Inbound

Inbound 2017-06-07T01:06:47+00:00

Skills-based routing

Skills based routing is the heart of the Vocalcom automatic call distribution.

Ensuring customers are directed to the right queue and the best agent resource for first contact resolution.

Our skills based quickly matches callers in your queue to the agents who can best help them. That means efficient call resolution, happy customers and money saved.

Queue callback routing

Queue Callback Routing gives your customers the option to receive an agent callback when their position arrives to the front of the queue.

Multi-channel virtual queuing

Respond to customers faster and easier, no matter how they contact you.

Virtualise and scale enterprise routing rules and contact distribution.

An intelligent universal routing for a seamless crosschannel customer experience (voice, email, chat, social media, mobile).

Data-driven routing

Data driven routing supports more personalised customer routing decisions through accessing customer data within the Vocalcom system or external data sources.

Last agent routing

Last agent routing delivers knowledgeable support particularly for case management. This is done by reconnecting customers to the same agent that previously provided support.

Call recording

Improve performances and the quality by monitoring and evaluating agent interactions.

Customer satisfaction surveys

Gain understanding about customer wants and needs with telephone surveys.

PCI-DSS compliant

Level 1 payment solutions to protect against credit card fraud.

Advanced voice interaction (IVR)

Reduce costs and enhance customer service levels with effective voice interaction. You can automate routine enquiries, give high-value customers priority, spread agents’ workload and survey your customers.

Seamless CRM integrations

Works with Salesforce, Microsoft Dynamics and other third-party CRM systems. All are supported through a simple and powerful API.

CTI screen pops

Push customer information to the agent desktop in real time.

Increaseagent’s efficiency and customer satisfaction by saving processing time and providing Agents with complete customer interaction history.

Dashboards and reports

Complete customer insights in real time.

No complicated setup, just the customer service metrics that are important to you.

Add new reports and dashboards, or customise existing ones, without calling IT.

It’s simple,just drag and drop.

Real-time monitoring

Monitor your KPIs and valuable metrics from anywhere.

Advanced reporting and easytouse administration interface lets you manage and track your campaigns

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