leading telephony and CRM solutions, with an open API to enable Vocalcom to build a connector for any other specific requirements. Then it allowed the Petroleum Institute to easily and mostly fastly integrate with BMC Foot Print, and student’s CRM Registration and Administration.By integrating the virtual call center solution powered by Vocalcom, the multisite call center of the Petroleum Institute is now able to answer but also keep informed its students using diffrent medias and functionalities:

  • Voice: inbound with smart IVR, outbound (5 different types of dialing including predictive dialer)
  • Chat and proactive chat
  • Emails

Vocalcom has developed a virtual call center software that includes universal queuing functionality to address the multichannel customer experience, focusing on the potential for agents to act as one group even though they may be spread across multiple locations and using different technology. Previously, companies looking to add email and web chat capabilities to their contact centre were forced to seek out an additional vendor or deploy additional software and hardware. Vocalcom’s All-In-One virtual call centre software is built around a universal queue, with skill-based routing of voice, email, social media and chat interactions. Agents can be assigned multiple interaction skills with several proficiency levels for each skill. With a strong background in outbound automation as well as inbound interaction handling, the virtual call center software Hermes.NET supports inbound customer service and support, outbound sales and marketing, and automated blended operations to maximise employee productivity and deliver a superior customer experience.

Founded in 1995, Vocalcom offers advanced virtual call center capabilities to operations of all sizes, having a customer base of over 600,000 users within 4,500 organisations across more than 40 countries.

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