The Next Generation of Call Center Software & Multi-Channel Customer Engagement Center

Paris, France -- (ReleaseWire) -- 05/16/2014 -- Vocalcom, leading provider of multi-channel contact center software and New Frontier Group, a leading IT solution company in CEE & beyond, today announced a partnership aiming to bring the Vocalcom's Effortless Contact Center™ solution to Central and Eastern Europe (CEE) and Commonwealth of Independent States (CIS) regions.

Named by Gartner one of Top 10 Companies in IT Services in Central and Eastern Europe, New Frontier Group is a global company with subsidiaries in 17 countries. New Frontier Group's The Missing Link solutions enable digital transformation in the areas of employee engagement, customer engagement, and business model innovation. The partnership will initially focus on the Russian and CIS markets, withTeligent, the regional arm of New Frontier Group becoming Vocalcom's local representation.

Vocalcom provides multi-channel contact center solutions in the cloud, on-premise or any hybrid combination thereof. The Vocalcom's Effortless contact center™ solution is built on the company 20 years of experience and the unique know-how of its employees coming from Contact Centers. It addresses the issues of lengthy implementation and complex management that have plagued this industry by extending the benefits of an Effortless Customer Experience to the other Contact Center constituents, agents, supervisors, and managers.

Vocalcom's Effortless Contact Center™ is an inclusive all-in-one solution, packaged for rapid deployment and easy management by Contact Center practitioners, removing the need for long and IT-intensive projects.

"Customers expect to interact with real people over the channel of their choice, without waiting, repeating themselves or being transferred from one person to another. At Vocalcom, we believe technology is available to enable such experiences but it has failed to penetrate Contact Centers because of the complexity of deployment, configuration and change", declared Luc Cavelier, Vice President International Global Accounts. "The combination of our Effortless Contact Center™ Solution with New Frontier Group expertise in digital transformations, opens new perspectives to Russian and CIS enterprises to better serve and engage their customers."
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About Teligent
Teligent OOO (http://www.teligent.ru) is a Russian leader of telecommunications software for fixed, mobile and IP operators' networks, and large enterprises. The company is founded in 2003, and joined Teligent AB (global supplier of innovative telecom solutions) in 2005. It is part of New Frontier Group since the acquisition in 2013. Teligent has its HQ in Moscow and a second R&D center in Krasnodar. The focus is on long term partnerships with major mobile and fixed operators and selected Enterprises/Banks of Russia and CIS. The product portfolio contains various product and solutions (Interactive and Virtual Call Centers, Conferencing, Advanced Call Control, etc.) that are being provided by integrating 3-rd party systems, through partnering with vendors such as Vocalcom, Avaya, Dialogic and others. Delivering industry's leading edge projects like MultiFon (http://www.multifon.ru) in MegaFon and SDP/Traffic management in MTS.

About Vocalcom
Vocalcom is a global leader and technology provider of multi-channel Contact Center solutions for customer service, sales and telemarketing. Vocalcom challenges the complexity of existing Contact Centre solutions that are long to deploy, complex to manage and difficult to adapt. Designed by Contact Center people for Contact Center people, Vocalcom's Effortless Contact Center™ provides clients with a solution that is fast to deploy, easily manageable and allows our clients to be innovative with the Customer Experience they provide. Used by over 3,500 companies in 49 countries, Vocalcom Effortless Contact Center™ is packaged as an inclusive all-in-one solution available on-premises or in the cloud. For more information, visit http://www.vocalcom.com/

For More Information:

Call Center Software & Multi-Channel Customer Engagement Center

Anthony Dinis
CEO & Founder
a.dinis@vocalcom.com
Tel.: +33 1 55373050

Luc Cavelier
VP International Global Accounts
l.cavelier@vocalcom.com
Tel.: +32 2 467 821

Alexey Turochkin
Chief Operating Officer
alexey.turochkin@teligent.ru
Tel.: +7 (495) 514 05 78

Konstantin Levchin
Chairman of the board
konstantin.levchin@teligent.ru
Tel.: +7 (495) 514 05 78

For more information on this press release visit: http://www.releasewire.com/press-releases/release-3.htm

Now is the time for mobility in contact centers. Vocalcom and TapCrowd Come Togheter to Launches a New Set of Contact Center Apps to Enhance Mobile Customer Engagement, Transforming the Contact Center For A New Era Of Mobile Customer Service Experiences.

