Features to boost outbound activities
Fueling your outbound sales
VCC live for inbound contact centers
Transforming customer service for tbi bank
Key channels VCC Live supports
Email, social and more for SYKES and Huawei
Selected integrations for VCC Live users
Handle calls without leaving Salesforce
Powerful BI for next-level sales
92% of calls within SLA
94% voicemail detection rate
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Meet your customers on their preferred channels to boost CX, satisfaction, and loyalty.
Explore the wide range of benefits multichannel call center software offers – from more productive agents to scalability.
Go multichannel to give your customers the opportunity to contact you through their most frequently used platforms.
Enable your agents to handle more queries and resolve simple requests through automation features.
Reduce costs and lenghty processes by using one central platform for all your channels instead of separate ones.
Scale up during seasonal spikes or scale down in quieter periods seamlessly with a multichannel solution.
Be available on multiple channels so that people with disabilities can contact you through their preferred methods.
Monitor all channels in one place to pinpoint which ones require more attention based on customer demand.
Watch this video to explore how VCC Live’s multichannel contact center
can enhance agent productivity and customer experience.
In VCC Live, each communication channel is supported by various features to make your operation run smoothly. These include:
VCC Live’s highly customizable KPI dashboard allows you to track the numbers that are the most meaningful to your business. The system offers a wide range of pre-set metrics, but you can also set up your own ones.
The layout of your dashboard is easily re-organizable with a simple drag-and-drop method. Exporting the data from your dashboard is quick and easy; you can create detailed reports with just a few clicks.
Provide an instant payment opportunity for your customers so they can use their card in a secure way while being on a call with your agents.
This can speed up payment processes and improve CX. By connecting this feature with inbound IVR, you can also create a comfortable self-service option.
Enable your agents to access customer history, previous interactions and purchase records during calls and delight your customers with personalized conversations. Save a lot of time by eliminating the need to switch back and forth between two platforms – keep track of everything in one place and keep customer data aligned in all your platforms.
You can also make your agents’ and customers’ lives easier with integrations that focus on data visualization and signing electornic documents without email back-and-forthing.
Contact us today and let’s discuss your contact center needs.
We’d be happy to help you find a solution tailored to your business.
Although there is no single correct answer to this question, a report surveying over 17,000 consumers suggests that 59% of customers prefer to communicate via phone. What’s more, picking up the phone has become more popular over the past few years – in 2019, it was only 54% of customers’ first choice.
Of course, choosing your communication channels is more complicated than this. Factors such as the type of business you’re running, the cultural norms of your region and the age of your customers can also play an important role in your audience’s most preferred channels.
Providing swift responses and resolutions to your customers is a key element. However, messages and comments can easily get lost when there are lots of accounts to manage. Connecting these profiles to VCC Live enables agents to see and handle social media messages in one place, manage tickets and transfer queries.
This will largely improve customer satisfaction – as 76% of US users expect businesses to answer them on social media within 24 hours, your quick response time will definitely be appreciated.
With such advanced automation features, it’s natural to worry about losing human connection. While some people believe that automation enhances the way contact centers operate, some worry that it’ll eventually replace real agents.
We’ve interviewed three industry leaders on their thoughts about the state of automation in the contact center – check out their valuable insights to explore new perspectives.
