Marketlink, Inc., a provider of teleservice outsourcing solutions, recently decided to shake up the status quo. They were operating on three different systems: an outbound dialer that the company characterized as “okay” and an inbound system that they characterized as “basic,” as well as virtual agents working in different locations. Through cloud-based contact center software from Vocalcom, Marketlink was able to consolidate and simplify, fully integrating into one system.
Vocalcom reports that they were selected for the undertaking after Marketlink examined five other competitors. The list was narrowed down from six to three, and, eventually, Vocalcom’s passion and functionality won out, and the company adopted their Hermes.net solution, which, according to the company’s LinkedIn (News - Alert) page, offers 40 percent more productivity.
Kourtney Keough, the president and chief executive officer of Marketlink is enthusiastic about their decision. Of the transition, she says, “The implementation of the Vocalcom solution has allowed us to seamlessly integrate with our customer CRM and all of our remote call centers, plus virtual agents. It really has enhanced the services we can offer them to include inbound, e-mail and chat, as well as traditional outbound.”
According to Vocalcom’s website, they have several key solutions: a customer service solution that is touted as “delivering a stellar customer experience,” a telemarketing/telesales solution that describes as “the heart of cost-effective telemarketing,” and a debt collection solution, which promises to “significantly reduce collection time and costs.”
In 2011, Vocalcom was awarded the TMC (News - Alert) Labs Innovation Award from Telephony Magazine. At that time, Tom Keating (News - Alert), the CTO and TMC Labs founder noted that the award “exemplifies the best and most unique products and services that this industry has to offer.” Vocalcom, he said, had done just that through its software packages for call centers. Doubtless, Vocalcom will continue to win over clients and garner industry awards.
Edited by Rory J. Thompson