Software for telemarketing and customer services. Vocalcom, what else?

Vocalcom, the publisher of the star software for telesales call centres, also equips a large number of customer services. The French company is unquestionably the No. 1 truly box-to-box player in the call-centre world. It has long understood that customer acquisition is an omnichannel process. Since its creation, Hermes Net has handled as many inbound contacts as outbound,’ says its Managing Director.

While the French National Assembly is today considering a ban on cold calling - which would require a mandatory opt-in - let's take a look at three key elements: the importance of interactions, the resilience of telephone marketing and the emergence of speech analytics.

Every interaction is now key: hot leads to be dealt with within two minutes, an incoming call, a WhatsApp notification from a former customer. Coaches need the right players and the right tools. In football, the box-to-box midfielder is a much sought-after player, capable of going from surface to surface. A player who knows how to do everything and is therefore decisive. Vocalcom is one of the very many CCaaS vendors equipping contact centres, Vocalcom is the only player to handle both inbound and outbound omnichannel interactions. Fiercely modern, efficient, Vocalcom? Yes, says CEO Nicolas Mestchersky. Yes, says its customers, who are loyal and among the most demanding in the sector.

Nicolas Mestchersky, Vocalcom
Vocalcom's positioning is unique: we are the only CCaaS provider to have managed, since its creation, fifty per cent of inbound and fifty per cent of outbound omnichannel interactions. And that's a strategic advantage. The processing of hot leads, the personalised engagement of customers, the need to acquire and retain communities are all now taking place in inbound, outbound and omnichannel calls. The effectiveness of this symbiosis is enhanced by the integration of CRM data from both customer service and telesales. We have this expertise, thanks to the billions of interactions we have managed in every context, on every continent.

Of course, the four other requirements that have emerged over the last three years have also been integrated: connection to CRMs, including but not limited to Salesforce, analysis of conversations and automatic import of summaries into CRMs, and appropriate use of AI. Karine Palacios, CPO at Vocalcom adds: ‘The line between inbound and outbound interactions is becoming increasingly blurred with the rise of asynchronous media such as WhatsApp: a customer can respond to a brand's message up to seventy-two hours later. The need for coordination and fluidity in the handling of inbound and outbound interactions has never been so important.

Comments from loyal customers: Concentrix, Connecteo...
‘We've been using the Vocalcom solution for years, mainly for our telemarketing campaigns and inbound call-backs.

We took advantage of a period when we were updating and migrating our group telephony solution to re-challenge the seasonal constraints on incoming calls, automate actions and pool Comutitres' channels, and saw Vocalcom's omnichannel solution as a very good alternative to more institutional or industrial telephony solutions.

Our extensive knowledge and expertise of the tool, based on our successful outbound experience, the genuine omnichannel approach, the speed of implementation and the ease of managing these channels enabled us to make this winning choice for our customer and ourselves. For four years now, the Vocalcom solution has enabled us to efficiently manage the fluctuations in workload associated with our customer's peaks in activity (back to school, for example), both in terms of inbound calls, one-off automated outbound campaigns and the simple, automated processing procedures implemented using the solution.
Thierry Sueur - Head of Application Management Concentrix.

‘At Connecteo, we've been using Vocalcom since the launch of our business. Vocalcom's Hermes solution has become a cornerstone of our day-to-day business, and is essential for managing our call and email flows, which are at the heart of our business. The features for managing incoming and outgoing calls are remarkably advanced, enabling us to respond precisely to the specific needs of our customers:

These include IVR, charging, queue prioritisation and call blending solutions. To offer a unified customer experience across different channels, Connecteo has just chosen Vocalcom's omnichannel solution. This is further proof of the confidence we have in the publisher and its expertise.
Mialisoa Andrianasolo, Chief Executive Officer - Connecteo.

(Connecteo is a Madagascan company, part of the Axian group, specialising in offshore outsourcing).