Vocalcom Contact Center as a Service (CCaaS)

Vocalcom is a prominent provider of cloud-based contact center solutions, specializing in omnichannel customer experience and engagement. With a history dating back to 1995, the company has established itself as a world leader in this domain, catering to a diverse range of industries including customer service, sales, marketing, and debt collection. Vocalcom is dedicated to continuous innovation and development, aiming to revolutionize customer interactions through targeted and profitable customer journeys. The platform is designed to offer ease of use, ensuring agents have access to dedicated features that enhance their work comfort and performance, all the while providing personalized responses across various communication channels throughout the customer journey.

Vocalcom offers a comprehensive suite of products and services tailored to meet the demands of modern contact centers. Its cloud contact center solutions are lauded for their ability to deliver effortless omnichannel customer experiences across voice, email, web forms, chat, instant messaging, and social media. Moreover, Vocalcom aids in streamlining outbound call campaigns, thanks to its award-winning solution that features a highly intuitive, unified interface which provides a complete overview of the customer journey. This interface significantly reduces the need for agent training, thus improving efficiency. Furthermore, Vocalcom's platform boasts easy integration with CRM and business applications, enhancing productivity and offering customers a more enriched and personalized interaction. The company also offers a unique CTI (Computer Telephony Integration) solution developed natively for Salesforce, simplifying the management of contact centers and omnichannel customer interactions directly within Salesforce. Serving clients across 47 countries and five continents, Vocalcom's technology supports over 1 billion customer interactions each year, making it a trusted name among major organizations worldwide.

Vocalcom provides a comprehensive suite of features through its call center software, aiming to cater to diverse business needs in customer service, sales, and engagement. The software is rich in both fundamental and advanced functionalities, designed to adapt to the dynamic technological landscape and the ever-evolving customer expectations. Here is an overview of the main features Vocalcom offers:

1. **Interactive Voice Response (IVR) Web Designer**: Offers an enhanced call experience by integrating business data with text-to-speech and speech recognition capabilities, outdoing the traditional live agent interaction.

2. **Advanced Skill Routing**: Ensures customers are quickly connected to the most qualified employee, enhancing both efficiency and customer satisfaction.

3. **Hyper-Connected Customer Engagement**: Supports multichannel virtual queuing across various platforms, including mobile and web, ensuring a seamless, integrated customer experience across all channels.

4. **Blended Predictive Dialer**: A web-based predictive dialer that significantly improves contact rates and is designed for efficiency and effectiveness, testimony to which is its use by over half a million users.

5. **Telecom Self-Service**: Vocalcom facilitates worldwide telecom provisioning, empowering customers with reliable self-service options, in line with the projection that customer-managed relationships will dominate by 2025.

6. **Real-Time Monitoring**: Offers the capability to monitor key performance indicators and metrics in real time, allowing businesses to respond efficiently and stay ahead in performance management.

7. **PCI-DSS Compliance**: Ensures that all call center solutions provided by Vocalcom adhere to the Payment Card Industry Data Security Standard, safeguarding payment transactions and sensitive customer information.

8. **Mobile Console**: Provides unmatched flexibility and control for call center operations, enabling performance optimization with just a touch.

9. **Automatic Callback**: Enhances customer satisfaction by allowing them to schedule a return call during busy periods, thus avoiding long hold times.

On the web customer service front, Vocalcom offers unique features such as **Web Page Push**, allowing agents to guide customers directly to specific web pages; **CRM Knowledge Base** for a comprehensive history and tagging of customer interactions; and **Geo Location Map** for real-time customer targeting based on geographical data.

Additionally, Vocalcom emphasizes the importance of email support with features like **Auto-Acknowledgement**, **Standard Response Library**, **Intelligent Routing**, **Escalation Rules**, and **Unified Customer Interaction Record**, aiming to streamline email communications and enhance customer engagement across channels.

These features illustrate Vocalcom’s commitment to providing a versatile, efficient, and secure call center solution, addressing the multifaceted needs of businesses aiming to excel in customer service and engagement.

Vocalcom's pricing for its products or services begins at ₹ 5452/User/Month. The company provides different pricing plans and also offers a free trial.

Vocalcom has been recognized for its innovative cloud contact center software, attracting a diverse range of customers across various industries. Among them, notable companies implementing Vocalcom's technology for superior customer service include:

- **Hilton (@HiltonSuggests)**, a leading global hospitality company, utilizes Vocalcom's social customer service solutions to enhance its engagement and support through Twitter. Hilton is leveraging Vocalcom's platform to deliver personalized, efficient service and support, showcasing the hotel giant's commitment to modernizing customer interactions through social media.

- **Best Buy (@BestBuySupport)**, a multinational consumer electronics retailer, has adopted Vocalcom's contact center software to ensure smarter, faster, and more efficient customer service on Twitter. The technology allows Best Buy to address customer inquiries rapidly and effectively, ensuring the brand remains responsive and accessible to its wide customer base.

- **Comcast (@ComcastCares)**, a global media and technology company, uses Vocalcom's software to elevate its social customer service efforts on Twitter. The solution enables Comcast to streamline customer interactions and resolutions, improving overall customer satisfaction and service efficiency.

- **Spotify (@SpotifyCares)**, the popular music streaming service, leverages Vocalcom's platform to offer excellent customer support through Twitter. By integrating Vocalcom's technology, Spotify can quickly respond to user queries and issues, providing timely assistance and enhancing user experience.

- **T-Mobile (@TMobileHelp)**, a major mobile telecommunication company, implements Vocalcom's contact center solutions for effective engagement and support on Twitter. This approach has allowed T-Mobile to foster positive interactions, addressing customer needs with agility and accuracy.

- **Microsoft (@LumiaHelp)**, primarily for their Lumia product line, has capitalized on Vocalcom's software to better engage with customers and provide prompt support through social media channels like Twitter. The technology empowers Microsoft to maintain high levels of customer satisfaction and service responsiveness.

These companies, spanning hospitality, retail, telecommunications, technology, and streaming services, illustrate the versatility and effectiveness of Vocalcom's cloud contact center software. By enhancing their customer service capabilities, especially through social media, these businesses are able to deliver exceptional, personalized customer experiences, underscoring Vocalcom's impact across multiple sectors.