Vocalcom and Infobip combine their expertise to help you build targeted customer journeys. Hermes Digital Journey brings together the Infobip ubiquitous social channels offer with the leading Vocalcom voice and digital contacts solution. Now you can engage on the right channel at the right moment with the right message and build customer advocacy at optimal cost.
With Hermes Digital Journey (HDJ), resolve the outbound dilemma. Go beyond outbound calls regulations and legal constraints in your business area, by creating true and engaging customer experiences. With our solution, easily adapt to your new customers habits, be available through the channels your clients prefer, and deliver the experience which will delight your customers.
Vocalcom advanced contact center solution combined with Infobip’s extensive social messenger portfolio and AI-powered chatbot solutions will revolutionize your customer engagement.
Now you can adapt to your customers roles and goals, offering them the channel that suits them best at any time: Email, Voice Call, Call Back, Livechat, twitter, apple messages, WhatsApp, messenger …
On one hand, all brands want to engage proactively with their customers to anticipate customers’ needs and control costs. On the other hand, end users and legislators want to protect privacy and personal data. This dilemma is making proactive engagement strategies difficult to implement. With Vocalcom HDJ, you can choose the right, creative combination of channels, in or outbound, and build predictive engagement strategies, replacing intrusion with acceptance.
Now you can build predictive engagement strategies, reconciling agent productivity and experience, with Customer acceptance and loyalty.
The powerful Vocalcom dialer and outbound campaign algorithm, combined with Infobip’s connectors to any social channels, helps you create truly profitable customer journeys.
Vocalcom is always looking for new solutions to help you adapt your customer experience (CX) to increased regulations and changing consumer habits. You need to support your customers at every stage of the buying journey with contextualized interactions across the channels they prefer. With this in mind, Vocalcom created a new technology partnership with Infobip, and created Hermes Digital Journey. This solution brings the best of both worlds : an inbound and outbound Voice and Digital Contact solution combined with universal instant messaging and embedded chatbots.
Handle your activity peaks best and reduce the number of inbound calls with Hermes Digital Journey. Offer your customers the possibility to switch from voice to a written digital channel to limit wait times. Streamline your business, reduce your costs, and offer 24/24, 7/7 service.
Collect customer debts more quickly by engaging them on their preferred digital channels, with Hermes Digital Journey. Secure the payment process, gain the trust of your contacts, and save your agents time.
Be present where your customers are waiting for you with Hermes Digital Journey. Activate all digital communication channels quickly, offer simplified access to claims service, and accelerate problem resolution through rich content.
Offer an unforgettable assistance experience with Hermes Digital Journey. Personalize the user experience in real time according to the user’s preferences, offer IVR rerouting toward a digital channel as well as easier access to assistance service thanks to a 24/24, 7/7 chatbot.
Offer customized support to your customers during their buying journey with Hermes Digital Journey. Create value for your brand by offering tips to your customers in real time, whether via personalized self-service through a chatbot or through a call with an agent, reserved during the timeslot of the customer’s choice.
Handle your activity peaks best and reduce the number of inbound calls with Hermes Digital Journey. Offer your customers the possibility to switch from voice to a written digital channel to limit wait times. Streamline your business, reduce your costs, and offer 24/24, 7/7 service.
Collect customer debts more quickly by engaging them on their preferred digital channels, with Hermes Digital Journey. Secure the payment process, gain the trust of your contacts, and save your agents time.
Be present where your customers are waiting for you with Hermes Digital Journey. Activate all digital communication channels quickly, offer simplified access to claims service, and accelerate problem resolution through rich content.
Offer an unforgettable assistance experience with Hermes Digital Journey. Personalize the user experience in real time according to the user’s preferences, offer IVR rerouting toward a digital channel as well as easier access to assistance service thanks to a 24/24, 7/7 chatbot.
Offer customized support to your customers during their buying journey with Hermes Digital Journey. Create value for your brand by offering tips to your customers in real time, whether via personalized self-service through a chatbot or through a call with an agent, reserved during the timeslot of the customer’s choice.
Guide your clients through their digital journey, by being when and where they need you. Meet your customers during their product search by adding conversational options, extend service business hours by offering self-service options, automate simple services such as delivery status update, account balances, appointment scheduling by introducing a chatbot, facilitate access to your services by enabling the digital channels your users use…
With the Vocalcom Omnichannel CX solution, anticipate your customers’ desires, engage with them proactively and build loyalty by offering services before they ask for it.
With Vocalcom Omnichannel Customer Engagement Platform, generate more leads thanks to digital channels combined with voice calls. Turn browsing your website into a differentiated experience. Proactively and dynamically propose virtual assistant conversations to your customers at the right stage of their journey. Push your product information when relevant, based on users’ real-time behaviors’ analytics, combined with historical data provided by your CRM.
With Hermes Digital Journey, know who your clients are, what they have purchased and how to keep them engaged.
Boost your lead generation with HDJ proactive options, combining best-of-breed Vocalcom predictive dialer with Infobip outbound social channels. Easily make your telemarketing appointment booking through your preferred channels, offering them scheduled or immediate callbacks. Hermes dialer will then schedule the calls and distribute them to best-skilled agent. It also detects voicemail and helps you increase your contact rate.
With Hermes Digital Journey, your agents spend quality time with customers and prospects on the phone, while following local regulations.
Boost your collections results with Vocalcom Omnichannel Collections Solution. Engage your customers with targeted messages as a new way of recovering debts : integrate a payment gateway into your chatbot, generate and send payment links through digital channels, make credit card updates easy with a secured chatbot, simplify online payments on digital channels, make sensitive interactions more comfortable with digital channels …
In a single interface, we manage all your social messaging requests. WhatsApp, SMS, Messenger, Live Chat, Instagram, Apple messages… Hermes Digital Journey give you access to 15 social messengers through 200 operators across the world.
Be available when your customers are. Extend your customer service beyond business hours by enabling a chatbot. Fully automate simple services and prequalify complex services to a list of tasks to be assigned when your agents connect.
Guide your customers with Hermes Digital Journey’s chatbot AI-powered by Infobip. Use our bot as a Visual IVR to route customer requests and guide them. It provides a deep decision tree experience to your user and helps you understand their needs better in order to find the right skills.
Automate routing transaction on social channels with AI-powered chatbots. If the conversation complexity increases and requires human skills, then the whole context is transmitted to the best agent.
Thanks to Hermes contact management function, all interactions with a customer are visible to any agent involved in a conversation with that customer.
Develop a quicker way to solve your customer’s problems. Agents and users are able to share files, such as product guides, order forms, pictures to show damaged good for a delivery claim … transforming each interaction into an agile experience.
With Hermes Digital Journey you can mix and match inbound and outbound and any social channels to build targeted customer journeys with the right choice of channels at each customer touchpoint.
For each campaign, you can set up a list of predefined answers, that can be simple texts or rich content (video, image, link to website).
The Vocalcom Hermes Digital Journey cloud contact center solution adapts your hosting choices and constraints. You can opt for a global shared or dedicaded cloud solution or even a private on- premise platform.
