Vocalcom’s Contact Center Software Upgrades Include Multichannel Support

Vocalcom has introduced its next generation of contact center software solutions which include mobile and social engagement, rich customer interaction to create meaningful, real time customer connections and power optimal customer experiences.  

The all-in-one contact center software allows users to call, email, chat, tweet, text, post from one place, and comes with best-in-class routing, visual IVR, and a powerful dialer. Additionally, the company’s contact center software is designed to engage with customers across every channel, over any device and touchpoints.

Vocalcom offers its all-in-one contact center software solutions through either CPE or Cloud-based deployment. Hermes EC3 is a completely cloud-based contact center software 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 a worldwide unified platform that supports any communication channel.

By delivering a Web-based contact center software application that requires less computing power at both the desktop and the server level, this means the solution is deployable in days rather than months, and requires significantly less effort to manage and configure on an ongoing basis, according to the company.

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 center were forced to seek out an additional vendor or deploy additional software and hardware.

Vocalcom's All-In-One contact center software is 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, Vocalcom supports inbound customer service and support, outbound sales and marketing, and automated blended operations to maximize employee productivity and deliver a superior customer experience.

The solution’s functionality includes: 

  • Blended Multimedia – Vocalcom enables businesses to be more accessible to their customers through voice, email, SMS and web-chat, while allowing the contact center to define which type of enquiry, over which media is routed to which agent. As a unified solution, Vocalcom contact center software allows consistency of service regardless of the media they choose to use. The video chat solution is reported to improve sales conversions by 25%, with 35% increase in order values.
  • Automated Outbound – Improved outbound productivity with fully compliant functionality allowing delivery of the most appropriate automation to suit each activity, including preview, progressive, predictive and broadcast.
  • IVR – Vocalcom’s visual IVR and ACD are based on the same platform, supporting speech recognition and text-to-speech in multiple languages. It is designed to be easily customizable, with the Vocalcom Studio design tool being available to make changes quickly.
  • Unified Agent Desktop – The solution allows agents to resolve more interactions first time while also reducing call duration. The agent interface is a customizable, unified desktop application, presented within a browser, reducing the number of disparate systems agents access while intuitively presenting them with all the information they need to proactively serve the customer.
  • Management Control – Monitor key performance indicators in real-time, define and run historical reports, listen and intrude on agent interactions and manage remote agents from any device, anywhere, through secure Web-based access.
  • Interaction Recording - Voice and screen recording can be recorded based on specific needs; by campaign, by final disposition or selectively, and done so in a fully PCI-compliant manner. Supervisors are able to retrieve and replay, or monitor in real-time, any type of interaction providing a full and holistic solution for both compliance and agent quality management.

Additionally, Vocalcom’s contact center software solution supports non-traditional customer experiences and channels through social media, knowledge management, Mobility and Web Real-Time Communication (WebRTC), as well as screen-sharing without proprietary software plug-ins. Vocalcom’s knowledge management solutions are reported to increase agent productivity by up to 40 percent, first-contact resolution by 37 percent, cutting call times by 20 percent.