Product Overview of Vocalcom
Vocalcom is a leading provider of cloud-based call center and contact center solutions, designed to enhance customer experience and improve the efficiency of customer service operations. Here’s a detailed look at what the product does and its key features.
What Vocalcom Does
Vocalcom’s cloud contact center solution, particularly its Hermes360 platform, is engineered to manage customer interactions across all communication channels. This includes phone, email, SMS, web forms, chat, digital messages, and social media. The platform aims to provide a unified and seamless customer experience by integrating all customer interactions into a single communication thread.
Key Features and Functionality
Omnichannel Communication
Vocalcom allows businesses to manage inbound and outbound contacts across multiple channels through a single, intuitive interface. This omnichannel approach ensures that customers can engage with the company through their preferred method, whether it be phone calls, live chat, email, SMS, or social media.
Intelligent Routing and Call Management
The solution features advanced skill routing and intelligent routing that can be modified in real time. This ensures that customers are connected to the most suitable agents quickly. Additionally, it includes predictive dialers, automatic call distribution (ACD), and call queuing to optimize call handling and agent productivity.
AI and Automation
Vocalcom is AI-ready, enabling the easy integration of chatbots, voicebots, and Smart Pairing technology. This enhances customer satisfaction by providing 24/7 self-service options and adding intelligence to each conversation. The platform also supports telecom self-service, aligning with the growing demand for automated customer interactions.
CRM Integration and Lead Management
The solution seamlessly integrates with most industry CRMs, including a native integration with Salesforce. This allows agents to manage customer interactions and access comprehensive customer data within their CRM environment. It also includes lead management and campaign management tools to track and optimize sales and marketing efforts.
Real-Time Analytics and Reporting
Vocalcom provides supervisors with intuitive, integrated reports and real-time dashboards that can be customized. These tools facilitate quick decision-making and help in improving agent efficiency and overall contact center performance. The platform also offers customizable reporting, KPIs, and analytics to monitor key performance indicators.
Agent Performance and Workforce Management
The solution includes features for agent performance tracking, call monitoring, and workforce management (WFM). These tools help in evaluating agent performance, managing work schedules, and ensuring that the contact center operates at optimal levels.
Scalability and Flexibility
Built on Amazon Web Services (AWS), Vocalcom’s cloud contact center solution offers agility, flexibility, and resource scalability. It can be deployed quickly, and agents can be added or removed as needed, whether they work from multiple sites or remotely. The solution is also available in an on-premise version to accommodate different technical, financial, and operational requirements.
Pricing and Plans
Vocalcom offers various pricing plans to cater to different business needs, starting at $76 per user per month. The plans include:
- Click2Start: Basic features including WebRTC, IVR/ACD integration, and call recording.
- Business Plus: Additional features like CRM auto-sync, dynamic routing, and predictive dialing.
- Enterprise: Includes omni-channel real-time SLA management, real-time customer surveys, and disaster recovery.
- Premium: Advanced features such as quality and customer experience management, workforce management, and speech & text analytics.
In summary, Vocalcom’s cloud contact center solution is a comprehensive platform that enhances customer engagement, improves agent efficiency, and provides robust analytics and reporting. Its omnichannel capabilities, AI integration, and scalable architecture make it a versatile and powerful tool for businesses of all sizes.