Posts Tagged ‘contact center solution’

VCC Live secures $2.4M in Series A funding from venture capital and private equity firm PortfoLion

Posted on: February 7th, 2020 by dorarapcsak No Comments

Budapest-based venture capital and private equity firm, PortfoLion, is investing $2.4 million in cloud contact center software provider company VCC Live through its regional private equity fund with investors OTP Bank and Eximbank. The funds will be used to accelerate product and service innovation, as well as to expand globally.

Founded by Szabolcs Tóth and Tamás Jalsovszky, VCC Live has consolidated its presence in the European market as a reliable solution for companies dealing with broad customer communications through a variety of channels, including phone, email, chat, and social media. Currently, the company has clients in more than 50 countries, and serves over 10.000 operators in total. It also works together with 20 international telecommunication partners.

“We appreciate VCC Live’s exceptional growth, strong brand and excellent reputation on the market. Its track record and product excellence underpin the potential to become the leading cloud contact center software provider in Europe,” said Jenő Nieder, Deputy CEO of PortfoLion. “We believe, VCC’s committed management team paired with PortfoLion’s extensive network, business expertise and financial aid will further accelerate the company’s international expansion and product development.”

“Thanks to our unique and cost-effective solution, many customers decide to choose our system over some of the biggest global providers,” said Szabolcs Tóth, Managing Director and Founder of VCC Live. “This success is due to our customer-driven approach in the contact center industry, and we aim to continue developing our solution with this mindset, delivering VCC Live to as many companies as possible, allowing them to leverage our system’s benefits.”

Product and service innovation has always been VCC Live’s main focus. In 2015, as a result of a strategic partnership with OTP Mobil’s Simplepay in Europe, as well as Worldpay and globally, VCC Live developed VCC Live Pay, the first ever cloud-based payment over-the-phone solution in the European region. 

Due to the sensitivity of the data processed during payment operations, VCC Live has focused on ensuring they comply with the highest level of security standards. The company holds PCI DSS, ISO27001, and ISO22301 certificates – some of the strictest data privacy protocols in the world – allowing customers to use VCC Live Pay anytime and from anywhere in the world without having to take any internal security steps. 

Since the release of VCC Live Pay, the company has continued to increase its popularity and trust among companies operating in a number of industries. Taking advantage of the growing demand for automation and self-service payment models, combined with the development of multichannel communications, VCC Live plans to dedicate part of their latest investment to tailoring its features to bring even more business value to companies operating in several industries, including telecommunications, finance, insurance, e-commerce and others.

About VCC Live:

For more than 10 years, VCC Live has been providing telecommunication technologies for companies with a CX-driven mindset. The company provides a complete and high-quality business solution for companies who need to interact with their customers via phone and/or other channels and require high-level professional communication services.

About the investor:

PortfoLion is a Budapest-based venture capital and private equity firm which is part of the OTP Group, one of the largest banking groups in the CEE region. PortfoLion provides companies with a stable financial background to facilitate their successful market entry and international expansion.

PortfoLion currently manages five funds with a total asset value of EUR 130 million with more than 20 companies in its portfolio. The fund management company partners up with companies across multiple stages primarily in the CEE & SEE region but it’s also open for investment opportunities from the whole of Europe.

Contact Center AI: What’s Behind Google’s Latest Technology

Posted on: September 6th, 2018 by dorarapcsak No Comments

Call centers keep looking for smarter and smarter ideas that enable them to further improve their customer experience. This year, it seems that call centers may greatly benefit from the latest technology advancements released by Google.

The tech giant introduced not only Google Duplex earlier this year, an artificial intelligence that is capable of making phone calls and communicating as if it were a real person but is also building a complete solution which it calls Contact Center AI.

It’s clear that the aim of the Contact Center AI solution is to take customer service to a whole new level. But what’s behind the latest technology launched by Google?

In this article, we’ll show you how the latest tech solution works and how it will affect the customer service industry. Make sure to read on and keep up with the latest news straight from the tech world!

What is Contact Center AI?

There’s no doubt that AI is the future of most businesses, especially where a lot of customer interactions take place.

Luckily, by using comprehensive AI technology, customer service teams can now provide exceptional customer experience to their clients.

At this years’ Cloud Next conference in San Francisco, Google announced that it is developing a contact center AI technology that is able to interact with customers over the phone in the form of a human-sounding voice.

Considering its features, Contact Center AI may remind you of Google Duplex, but Google’s spokesperson confirmed that the two are distinct products that share some components.

As we already talked about in our previous article, as Google Duplex can conduct conversations without anyone ever knowing they were speaking to an AI, the new technology raises privacy and security concerns.

With Contact Center AI, however, it is customers who initiate the calls and then are connected to a smart bot that is able to understand them instead of making them wait on the line while listening to poorly-designed IVRs.

Consequently, chances are this technology has more potential to transform the call center industry in the future.

How does it work?

Call Center AI basically connects a caller with a virtual agent, which tries to resolve the customer issues just like any bot would, but with much more sophisticated natural language understanding. If the issue is too complex and requires human interaction, the AI passes the customer to a live agent and acts as an assistant to help them resolve the issues by providing information and solutions relevant to the conversation in real time.

Indeed, by using the contact center AI released by Google, businesses can build their own virtual agents that are able to speak with customers based on company knowledge. Customer conversations are automated with the use of Dialogflow, a feature created by Google to help companies build interfaces that offer engaging customer interactions.  

Furthermore, as we all know, however up-to-date your technology solutions may be, your customers will always need the human element in the customer journey. Luckily, Google has a solution: in case the virtual agent cannot handle the customer interaction, the Contact Center AI passes customers to live agents and provides valuable agent assistance based on previous interactions, helping customer service reps provide personalized customer service and relevant up/cross-sells.

In a previous article, we already talked about the power of data. And if you’re still not convinced why your business should make good use of the data it accumulates, let’s take a look at the new technology’s Contact Center Analytics feature, which uses company data and customer interactions to train virtual agents to better serve customers.

Take away

Businesses these days need to embrace emerging technologies to ensure that they deliver exceptional customer experience.

Fei-Fei Li, chief scientist for Google AI stated in a post that “the Contact Center AI is a flexible solution that adapts to the needs of each and every call and provides a seamless experience between live and virtual agents, playing as big or as small a role as the situation demands”.  

There’s no doubt that the new technology has the potential to reshape customer interactions, but it remains to be seen whether or not it’ll be a game changer in the call center industry.

What do you think of Google’s Contact Center AI technology? Share your thoughts with us in the comments section!