• Simplify optimizes the patient journey for scheduling medical appointments thanks to Vocalcom cloud contact center solutions

    Vocalcom cloud contact center technology allows Simplify to deploy a single tool standardized across all of its contact center platforms to gain agility, ensure optimal service quality for its customers and the patients, and facilitate remote working for its agents. Simplify, a service provider for health professionals, has been relying for years on Vocalcom, the global leader in customer...

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  • The New Super-Agent

    The merit of new technologies is not that it replaces employees but empowers them with tools to make them more productive, more creative, more comfortable – and, paradoxically, more empathetic. In other words, technology can make us more “human”. The necessary acceleration of contact centers’ digitalization will bring to the fore the crucial value of the human touch. The...

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  • The Omni-Channel Imperative

    Before the COVID-19 health crisis, the digitalization of the customer journey had already pushed brands to increase the number of touch points with their customers on new channels. As the COVID-19 crisis accelerated this trend with businesses expanding further their online activities, an omnichannel approach has become a must. Contact centers: the epicenter of the customer experience (CX) With...

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  • How AI will change the face of customer experience

    The use of emerging technologies such as automation and AI to manage customer experience will be key to improve significantly contact centers’ efficiency and reduce costs. They will also allow the contact center to switch from a reactive to a proactive and predictive model, dramatically enhancing the agent and client experience and broadening the range of services offered. COVID-19,...

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  • The Work-from-Home Revolution & the Engagement Challenge

    The COVID-19 pandemic strongly accelerated the remote working trend. To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout (Toister Solutions). The new paradigm of Work An increasing number...

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  • Cloud, the ‘New Normal’ for business continuity and performance

    Cloud has been crucial to maintain business continuity and facilitate remote working during the COVID-19 health crisis. The businesses that had already transitioned to this new environment are reaping the benefits. Those who haven’t are learning, at their expense, that Cloud is not just a ‘nice to have’ but is an essential tool for survival today – and tomorrow....

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  • « The COVID-19 pandemic has put to the fore the importance of the contact center », Carlo Costanzia

    For most companies out there, customer experience (CX) has become, more than a key differentiator against competition, a crucial element in their battle for survival in an era of great disruption. A recent Gartner study reveals that 89% of companies expect to compete based on customer experience and services. The COVID-19 pandemic has put to the fore the importance...

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  • [White Paper] Contact Centers of the Future: Creating Tomorrow’s Experience

    For most companies, the customer experience (CX) has become, more than a key differentiator from the competition, a crucial element in the battle for survival in a period of great disruption. The COVID-19 pandemic has highlighted the importance of the contact center as a pillar of the customer experience. At the height of the crisis, it became the single…

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  • Beter Bed Transition Agents in 24 Hours to Work-From-Home Model with Vocalcom Salesforce Edition Cloud Contact Center Solution

    As the current COVID-19 pandemic continues to impact businesses across the world, many retailers have been forced to rethink their customer service practices. As retail stores close and contact center staff are no longer able to work on site, many companies must find innovative and flexible ways to meet increased customer service demand while protecting the health of their...

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