The contact industry is exploding despite the economic depression that has plagued most countries, and because of this the need for a competitive edge is at an all time high, which is where Vocalcom enters the picture. As a provider of contact center solutions, it has become consumer’s top chosen company for contact center solutions because of its leading-edge technology and innate customer service quality.
With customer’s expectations expanding to communication that revolves around new innovations like Twitter (News - Alert), SMS, IM and chats, Vocalcom has designed its products in preparation to the shift towards a digital and social platform. In that social connected economy that consumers live in today, it is vital that enterprises are not only being socially aware but using channels, like the ones Vocalcom provides, to leverage and expand its business growth.
“When was the last time you called into customer service using your land line as the first option? When was the last time you saw anyone from teens to mid 40's call before they went online to chat or tweet? The shift is not happening: it’s here,” says Anuj Kumar, the general manager at Vocalcom. “Customers, partners, prospects are all living and breathing members of the social enterprise. Companies in the service business need to harness this ecosystem, not simply react as if you're simply reacting as if you're last in line.”
According to Kumar, Ten years ago, people were building records of their customers. That's fine for housekeeping of the business, but the next stage of survival is having system engagement that cuts across channels; different mobile devices, as well as different touch points; in-store, catalogs, the website. But this doesn’t mean that implementing a multi-channel approach is a piece of cake. This is where investing in reliable virtual call center software comes into play.
Relying on the right software only further optimizes your multi-channel approach. The multi-channel call center approach enables agents to reach customers wherever and however it’s convenient for them, while the virtual call center software provided by Vocalcom allows users to manage interactions through every channel through one easy single user interface that are both areas of targeted and continued growth.
The digital and virtual world goes hand in hand, which Vocalcom has embedded in its philosophy of uniform success for each of its customers. Every organization must possess these tools and be able to readily use them in order to move forth in this competitive industry, and thanks to Vocalcom, this is now possible.
Edited by Ashley Caputo