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Vocalcom Cloud Contact Center V6

Gold Stevie Award Winner 2018, Click to Enter The 2019 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 V6

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

Deliver exceptional customer engagement from the Cloud

Less complexity, more control.Vocalcom is the all-in-one contact center solution that enables you to interact with your customers over phone, email, chat, text, or social posts all within a single application while offering customization and integration. Vocalcom cloud contact center solution remove geography from the equation as wherever you have an internet connection and a computer you can have a contact center with an integrated ACD, IVR, dialer, recorder and a comprehensive business analytics suite. Built on the Amazon AWS Platform, our cloud contact center allows you to drastically enhance the speed of customer service, sales performance, and business agility. A free trial lets you experience the full power of our cloud contact center software – with no headaches, no hassles and no commitments. Check out a few of our customer success stories to see some of the great ways people are running their customer service and sales on http: //www.vocalcom.com/en/call-center-software-review/cloud-contact-center/" title="Could contact center reviews">Vocalcom cloud contact center.

Differentiate your applications with visual customer interactions

Imagine touching your way through the IVR without listening to each voice prompt or struggling with voice recognition. Mobile customer service can be great when customers get the answers they were looking for quickly and easily. Vocalcom Visual IVR bridges mobile self-service offering on smart devices with the contact centers in a seamless and personalized manner, bringing easier and smoother way to reach your company, by displaying contextual assistance, waiting time, and queue registering without waiting on hold. Vocalcom Visual IVR turns long and complex IVR prompts into a visual, app-like mobile experience that reduces IVR opt-outs and agent transfers, and provides a faster time to answer. Customers love the experience. With real-time and historical reports for Visual IVR, supervisors can easily see what’s happening and tune call flows.

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, andhttp: //www.vocalcom.com/en/customer-feedback/" title="visual customer surveys">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.

To be best in class in #CX, you need a best in class measurement system.

Predict customer behavior.Immediately collect customer satisfaction feedback at the exact moment when sentiment is most relevant and accurate. Vocalcom Visual Customer Feedback helps you easily measure customer satisfaction and experience in simple-to-use, visual format. It is a powerful platform that allows you to easily implement NPS within your company or organization enabling you to take action and grow. Easy-to-use survey capabilities and standard reports enable you to monitor social, email, chat, and mobile interactions. Optimized for desktop, tablet, and mobile, it works flawlessly everywhere.

Respond to customer expectations, address dissatisfaction

Easy-to-use survey capabilities and standard reports enable you to monitor voice, social, email, web, and mobile interactions. Now you can analyze how your customers feel, identify problem spots, and provide a contextualized, personalized and immediate response to each piece of feedback collected. Vocalcom Business Process Automation engine makes it very easy to model the alerts and actions to automatically trigger within your organization for each piece of customer feedback. These actions may include an automatic call-back by a specific team, etc. Vocalcom’s intuitive and graphically-based interface makes it easy for every user to understand and act on customer feedback.