Vocalcom Cloud Contact Center

Gold Stevie Award Winner 2017, Click to Enter The 2018 Stevie Awards for Sales and Customer Service

Company: VOCALCOM, Paris, France
Company Description: Vocalcom is outperforming the rapidly expanding cloud contact center market and has evolved into a disruptive Conversational Commerce Platform, trusted in 47 countries to deliver positive customer service experience & drive a more effective sales team. Vocalcom integrates seamlessly with Salesforce and helps businesses benefit from sophisticated routing features and full omni-channel capabilities.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Contact Center Solution – New Version

Nomination Title: Vocalcom Cloud Contact Center

Tell the story about this nominated product or service (up to 650 words). Describe its function, features, benefits, and sales to date:

Vocalcom is one of the foremost players in cloud contact center and conversational commerce technology. With flexible solutions designed to meet the growing demand for cloud contact center solutions, omnichannel interaction management, conversational commerce and sales acceleration technology, Vocalcom is delivering significant cost savings and unprecedented customer experience for some of the largest brands in the world. Our award-winning omnichannel customer interaction platform enables businesses to drive a more effective sales team, and create effortless omnichannel customer experiences, journeys, and relationships. It provides full visibility and valuable context in the customer journey across all touchpoints, channels and interactions, to help companies engage their customers and employees while delivering transformative business results.

Grow sales efficiently and serve customers better

Our Contact Center Software provides the rich functionality of ACD with fast and smart routing, IVR, CTI screen pop, and the latest technologies and capabilities on the market – from multi-channel self-service to real-time customer feedback to proactive outbound solutions, to our new mobile API. All of this is delivered with minimal customer effort. With our contact center software enable your agents to provide your customers a better experience with faster and more responsive service, by moving efficiently between social media, mobile care, live chat, email, and voice calls. Customers love it and customer service representatives love it too. Our customers see dramatic improvements in their core metrics like call handle time and first call resolution, while also improving customer effort scores an NPS.

• 70% Increase in First Call Resolution (FCR)
• 50% Increase in agent productivity
• 34% Reduction in Call Transfer Rate
• 53 Seconds reduction in Average Handle Time
• 25% Increase in Net Promoter Score (NPS)
• 128% Increase Sales Conversion

Proactively engage your customers on Digital

Every chat is a new opportunity. Vocalcom offers a powerful, yet easy-to-use live chat software, and a complete set of tools to engage your customers online in real-time. With the Vocalcom platform you can engage your customers in real-time on your website with Click to Chat, Click to Call and Click to Video - on all devices. • Click to Chat. Chat brings a better chat experience to you and your customers. With tools like shortcuts and chat transfer, managing multiple conversations with customers is a breeze for your support agents. • Click to Call. Give your customers the possibility to get a free callback straight away. Thanks to our targeting engine, the Click to Call channel can be offered to the right people, at the right time and in the right place. • Targeting engine. Engage the right visitors. Critical basket abandonment? Second visit? High basket value? Thanks to engagement rules and keyword filters, you can define the criteria that trigger customer interaction with an agent.

Turn Mobile Customer Service into a Competitive Weapon

A growing number of consumers are becoming mobile-first or even mobile-only. Vocalcom Visual IVR includes an embedded call widget in mobile websites and includes options like estimated wait time, callback, and visual customer surveys. This functionality empowers your customers with the choice to wait or get a callback without waiting on hold. Furthermore, customers can choose to connect to agents using text options like chat when voice is not convenient, giving your customers more options on how they interact with you through mobile devices. Vocalcom Mobile capture and relay contextual information allowing mobile and tablet users, to connect seamlessly to a live agent, who receives session information, customer history, preferences, location, browsing activity, and other contextual information for authentication, faster service and effortless experiences.

Create Unique Customer Experiences

Create personalized videos for each and every customer. Our Personalized Video Cloud Platform helps companies build customer relationships that are more meaningful, personal, and productive. Address your customers personally with a relevant offer, attract their attention, and increase your brand engagement. Our technology allows for automatic massive video production within seconds.