Ciptex Selects Cloud Based Omni-Channel Contact Center
Ciptex have selected Vocalcom to provide cloud based omni-channel contact centre solutions to their blue chip enterprise customer base including a major airline and holiday company, financial services and outsourcing clients.
Vocalcom offers its All-In-One web-based contact center solution for modern customer service, designed from the ground up to maximize productivity and efficiency.
The agent console is an intuitive interface that will let agents respond to all support channels, from phone to social media, from one place, allowing agents to work from anywhere on an worldwide unified platform that supports any communication channel.
Vocalcom has developed universal queuing functionality to address the multichannel customer experience, focusing on the potential for agents to act as one group even though they may be spread across multiple locations and using different technology. Previously, companies looking to add email and web chat capabilities to their contact centre were forced to seek out an additional vendor or deploy additional software and hardware. Vocalcom’s All-In-One contact center solution built around a universal queue, with skill-based routing of voice, email, social media and chat interactions. Agents can be assigned multiple interaction skills with several proficiency levels for each skill. With a strong background in outbound automation as well as inbound interaction handling, the contact center solution supports inbound customer service and support, outbound sales and marketing, and automated blended operations to maximise employee productivity and deliver a superior customer experience.
Operating since 2006, Ciptex provides an Enterprise Communications Platform that integrates products from leading vendors, hosts them in a secure Private Cloud and delivers them via dedicated networks to customers worldwide. Ciptex was recently winner of Best Business ITSP (Corporate) 2013.
Founded in 1995, Vocalcom offers advanced contact center solution to operations of all sizes, having a customer base of over 600,000 users within 4,500 organisations across more than 40 countries.