Paris, France, April 21, 2020 -- Vocalcom, a global provider in customer experience and omnichannel contact center solutions in the Cloud, demonstrates strong ambitions with growth and reorganizes its executive committee to assist this new dynamic. This announcement goes along with the expansion of the recent « spin-off » of the company Opportunity, subsidiary of the Vocalcom Group, and is accompanied by significant investments in research and development.
In January 2020, Apax Partners, an independent investment company and majority shareholder of the Vocalcom Group, sold to Omnes, a player in "private equity" and infrastructure, its subsidiary Opportunity specialized in the management of digital marketing interactions as part of a primary LBO (Leveraged buy-out). In this manner, Anthony Dinis, founder of Vocalcom, became president and shareholder of Opportunity while remaining an important shareholder of the Vocalcom Group. Carlo Costanzia remains the CEO of Vocalcom, a role which he occupies since July 2016.
This disposal of assets marks a decisive turning point in the growth strategy of the group. Driven by the support of Apax Partners, which confirms its engagement in Vocalcom’s development, the company is investing massively in innovation in order to concentrate on the heart of its business, publisher of technological solutions for contact centers.
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Vocalcom is evolving in a particularly strategic field for companies, especially in the context of the current crisis. Contact centers play a very important role, allowing companies to manage interactions between brands and customers, regardless of the channel, within the dynamic of customer service, retention, or acquisition.
The group intends to bring its strong value to the whole ecosystem in order to support the market’s evolutions.
"The recent sale of Opportunity represents a major step for the development of Vocalcom which today counts on a two-digit growth and pursues its investment in R&D. We aim to develop new cutting-edge technological solutions to allow our customers to respond to current and future stakes of the constantly evolving customer relationship market. We are also going to strengthen our global positioning in strategic zones such as the American and African continents," comments Carlo Costanzia, CEO of Vocalcom.
Growth driven by innovation, notably in the Cloud
Vocalcom is currently developing new technologies driven by significant investments in R&D and notably in the Cloud. The group will announce very shortly a new version of its Hermes Contact Center solution, conceived to facilitate the agent experience, offer truly omnichannel management, and benefit from the latest artificial intelligence technologies in order to optimize customer interactions. In a second phase between now and the end of 2020, Vocalcom will unveil a new platform that will mark a true technological leap in the market.
Vocalcom reinforced its management team with the arrival of a new financial director (Nicolas Mestchersky), a new legal and human resources director (Alexia Libert-Lemay) as well as a new marketing director (Stéphanie Karsenty). Working alongside the director of operations (Alexandre Oddos), who report to Carlo Costanzia and aim to guide the new dynamic of the company and support its growth.
Posted by Veronica Silva Cusi, news correspondent
Vocalcom is a global provider of cloud technology which helps businesses win more customers, serve better and grow faster. With more than 1,400 customers in 47 countries, is one of the foremost players in cloud contact center software, omnichannel customer experience, & sales acceleration technology. Vocalcom provides a compliant, multi-tenant cloud call center, that provides all the benefits of enterprise-level call center software without the cost or hassle, meaning businesses can invest their money in further expansion and scale the use of Vocalcom to support their growth. With Vocalcom solutions, sales and service professionals benefit from a great value customer contact solution which ensures teams can continually improve performance, win more customers, and deliver a personalized customer service experience all in one place.
Published: Thursday, April 23, 2020
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