Top Features of the World’s Most Disruptive Cloud Call Center Solution

Vocalcom’s feature-rich, award-winning call center software is designed to not only meet but exceed today’s demanding and always changing business needs. It takes a lot to stay ahead of the game – what with vigorous customer demand, a constantly evolving technological landscape and a growing number of players in the space. That is exactly why we offer a strong mix of both basic and advanced features (integrated within Avaya) that address all of the above. Let’s take a look at some of what you can expect from our digital inbound call center software today.

Amazing interactive voice response (IVR) Web designer

The IVR accounts for 27 percent of the total call experience, yet only 7 percent of organizations currently offer a solution that delivers what customers consider “a better experience” than a live agent, according to research from JD Power & Associates. Our IVR Web designer comes complete with integrated business data with text-to-speech and speech recognition that always delivers the experience customers crave.

Advanced skill routing

The primary goal of the contact center is to get customers connected to the right employee in the quickest possible time. This objective is directly accomplished with our advanced skill routing application – a contact center feature that should be top of mind when looking for a provider.

Hyper-connected customer engagement/Multichannel virtual queuing

Over 75 percent of consumers rely on up to four different channels when seeking customer care, and 57 percent of best-in-class companies measure support center success across e-mail, chat, Web and voice, according to a recent report by Ovum. By offering hyper-connected customer engagement, customers can enjoy connecting with your business via mobile, Web, chat or anywhere else they happen to be – and it’s all managed through one single interface. And with multichannel virtual queuing, you can ensure a seamless, cross-channel customer experience.

Blended predictive dialer

The predictive dialer has been touted as a must-have call center technology; however, what separates our award-winning predictive dialer from the rest is that it is completely Web-based and is trusted by over half a million users who testify that our offering more than tripled their contacts. Simply put, our solution is cost-efficient and its capabilities drive results that are immediately realized.

Telecom self-service

Research from Gartner shows that by 2020, the customer will manage 85 percent of the relationship with an enterprise without ever interacting with a human. Self-service is positioned to become a very quickly growing space; if you’re not positioned to embrace these demands, your competitors certainly will. Vocalcom offers quick and easy options for provisioning your telecom worldwide and enables customers to always enjoy reliable self-service. 

Real-time monitoring

Quality and performance management is constantly evolving within the contact center – and it’s shaping the future of the industry. If you’re not monitoring your call center in real-time you’re already behind in the game. Research shows that two-thirds of organizations view access to real-time or nearly real-time metrics as being a very important capability. Our real-time monitoring capabilities enable you to monitor your key performance indicators (KPIs) and other valuable metrics right when they happen, allowing for the most efficient response.

PCI-DSS compliances

Payment Card Industry Data Security Standard (PCI-DSS) compliance is integral to supporting the success of your call center business. Any organization that accepts credit cards as payment must regard this standard in one form or another. Without compliance, a business could face the reality of shutting down. All of Vocalcom’s call center solutions are PCI-DSS compliant, meaning you’ll never have to worry about this vital aspect of your call center operations.

Mobile console

Mobility is key right now for those working within the call center. With Vocalcom’s mobile console, you can optimize call center performance and overall operations with unprecedented flexibility and dynamic control – all you need is the touch of a finger to do so.

Automatic callback

“There are currently seven customers ahead of you.” If your customer calls your business at a busy time like this, they could be stuck on hold for nearly an hour, if not more. This translates to unsatisfied customers and loss of sales. Conversely, with an automatic callback feature, your customer can notify your business when he or she will be available to accept your returned call.

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