Vocalcom Expands Contact Center Software Solutions

Vocalcom has partnered with TapCrowd, a mobile marketing platform provider, to optimize the customer journey of the mobile consumer with Vocalcom contact center software. 

Vocalcom Mobile is a complete self-service mobile customer engagement platform, integrated with the Vocalcom contact center software. It includes mobile app management with deep contact center integration, targeting, analytics, instant campaign scripting and more. Vocalcom now offers an end-to-end omnichannel customer experience platform, bridging the gap between the mobile consumer and the contact center agent. 

By empowering agents with rich contextual data provided by smartphone and mobile devices and actionable, real-time customer information, Vocalcom creates the opportunity to differentiate customer journeys and dramatically enhance sales effectiveness and customer experiences, the company said.

Vocalcom wants to manage the entire customer engagement journey said Anthony Dinis, CEO of Vocalcom, in a statement. “Self-service features, the contact center, social and mobile have never been intimately connected. By introducing WebRTC in the contact center world, Vocalcom enables video everywhere, on any device, from smartphones to tablets, laptops, and PCs, adding confort and trust to the whole experience. With the advent of the WebRTC (Web Real-Time Communications) standard, lightweight voice and video services are now implemented directly into browsers that support HTML5. This eliminates the need for additional software or plug-ins installed by the customer.”

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Posted March 03, 2014