Paris, France -- (ReleaseWire) -- 02/11/2014 -- In today's mobile world, the ability to respond to mobile customers' preferences creates sustainable competitive advantage. Vocalcom, world leader in contact center software solutions, is announcing today that it has partnered with TapCrowd, an innovative mobile marketing platform, to optimize the customer journey of the mobile consumer with Vocalcom contact center software.

Vocalcom Mobile is a complete self-service mobile customer engagement platform, integrated with the Vocalcom contact center software. It includes mobile app management with deep contact center integration, targeting, analytics, instant campaign scripting and more. Vocalcom now offers an end-to-end omni-channel customer experience platform, bridging the gap between the mobile consumer and the contact center agent.

With the number of general mobile devices and tablets having already surpassed the number of laptop and PC users, providing customers with mobile access into sales, service and support will be an essential part of doing business. Mobile device applications are profoundly affecting the way customers want to interact with businesses. Coupling mobile devices with sophisticated mobile apps and next-generation networks creates a rich array of contextual data, giving businesses unique opportunities to simultaneously streamline contact center processes and dramatically enhance the customer experience. The good news is that early adopters who embrace this powerful new channel will have a compelling competitive advantage that differentiates their brand in the market.

Customer Experience is the new differentiator for enterprises, brands and retailers. Highly successful companies listen to their customer and provide a personalized mobile customer experience. The Customer is King (again). And today's Customer has changed: always connected, a smartphone in one hand, a briefcase or coffee in the other. Calling, texting, posting, sharing, reading. And the number of always-connected consumers is growing or better - exploding.

The Contact Center of today has to understand the mobile consumer of today. At the same time, the Contact Center has to understand the needs of the marketer of today, a customer-centric marketer with an omni-channel approach. Only that way, companies will get a return of the consumer. That return can be loyalty, recognition, advocacy and more sales.

Vocalcom has well understood this message from the marketer and the consumer. The marketer needs to have the technology at his fingertips to instantly launch targeted and personalized marketing campaigns and to provide efficient intuitive customer service.

By empowering agents with rich contextual data provided by smartphone and mobile devices and actionable, real-time customer information, Vocalcom creates the opportunity to differentiate customer journeys and dramatically enhance sales effectiveness and customer experiences.

A customer needs assistance, so he brings up your mobile app, does as much as he can on his own, and then requests a callback. Your agent receives the request, along with the contextual data, and is able to reach back out to the customer, at the requested time, with quick resolution. Faster resolution, smarter service, better customer experience.

Vocalcom wants to manage the entire customer engagement journey says Anthony Dinis, CEO of Vocalcom. "Self-service features, the contact center, social and mobile have never been intimately connected. We change that today. Not only for customer service but also for marketing automation. We even wonder if we should make a difference. The Contact Center will become the Engagement Center. We will dramatically reduce handling times and improve the experience. Wherever the customer is – And by introducing WebRTC in the contact center world, Vocalcom enables video everywhere, on any device, from smartphones to tablets, laptops, and PCs, adding confort and trust to the whole experience. With the advent of the WebRTC (Web Real-Time Communications) standard, lightweight voice and video services are now implemented directly into browsers that support HTML5. This eliminates the need for additional software or plug-ins installed by the customer.

TapCrowd is really excited about this development says Niko Nelissen, CEO of TapCrowd. Mobile is a huge part of everyday life, more and more companies use mobile apps to stay engaged with customers. Now the apps become the omni-channel link to the consumer. Personal, relevant, context-aware and direct.

"The magic that makes it all happen is big data.", explains Niko Nelissen. In order to really understand your customers, you need to capture their behavior, their context, their activities and turn that into real-time actionable insights for the contact center.

For example: imagine you want to buy a new car. With Vocalcom Mobile, car brands can publish interactive mobile apps to promote their brand. The app will automatically learn the interest of the user and invite him for a test drive at the right place and time, e.g. when the user is close to a dealer. At any point in time, the user can use the app to chat and ask technical questions. Or he can press a single button to talk to a specialist. No IVR, no hassle, only great customer experience.

