Vocalcom reveals new contact center solution powered by AI

Vocalcom, a provider of customer experience and omnichannel contact center solutions, is unveiling its new contact center solution, Vocalcom Hermes360, available in the cloud or on-premise.

Intuitive, omnichannel, and AI-ready, Vocalcom Hermes360 allows contact centers to improve the agent experience and customer satisfaction at the same time, regardless of location or communication channel used.

“The customer experience has always been a key aspect for company operations. However, the current context linked to COVID-19 is now speeding up the existing trends and requiring companies to communicate with their customers in a flexible and omnichannel manner,” said Carlo Costanzia, president and CEO of Vocalcom. “At Vocalcom, we place our technological expertise and our know-how at the service of our customers in order to help them relieve these challenges. The Vocalcom Hermes360 solution was designed to bring a real added value to companies that wish to facilitate their agents' work and use the latest technologies to offer an optimal experience to their customers, regardless of the communication channel. “

Vocalcom Hermes360 features allow customers to:

• Simplify agents' work: Equipped with an intuitive, latest-generation interface, Vocalcom Hermes360 allows agents to access directly and easily all customer information and the 360-degree history of their journey. Agents gain agility with less clicks and more time to bring the best answer to each customer.
• Accompany the digitalization of the customer journey through omnichannel communication across an unlimited number of channels.
• Integrate the latest artificial intelligence technologies: The Vocalcom Hermes360 is AI-ready and integrates easily with the best of artificial intelligence technologies: chatbots, voicebots, or Smart Pairing technologies in order to reduce costs, handle demand peaks, and improve customer satisfaction.
• Offer a proven inbound and outbound technology: Vocalcom Hermes360 benefits from the historical expertise of Vocalcom in the contact center industry. The solution offers great flexibility in the management of scripts and real-time campaigns, an IVR (interactive voice response) that is independently modifiable to adapt to current events, and a powerful predictive dialer for increasing the number of positive contacts.
• Manage contact center performances in real-time: Vocalcom Hermes360 offers real-time supervision with intuitive dashboards in the form of customizable widgets, and the possibility of creating alert thresholds.

In addition, the two versions of Vocalcom Hermes360 offer levels of data security and confidentiality in compliance with all international regulations (GDPR, CCPA).

For more information about this news, visit www.vocalcom.fr.