Vocalcom Cloud Contact Center REVIEW

Vocalcom Cloud Contact Center is cloud-based, massively scalable, built with web technologies, communication-rich, and user-focused. You can easily add agents, customize reports, and design IVRs. The platform’s easy-to-use interface means no more requests to IT.

With Vocalcom, you can stop buying software and maintaining equipment, and start utilizing the power of a cloud contact center platform. It supports voice, chat, email, SMS, Twitter, and Facebook – all from one place. The Vocalcom WebRTC Platform goes beyond Web chat and audio communication to include video and co-browsing, and enables a seamless transition from self-service to live service. It preserves the context of previous interactions, which creates opportunities for better customer experience and more sales.

Vocalcom offers 100% cloud delivery, which can help you save costs, and get up and running quickly. It lets your company quickly deploy an always-on, secure contact center solution using a pay-as-you-go model. Vocalcom is used by more than 3,600 companies in 47 countries around the world.

• Vocalcom helps thousands of global customers boost their sales and provide outstanding customer service.
• You don’t have to wait for technical experts to set up and make changes.
• Vocalcom Cloud is designed to make your agents more productive.
• You can improve the customer experience by supporting multiple channels in a single agent workspace.
• Use Vocalcom to continuously improve the performance and quality of your employees with ongoing analytics, surveys, coaching and more.
• Vocalcom is a highly secure, scalable and easy-to-use cloud contact center software.
• The platform offers good flexibility, performance, and responsiveness.
• You can deliver faster customer service while reducing costs and IT workload.

Vocalcom offers four packages:

Click2Start: €65/concurrent user/month (billed annually)

• €75 billed per month or €0.035 billed per minute
• Up to 25 agents
• WebRTC-enabled. Your agents can be located anywhere
• Tight IVR/ACD integration
• Configurable call recording
• Supervisor portal on-the-go

Business Plus: €99/concurrent user/month (billed annually)

Everything in Click2Start, Plus:

• CRM auto-sync
• Dynamic routing (CLID or data-driven and CRM-based)
• Click-to-call back from the web
• Power and predictive dialing
• All-in-one KPIs, analytics, and reporting

Entreprise: €145/concurrent user/month (billed annually)

Everything in Business+, plus:

• Routing using full context
• Unlimited email, chat, and social accounts
• Omni-channel real time SLA management
• Real-time customer surveys
• Disaster recovery

Premium: €250/concurrent user/month (billed annually)

Everything in Entreprise, plus:

• Quality and customer experience management
• Workforce Management (WFM)
• Speech and text analytics
• Sales acceleration platform
• Dedicated account manager