After buying the car, the app serves as a personal assistant. E.g. when the user has a car accident, he can use the app to take a picture and instantly send it to the contact center. The agent automatically receives the location of the user and distance to the closest service center. She can immediately call back with an accurate waiting time for the tow truck to arrive.

Visit us at www.vocalcom.com/en/mobile-customer-service

About Vocalcom
Vocalcom is a leading provider of customer contact center software solutions, bringing the power of exciting new mobile engagement capabilities to thousands of customers worldwide. With over 3,500 customers in 47 countries, Vocalcom orchestrates more than 10 billion customer interactions every year. Vocalcom Mobile Engagement solutions create a distinct competitive advantage by powering optimal mobile customer experiences, with unmatched speed, simplicity and manageability.

For more information visit www.vocalcom.com or call +1 888 622 5266

For more information on this press release visit: http://www.releasewire.com/press-releases/release-3.htm

Vocalcom contact center software is changing the game, powering optimal customer experiences with unmatched speed, simplicity and manageability

Paris, France -- (ReleaseWire) -- 01/23/2014 -- Vocalcom, a leading provider of Contact Center software, has launched powerful social media technology that provides the ability to create meaningful real-time customer connections on Facebook.

Facebook now has 1.15 billion users supported by 10 million Facebook apps and providing some 50 million Facebook pages. Indeed, all major brands recognise the importance of having a Facebook page, so as to provide a dynamic and engaging 'web presence' with their customers, the key difference to a static corporate website.

Companies can benefit from leveraging the significant potential of engaging Facebook users, to share knowledge about products or brand and in fact use as another channel for upselling and increasing revenues.

The key concept to consider, is through one customer connect to many. Unlike Twitter, Facebook users are connected to through an 'introduction', a customer saying they're happy to connect. So the first challenge for businesses, is how to get connected to provide opportunity, and then take advantage of it?

Connect To A Targeted Audience On Facebook
Social selling is all about selling to more than one person, and so being able to connect to a very happy customer's friends with a wall post for example, such as "Your friend Tracy got a great deal with our company, click this link to get the same" puts a company on the right track to realising a significant opportunity.

Vocalcom's Contact Center technology provides the ability for an agent to connect the company with a customer on every customer interaction, enabling them to build a compelling Facebook targeted audience of customers, happy to hear about service and product offers.

Indeed, once permission is provided, a company has tremendous opportunity to grow revenues and market share through increased brand awareness and broadened market reach.

Vocalcom believe that Contact Center technology should support connecting and pushing content to Facebook users, valuable offers, and with just a couple of clicks. Competitors with a Vocalcom Contact Center software solution will be, and when they are – it's always way more than one customer.

Take Care Of Your Facebook Customers
It of course goes without saying, being able to respond real-time to customer comments, view media and 'like' content is pretty important to building a great customer community on a Facebook page.

Vocalcom's Contact Center technology enables a company to route and queue Facebook interactions exactly the same way as email, SMS, chat and other social network conversations.

Here's a great video example of the benefits of social channels in the Contact Center:
http://www.vocalcom.com/en/resources/call-center-software-solutions-video-demos

Real-Time Social CRM
How to Leverage Twitter and Facebook to the Max

Today over 500 million people use Twitter, each with an average of 208 followers, and they post around 340 million tweets daily. Facebook is even more popular. Some 1.2 billion monthly users support 50 million Facebook pages and generate more than 2.7 billion likes per day. That's a lot of digital word of mouth.

Social media presents an opportunity to learn what satisfies customers, what upsets them, what customers think of a company, and who customers consider to be competitors. Such intelligence will help the marketing team make strategic decisions that drive a business forward. Of course, a company needs a way to monitor relevant social posts, respond via social media in real time, and route selected conversations to a live agent.

This is the job of the Contact Center solution. If the current solution isn't social-media and digitally enabled, a tremendous opportunity to engage customers, empathize with them, and become part of the conversation is being missed, as well as the ability to promote offerings, resolve complaints, and build brand awareness.

