It’s a regular rat race out there with companies fiercely competing for a share of the next-generation contact center software pie. In this always-on era, almost every day new innovative solutions are emerging from the sand beds of evolution, and Vocalcom is right in queue, displaying its ‘All-in-one contact center software.’
Offered through either CPE or cloud-based deployment (Hermes EC3), the single, scalable, comprehensive, end-to-end contact center software application, reportedly lives up to expectations allowing customers meaningful, real time connections, richer multichannel interactions and power optimal customer experiences - all from a single location.
Agents also experience the same convenience with Hermes EC3 – the worldwide platform that supports all channels of communication. Designed specifically to maximize productivity and efficiency, it allows agents to work from anywhere, anytime and over any device and touchpoints, and overcomes the limitations of conventional contact center software.
Thus, although agents use different technology and work in different locations, they can work as a team – as a single group. In addition, agents can be assigned multiple interaction skills, meaning that they can be active with a Web chat and an e-mail at the same time. Depending on their proficiency levels, they may be able to handle even more.
Further, the Vocalcom solution, which can be integrated into an existing PBX (News - Alert) platform, is Web-based. Hence, it can be deployed very quickly – in days rather than months, requires less computing power and is easy to manage and configure on an ongoing basis. Because of the Universal queuing feature, routing rules can be adjusted depending on the type of communication. For instance, on high call days, less weightage can be given to either chat or email.
In addition, the company provides its contact center application with ready-made connectors to all of the leading telephony and CRM solutions, blended multimedia to enable greater accessibility, outbound automation, visual IVR and ACD that support speech recognition, text-to-speech in multiple languages, and even screen sharing so that agents are on the same page always.
And, with agent interactions capable of being be monitored and managed from anywhere, with supervisors being able to record voice interactions for compliance and agent quality management, the Vocalcom solution does appear to be as complete as it suggests.
The end result is that customer services is spruced up considerably, consistency of service is maintained, regardless of media, call times and operational costs are reduced, more first call resolutions, and what Vocalcom really wants -happier agents and customers.
Edited by Cassandra Tucker