Call Center Software Week in Review: Five 9, Vocalcom and More

January 31, 2015

This week’s call center software headlines focused on the importance of social media for customer care and included a case study and award win.

Vocalcom announced it won a 2015 Internet Telephony Magazine (News - Alert)'s Product of the Year award for its cloud contact center software.  Touted specifically were the IVR and ACD features of the offering for their innovation.

Anthony Dinis, CEO, Vocalcom said, “We are honored to receive the Internet Telephony (News - Alert) Magazine Product of the Year award for our Cloud Contact Center Software. Not only is it a prestigious distinction that bolsters our reputation in the industry, but it also indicates the increased importance of delivering an effortless and effective customer service experience.”

To help ensure they were meeting all TCPA rules, American Support turned to call center software provider Five 9 for help. The were able to work together on a solution that not only left them in compliance but also helped to increase sales and the chance to get on the phone with potential customers.

Not just talking to customers on the phone today, but also meeting their needs via social channels is very important for success. An article by TMC’s (News - Alert) Tracey Schelmetic this week looks at how social routing can help customers gain control over their experience with a company.  This is particularly for the growing number of millennial customers who have become accustomed to communicating solely via this channel.

Finally, a feature this week from Special Guest Joshua March, CEO of Conversocial discussed the modern contact center and what role social media plays in address customer needs to a mass audience. Check it out HERE.

That’s all for this week. Check back for all the latest in Call Center Software news as it happens. Until next week…

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