The right social CRM solution offers tools for crafting real-time responses, and it will route to live agents just the posts they should respond to. It will provide the ability to map specific responses, media, and references to tightly defined social campaigns, and to measure, report, and fine-tune the accuracy and value of agent responses in real time. And, since social media interactions are often one-to-many, a little effort goes a long way—if the contact center solution provides the right tools.

On Twitter, the key to selling is to filter vast amounts of information, organize it, and deliver it to an agent in real time who then creates a satisfying customer experience. Say, for example, a company wants to sell a product to prospects who mention a need in their tweets. That companies CRM solution should leverage the power of the Twitter network to locate prospects by searching for hashtags, strings, or people. The solution should help respond easily on Twitter, in real time, with targeted messages and promotions. It should provide the ability to switch a prospect to an agent for personal communication. After the sale, it should also be possible to encourage the customer to share the deal with his or her followers with a link back to a company web site or agent.

Similarly, a social CRM solution can help turn an unhappy customer into a satisfied one by locating a complaint on Twitter and responding with great service and an incentive. The solution can also improve brand awareness by enabling a company to tweet useful information and links that users will retweet to their followers.

Facebook, too, offers enormous business potential. Like all major brands, a company needs a Facebook page, as well as a Facebook-enabled Contact Center solution. The strategy is to monitor and respond to posts in real time, transfer sales opportunities to agents who can communicate through the customer's preferred channels, and obtain permission from satisfied customers to connect to their friends. If with a couple of clicks a company can connect to a customer's friends with a wall post that says "Your friend Tracy just got a great deal with us, click this link to get the same offer," you will realize the multiplier effect of social media.

It's important to ensure privacy at certain points in the conversation. The solution lies in a CRM system that enables the start of a communication on a social network that can be continued on a more personal and private channel. The right system will integrate multiple channels such as voice, SMS, email, video, and Web chat seamlessly, so that the customer journey is fluid, even if it traversed several channels.

Customers have gone from having little voice to having a massive voice on social media. That's why it's crucial to provide real-time customer care via social CRM.

About Vocalcom
Vocalcom is a provider of social CRM technology in the cloud that supports any communication channel. Trusted by over 550,000 users in 47 countries, Vocalcom provides the world's most popular multichannel contact center solution. For more information, visit vwww.vocalcom.com/en

Visit us at :http://www.vocalcom.com

For more information on this press release visit: http://www.releasewire.com/press-releases/release-3.htm

Paris, France -- (ReleaseWire) -- 01/13/2014 -- Vocalcom introduced its next-generation of contact center software solutions to meet the real-time demands of a rapidly evolving customer service environment. The new solutions – which include innovations in mobile and social engagement, and rich customer interaction to create meaningful, real time customer connections and power optimal customer experiences – can help businesses more effectively manage customer experiences in an always-on world. These advancements drive improvements in customer satisfaction, agent productivity, and cost-savings throughout contact center operations. The new release of Vocalcom contact center software allows you to deliver revolutionary customer service from anywhere, anytime, on any device.

Vocalcom contact center software has superior capabilities delivered with simplicity to power optimal customer experiences, faster and more efficient customer service, with limited IT support. An all-in-one contact center software that allows you to call, email, chat, tweet, text, post from one place. It comes with best-in-class routing, visual IVR, powerful dialer and much more. In contrast to conventional contact center software, you are freed from the ongoing expense and headaches of running and maintaining IT infrastructure for contact center software.

Faster customer service. Happier customers. Contact center software designed to engage with your customer across every channel, over any device and touchpoints—and by so doing, provide smarter, & more effective multi-channel customer service while reducing operational costs through efficiency gains. No other contact center software provides this kind of easy, efficient access to a complete customer view, and rich-communications.

Vocalcom offers its all-in-one contact center software solutions through either CPE or Cloud-based deployment. Hermes EC3 is a completely cloud-based contact center software solution for modern customer service, designed from the ground up to maximize productivity and efficiency. The agent console is an intuitive interface that will let agents respond to all support channels, from phone to social media, from one place, allowing agents to work from anywhere on a worldwide unified platform that supports any communication channel. By delivering a web-based contact center software application that requires less computing power at both the desktop and the server level, this means the solution is deployable in days rather than months, and requires significantly less effort to manage and configure on an ongoing basis.

