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Vocalcom meets customers

Call centre solutions company keen to tap growing demand for multi-channel services

Vocalcom: socialising contact centres.
Vocalcom: socialising contact centres.

Vocalcom is keen to tap growing demand for multi-channel customer support services at GITEX TECHNOLOGY WEEK. The company believes that social media, in particular, is changing the way customers interact with companies.

“CRM will force a shift from contact centres to customer engagement centres,” says Ali Kassab, CEO, Vocalcom MEA. “Customers expect to be supported regardless of channel, yet social media engagement is missing from current CRM customer service contact centre products, frustrating chief customer officers and vice presidents of customer support. This will force the evolution of customer engagement centres in 2013.”

Kassab says that customers increasingly expect companies and organisations to provide a “rich integrated experience across all channels”, and that users expect the same experience across all channels. “These channels include but are not limited to voice, email, chat, web self-service, as well as social channels such as forums and popular sites,” Kassab says.

For Vocalcom, this changing dynamic adds up to a major opportunity, and the company is keen to place itself at the centre of the customer engagement revolution.

“At Vocalcom we continue to pioneer the reinvention and evolution of call centre solutions for businesses worldwide, empowering users to push limits and break boundaries, to truly transform the customer experience,” Kassab says.

“We’re very proud to provide the market with the latest release of our Hermes Net V5 software. This software encourages an entirely new way of thinking to exceed all expectations and surprise customers across channels web, social media and mobile, by providing an outstanding customer experience.”