Ventana Research Analyst Perspectives

Vocalcom Supports Contact Center in the Cloud

Posted by Richard Snow on Nov 13, 2012 10:51:46 AM

Vocalcom is one of the up-and-coming names in the contact center market. Founded in 1995, it is headquartered in France but has a worldwide presence, with 4,500 customers and more than half a million users of its services. It may not be as well-known as other companies in the same space because many of the customers are in southern Europe, and a high percentage are outsourcers who use its services to provide contact center services based on its platform. It offers what I call multichannel contact center interaction management in the cloud – what some term “communications in the cloud.” A full contact center consists of the systems to manage multiple communication channels, systems to manage agent performance, business application such as CRM, and analytics. Vocalcom’s strength is in the former, along with integration tools that support interfaces with business applications and analytics that focus on interaction performance.

The platform supports multiple channels of interaction, including voice, email, SMS, web chat and social media. It supports traditional and voice-over-IP (VoIP) phones, fixed and mobile, and home and office phones working off of a PBX. It includes what many call single-queue routing, where all interactions are routed to agents based on a single set of rules. Interaction recording lets all interactions be stored and analyzed. Agent monitoring allows organizations to see how agents handle different forms of interactions. The platform can manage outbound interactions that include automated outbound dialing, intelligent scripting to aid agents receiving and making calls, and an application to manage outbound marketing campaigns.

In a similar way to other communication management products, the platform is closely tied with Salesforce.com Service Cloud, which provides an agent desktop that ties all the capabilities together, making it simpler for agents to carry out their tasks. Ventana Research benchmark research into the agent desktop shows that an integrated desktop is a vital tool, because in many cases agents have to deal with multiple systems. This slows down interaction handling, introduces the opportunity for data entry errors and leads to frustrated and unhappy agents. The research shows that the level of agent unhappiness has a direct impact on an agent’s performance and thus the agent’s ability to meet key performance targets.

The Vocalcom platform is available in the cloud and is accessed through a web browser. This removes location as an issue and permits companies to distribute interaction handling, enabling companies to support distributed centers and home-based and mobile agents. For companies wanting to support highly distributed interaction handling, Vocalcom works with cloud-based network services providers such as Ciptex; together they have supported several companies in their efforts to optimize interaction handling on a global basis.

The majority of Ventana Research benchmark reports show that usability is often the most critical issue for companies adopting software. The Vocalcom platform has centralized administration, making it easy to set up and operate. As I learned from the demonstration and a user I spoke with, the user interface is also intuitive. For Salesforce.com users, the interface can be integrated into the standard agent desktop.

Ventana Research benchmark research into the contact center in the cloud shows that the contact center environment has become ever more complex, with organizations needing to support multiple channels of communication and interactions by more and more lines of business spread over multiple locations. The research shows that to meet these demands, more companies are looking to adopt a contact center in the cloud. Ventana Research recommends companies consider Vocalcom as one of these options.

Regards,

Richard J. Snow

VP & Research Director

Topics: Salesforce.com, Social Media, Customer Analytics, Customer Experience Management, Social CRM, Speech Analytics, Voice of the Customer, Mobile apps, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Vocalcom

Richard Snow

Written by Richard Snow

Richard leads Ventana Research’s Customer and Contact Center Performance Management research practice, which is dedicated to helping organizations improve the efficiency and effectiveness of managing their customers, throughout their lifetime and across all touch points, including the contact center. He conducts research exploring the people, process, information and technology issues behind customer operations management, contact center management, and customer experience management. He also works with senior business operations and IT managers to ensure that companies get the best performance from today’s highly complex application products. Richard has worked in management and consulting leadership positions in the technology industry including with Price Waterhouse, Sema Group and Valors. In his work, he has been involved with all aspects of delivering highly complex IT solutions to a variety of clients in the telecommunications, financial services and public sectors. Richard has specialized in delivering customer care and billing solutions for telecommunications operators, and several multi-channel contact centers for organizations in both the public and private sectors.