Software company, Symbol Tech, who specializes in developing billing systems, selected VCC Live’s cloud-based contact center software to help them level up their customer service performance.
Founded in 2005, Symbol Tech works on developing and delivering reliable systems for companies in several industries, handling billing, stock management and corporate management activities. As a B2B software provider, with international clients as large as TV shop giant Mediashop, the company knew they needed to rely on a modern contact center software product with a wide range of features in order to be able to provide continuous and exceptional support to their customers.
In particular, it was essential for the company to be able
to handle all of their incoming queries efficiently within a short period of
time. To satisfy their needs, they turned to VCC Live’s system to provide them
with the ideal solution.
Most importantly, VCC Live’s advanced multichannel package
enables customers to interact using a number of channels, including phone,
email, chat and social media. This will allow Symbol Tech to serve their
customers in a timely manner via the channel of their choice.
In addition, a well-built IVR is the backbone of any
customer service team handling incoming queries, so in order to provide the best
possible support for their customers, Symbol Tech entrusted VCC Live to build
them a personalized IVR. After a comprehensive assessment, our team constructed
a unique IVR for the company, taking into account their special requirements,
including managing calls with accordance of the company’s multiple opening
As being able to monitor agent activity and performance was another
major priority for Symbol Tech, VCC Live’s advanced reporting and monitoring
tools also made their solution the perfect choice.
Our monitoring tools allow Symbol Tech to see the whole
picture: not only can they detect and react more quickly at peak times, but they
can also closely track agent performance. Symbol Tech also benefits from our dashboards,
which display the most important information in real time in front of their
agents, thus enabling them to remain aware at all times of the customer service
“It was a great experience to be able to assess Symbol Tech’s
needs and offer them a package with all the features they could ever need,”
said Tímea Hegedűsné Szegedi, Key Account Manager at VCC Live. “We’re also
delighted that they trust us and allow us to support them in their daily
customer service activities. We look forward to a fruitful partnership with their