Usher in the perfect customer experienceWith the arrival of new communications technologies and ever-increasing customer demands, the contact center is more than ever at the heart of your business relationships. Thanks to Vocem, you can rapidly equip your company with a flexible platform to process your customers’ requests in an effective and efficient manner.
Maximize your human capitalThe many possible configuration profiles powering your future Vocem contact center will make your staff’s jobs easier and more pleasant, giving them access to a portfolio of options to help them meet their goals for call handling times and standards of service. Using Vocem's contact center dashboards, analyzing and measuring important call queue metrics and agent productivity has never been easier.
- Insightful reports and analytics covering your communications are always available.
- Easy call distribution and call management.
- Quicker response time thanks to the contact center's ability to integrate a broad-based communications strategy that caters to customer's preferred method of communication.
- Simple ways to supervise and coordinate with your employees.
- Simple tools allow you to connect callers to the right agent, quickly and effectively, reducing waiting times and routing errors.
- Optimized customer relationship cycle supported by agents' constant access to a real-time call queuing dashboard.
Distribute your incoming calls to any agents, no matter where they are or the device they use, using their current availability and skills profile.
Options for supervisors to listen in on calls and to interact with the agent without disrupting a call or customer interaction.
Call holding and fowarding
A complete overview of every employee’s availability and activities to ensure that calls are distributed equitably.
A comprehensive package of data and analytics is available to all administrators covering all phone-based employee activity.
A direct link to your customer relationship database or platform, allowing you to tailor individual caller experiences and close the deal.
An overall picture of the number of calls waiting and all agents who are logged in.