As customers interact with a company’s mobile application or website prior to initiating a call, a rich set of user data, including phone number, login, recent browsing history and location, is captured and associated with the call to enable intelligent routing to the right contact center specialist, who is presented with this detailed information-the apps become the omni-channel link to the customer. Personal, relevant, context-aware and direct.
Customers can switch between applications, channels and communication modes consistently without loss of context. A user can dial an 800 number, bypass an IVR via an alert sent to the user’s smartphone, then engage in a live video session with an agent, all without the need to repeat information.
Instead of traditional voice-driven automated service, customers can opt for IVR menus to be displayed visually within mobile and web applications, without listening to endless menus and struggling with voice recognition! Visual IVR, whether it’s through a website or mobile app, is a great way to eliminate one of the top reasons people dislike the call center experience.
No Wait on Hold
Rather than wait on hold, a customer can click within a company's mobile or web application to request a return call from an agent. Call state information: agent wait times, queue position and other contact center data can be pushed to the customer’s smartphone, tablet or desktop computer. So they can with one tap on their smartphone request a call-back and avoid hold time.
Proactive Service Notification
Can be used to notify customers about account information or present personalized offers, e.g. a bill is due, an item has shipped, etc.
Allows you to tap into the Voice of the Customer by capturing real-time data and feedback at the conclusion of an interaction.
Broad Data Sources
Vocalcom retrieves and processes posts from a wide variety of sources including Twitter, Facebook, YouTube, and Blogs. It also enables agents to engage directly with fan page followers through LinkedIn, Facebook and Google+ fan pages
Agent Assistance Tools
Vocalcom provides a suite of tools designed to increase the efficiency of contact center agents. Pre-approved responses for commonly asked questions can be provided to agents and business rules can trigger “Next Best Actions” to guide responses.
The rules engine automatically tags posts based on priorities that you define. Posts can then be routed to agents or agent groups based on things like agent skillset or physical location. The rules engine helps to improve customer care by directing issues and questions to an agent who can provide the best possible support.
Vocalcom offers pre-packaged integration with Salesforce Service Cloud. Vocalcom can retrieve information from a company’s proprietary CRM system to determine customer importance and enable responses to be prioritized based on customer value.
Analytics & Reporting
Vocalcom offers the most advanced contact center reporting for social customer care. It provides over 25 out-of-the-box reports with the most popular metrics for adhering to service level agreements and offering brand insights.
Agent Coaching & Performance
Observe, coach and instruct your agents with a built-in real-time supervisory display. You can filter by workgroup and get instant data on performance including major SLA and KPI data.
Social Early Warning
Vocalcom also provides a social early warning system, which allows agents to see immediate sentiment feedback from surveys presented to users through web and mobile applications. Agents can then respond to negative feedback immediately before complaints are posted publically and go viral on social channels.
Vocalcom Interpret the content of messages and route to best skilled agent and offer a complete view of all previous email threads and all other channel interactions. So you can organize, assign, queue, and prioritize email inquiries.
Chat buttons can be displayed whenever agents are available, allowing customers to initiate chat engagements whenever and wherever they need help—from their desks, smartphones, or tablets. Up to 8 simultaneous chats. Multi-language support.
Through its extensive intelligence capabilities that examine customer behaviour, customer data, and even web analytics, Vocalcom will proactively offer for immediate connection with a live person and deliver the right chat invitation to the right customer at the right time.
As business strive to bring the in-store experience to online customers, more and more companies embrace video chat as the ultimate type of engagement for high-value customers and transactions. There is nothing more engaging than a face-to-face conversation—even beyond that of the typical in-store experience!
By delivering personalized messages and offers anywhere on your site, Vocalcom enables you to create highly personalized experiences that have proven to drive remarkable results for leading global brands
Channel pivoting from chat to email, social, or voice for a seamless cross-channel experience
Results You Can See
20% increases in conversions, 35% increases average order values, 80% reductions in handling costs. For both sales and service applications, meaningful connections are created by personalized, human interactions, and are delivered at a fraction of the cost phone or email contact while dramatically improving agent productivity.
Simplicity for the business users. Rich functionality for the enterprise.
Today, call centers need to handle more than just calls. Customers expect to receive consistent customer experiences, whichever channel they use, but this is very difficult to deliver when each channel emerges from a separate technology silo. With other vendor solutions, the need to manage multiple platforms significantly increases expense and they are less flexible to meet and address ever-changing business drivers.
Vocalcom Contact Center Software can help you deliver an exceptional customer experience on every channel with unmatched speed, simplicity and manageability — creating simultaneously the opportunities for exceptional service and additional sales. it has best-in-class capabilities delivered with simplicity to reduce operational costs through efficiency gains — Here's the Key to maximize revenue and engage effortlessly with your customers.
Vocalcom offers an all-in-one, fully featured, highly customizable contact center software, available in the cloud or your data center, designed from the ground up to make your agents more productive and enhance customer experiences. Organizations like yours, typically see a 25% reduction in training time, 34% in average handle time (AHT), +37% in fast first contact resolution (FCR), +41% in agents productivity, +300% in outbound contact rates. All powered by the Vocalcom contact center software.
Watch It In Action