Vocalcom’s Cloud based Contact Center Software, designed to manage interactions via an intuitive, collaborative application, regardless of the channel, allows users to manage every interaction as if it were one conversation across channels of voice, video, chat, e-mail or social. This of course, wouldn’t be possible without its virtual predictive dialer solution.
Not only do predictive dialers eliminate wasted time and effort, it helps contact centers have successful customer service experience and eliminates the number of dropped calls. With Vocalcom predictive dialer software all routing in and out of the call center is completely independent of the type of channel including e-mail, voice, video, chat or social. After adding all reporting and Web access in real time, which according to Anuj Kumar, the general manager at Vocalcom , means the agent doesn't spend any time 'fetching information' nor does the customer have any unnecessary 'hold time'. On average we are able to save anywhere from 30sec -2min per call per agent.
“An industry average of 80 calls a day means 40 minutes saved per day per agent as well as tremendous operational cost savings as the Call Center does not have huge peaks and troughs but a more even call volume flow across the center.” says Kumar. “Any call center can calculate the savings of 40min per agent cost per day to see where their savings would be. Add to the fact the customer sees real time interaction and recommends that service to other prospects which means not just savings but additional customers this company can attract to grow the business!”
The cloud is yet another innovational technology on its own, and Vocalcom's Cloud based Contact Center Software is designed to manage interactions via an intuitive, collaborative application, regardless of the channel. According to Vocalcom, its software in the cloud saves customers as much as 50 percent compared to other solutions in three ways:
1.The software is simple to setup, deploy and manage, which means that users can deploy into production from 10 to 1000's of agents in days rather than months.
2. Since the software is 100 percent Web based it obviates the need of expensive BI and other reporting tools, as most of the information is readily available for customers to build interactive reports and tweak campaigns on the fly rather than spend days with non business IT folks in making changes.
3. Agents are far more productive since all channels are available to each agent based on skills and the interface is simple and easy to use - this saves precious seconds on every call with every prospect or customer service - meaning selling more (if telemarketing) or servicing better (as all channels are visible and the customer is delighted to be responded to in the channel they prefer).
“Today's call centers have to be pro-active across channels, not bandage and package multiple layers of software to make it cumbersome for agents and customers to communicate,” says Kumar. “Vocalcom is built 100 percent Web based from the ground up and seamless across channels, not an add-on piece for every bit. Moreover, it does not require time consuming deployment from IT or other departments so its scalable, reliable & customizable from the users rather than the operations which makes it immensely scalable in terms of usage.”
For more information about cloud technology, please visit Vocalcom.
Edited by Ashley Caputo