Vocalcom has developed universal queuing functionality to address the multichannel customer experience, focusing on the potential for agents to act as one group even though they may be spread across multiple locations and using different technology. Previously, companies looking to add email and web chat capabilities to their contact center were forced to seek out an additional vendor or deploy additional software and hardware.

Vocalcom's All-In-One contact center software is built around a universal queue, with skill-based routing of voice, email, social media and chat interactions. Agents can be assigned multiple interaction skills with several proficiency levels for each skill. With a strong background in outbound automation as well as inbound interaction handling, Vocalcom supports inbound customer service and support, outbound sales and marketing, and automated blended operations to maximize employee productivity and deliver a superior customer experience.

The solution's functionality includes:
Blended Multimedia – Vocalcom enables businesses to be more accessible to their customers through voice, email, SMS and web-chat, while allowing the contact center to define which type of enquiry, over which media is routed to which agent. As a unified solution, Vocalcom contact center software allows consistency of service regardless of the media they choose to use. The video chat solution is reported to improve sales conversions by 25%, with 35% increase in order values.

Automated Outbound – Improved outbound productivity with fully compliant functionality allowing delivery of the most appropriate automation to suit each activity, including preview, progressive, predictive and broadcast.

IVR – Vocalcom's visual IVR and ACD are based on the same platform, supporting speech recognition and text-to-speech in multiple languages. It is designed to be easily customizable, with the Vocalcom Studio design tool being available to make changes quickly.

Unified Agent Desktop – The solution allows agents to resolve more interactions first time while also reducing call duration. The agent interface is a customizable, unified desktop application, presented within a browser, reducing the number of disparate systems agents access while intuitively presenting them with all the information they need to proactively serve the customer.

Management Control – Monitor key performance indicators in real-time, define and run historical reports, listen and intrude on agent interactions and manage remote agents from any device, anywhere, through secure web-based access.

Interaction Recording - Voice and screen recording can be recorded based on specific needs; by campaign, by final disposition or selectively, and done so in a fully PCI-compliant manner. Supervisors are able to retrieve and replay, or monitor in real-time, any type of interaction providing a full and holistic solution for both compliance and agent quality management.

Additionally, Vocalcom's contact center software solution supports non-traditional customer experiences and channels through social media, knowledge management, Mobility and Web Real-Time Communication (WebRTC), as well as screen-sharing without proprietary software plug-ins. Vocalcom's knowledge management solutions are reported to increase agent productivity by up to 40%, first-contact resolution by 37%, cutting call times by 20%.

Vocalcom provides a single, scalable, comprehensive, end-to-end contact center software application, and the specific modular functionality of which can be switched on when required. It is a pure software application with a HMP architecture, leveraging SIP, which means it can be integrated into an existing PBX platform or provided as a turn-key solution including telephony platform, being a web-based, multi-tenanted and multilingual application which eliminates the need to manage hardware and software maintenance.

The company provides its contact center application with ready-made connectors to all of the leading telephony and CRM solutions, with an open API to enable Vocalcom to build a connector for any other specific requirements.

Customers include BNP Paribas, Jet2, Uswitch, Gaz Metro Plus, Renault, McDonald's, Orange, Teleperformance, SITEL and Flow Energy.

Visit us at http://www.vocalcom.com

About Vocalcom
Vocalcom is a leading provider of customer contact center software solutions, bringing the power of exciting new capabilities to thousands of customers worldwide. With over 3,500 customers in 41 countries, Vocalcom orchestrates more than 10 billion customer interactions every year across thousands of contact centers worldwide. Vocalcom helps enterprises power optimal customer experiences that radically improve sales effectiveness and customer loyalty-Across every channel, and over any devices. We are changing the game, powering optimal customer experiences with unmatched speed, simplicity and manageability.

For more information visit http://www.vocalcom.com or call +1 888 622 5266

For more information on this press release visit: http://www.releasewire.com/press-releases/release-3.htm