Vocalcom: The 'Force' behind Omni-channel Contact Centers

As customers’ expectations continue to rise in an evolving customer service and contact center industry, organizations focus on enhancing customer engagement by leveraging new technologies to boost their game. Mid 1990s saw dynamic growth in contact center operations driven by the rise of the Internet. This was the time when Vocalcom stepped into this segment with an approach that says—“There’s really only one day where customer service really matters. Today!” Headquartered in Paris, France, Vocalcom assists the world’s paramount brands to better connect with customers and build trusted relationships. The company has carved a niche for itself in the contact center space by setting a “high standard of innovation into Salesforce application to endow customers with all the features they require to work within a contact center solution,” begins Alexandre Oddos, COO, Vocalcom.

Vocalcom shares a long history with Salesforce since their first development in early 2010. The firm’s uniqueness with regards to this association lies in its sales acceleration software, natively integrated into Salesforce. The software allows everything to be managed within Salesforce, without the need of another app to perform a great customer service or telemarketing campaign. The software makes it easier to address all the interactions, administration, and database management within Salesforce. With 38 custom objects, three custom applications, and seven custom tabs, it is the most advanced CTI solution for Salesforce.

“This is the only native solution where everything is being managed within Salesforce and there is no need of second application to perform customer services or telemarketing campaign,” says Oddos.

The software enables businesses to work with all the features that they are used to work with in a contact center solution. They can simply define and customize their campaigns the way they want. It also addresses a major problem that callers usually face while contacting a business; 86 percent of consumers are put on hold every time they contact a business which has a detrimental effect on the customer satisfaction score. Vocalcom addresses this issue by allowing customers to receive a call when the agent is free. This gives customers what they value most—their time. Vocalcom also provides know-how around predictive, progressive, and preview mode for dialing. This assists businesses to drive a more effective sales team, and create effortless Omni-channel customer experiences.

Vocalcom, with this solution, has also been assisting Lendi in Australia since 2013. Lendi started with 5 agents and now has more than 200 agents live and their contract selling has increased to over 130 percent. Their cost to business has also reduced by almost 25 percent—making it a win-win situation. On an average, as Oddos notes, there is an increase in productivity by 41 percent.

Moving ahead, Vocalcom plans to continue empowering contact center operations by holding on to the mission they began with—listening to customers, acting with integrity, and keeping it simple. One of the most remarkable things about Vocalcom’s roadmap is that the firm embraced the outbound automated marketing services ten years ago even before AI or chat bots existed to provide personalized digital interaction. In APAC, Vocalcom collaborated with Quality Connex four years ago on a regional level. Quality Connex—a specialized VAR in customer engagement solutions, has offices in Australia and has recently opened its Singapore office from where they will support their customers in South East Asia. This highly specialized VAR has extensive knowledge and leads the Vocalcom charge in APAC with customers such as Lendi, Choose well and Life Insurance Direct. “Being pioneers in this arena, we will help companies to improve their customer experience as they step into the digital age,” concludes Oddos.