Paris, France, April 28, 2020 -- Vocalcom, a global provider in customer experience and omnichannel contact center solutions, unveils its new contact center solution Vocalcom Hermes360, available in the Cloud or on-premise. Omnichannel, and AI-ready, Vocalcom Hermes360 allows contact centers to improve the agent experience and customer satisfaction at the same time, regardless of location or communication channel used.
The COVID-19 crisis has deeply shaken up the business strategies of companies as well as the relationship between brands and their customers. All businesses have had to rethink their customer relationship and experience models, with an acceleration of customer journey digitalization, the adoption of new technologies such as artificial intelligence, and the rise in usage of social media channels by customers for communicating with brands. This unprecedented crisis has reinforced the role of contact centers which have to manage the customer relationship in a unified and seamless way across all communication channels – while giving agents the means to easily work remotely. These trends will continue and solidify over time.
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As a result, companies need intuitive and flexible customer relationship tools in order to adapt efficiently to these new communication methods while responding to current digitalization and remote working challenges.
"The customer experience has always been a key aspect for company operations. However, the current context linked to COVID-19 is now speeding up the existing trends and requiring companies to communicate with their customers in a flexible and omnichannel manner, explains Carlo Costanzia, President and CEO of Vocalcom. "At Vocalcom, we place our technological expertise and our know-how at the service of our customers in order to help them relieve these challenges. The Vocalcom Hermes360 solution was designed to bring a real added value to companies that wish to facilitate their agents’ work and use the latest technologies to offer an optimal experience to their customers, regardless of the communication channel."
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: Wednesday, April 29, 2020
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