Vocalcom Hermes Outsourcer
For 20 years, Vocalcom has been supporting the biggest outsourcers with its powerful and flexible contact center software. Available in the cloud or on-premise, it adapts to each customer’s needs –for customer service, business development, or debt collection.
In a very competitive industry for which margins are under serious pressure and service providers must always integrate into their customers’ value chain, it is important to be able to leverage true industry expertise. Developed by customer experience experts, the Vocalcom solution allows you to offer customized customer service on all channels, improve your campaign performance, and oversee your activity within a robust platform.
The open platform of the Vocalcom solution integrates easily with your customers’ information systems through connectors or scripting tools for customized developments. Thanks to the con-textual pop-up cards, your agents have access to all customer information and can personalize their conversations.
Reinvent the customer experience and communicate with customers on all channels – phone, email, SMS, web forms, chat, instant messaging, and social media – from a single platform. Offer your agents a 360° view of customer history and improve the quality of each customer interaction.
Deliver tailor-made customer service thanks to the intelligent routing of inbound contacts accord-ing to skills and overflow strategies. Manage your interactive voice response, your services and your flows completely autonomously to adapt in real-time to customer needs or current events. In the cloud or on-premise, our solutions guarantee you unrivaled flexibility.
« The Vocalcom Hermes solution offers many rich features and strong integration capabilities, which allow us to meet all the quality and performance challenges that arise in the outsourcing business. »
Ahmed BEN FRADJ
CEO and founder
TRICOM
Create new campaigns in just a few clicks and improve their efficiency thanks to the powerful algorithms of the Vocalcom automated dialer –in predictive, progressive, or preview mode ac-cording to your needs. And thanks to media blending, you can increase agent productivity by al-lowing agents to manage several channels during the same time slot.
Follow your performance in real-time with customizable dashboards and detailed reports that adapt to the needs of each customer. Use Quality Management tools to support your teams in their skill-building and manage your different departments in an intuitive administration console.
