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Vocalcom repousse les limites et intègre les Big Data et de puissantes applications mobiles d'engagement des clients à sa suite logicielle pour centres d'appels

PARIS, February 14, 2014 /PRNewswire/ --

Vocalcom, chef de file mondial dans le domaine des logiciels pour centres d'appels, annonce aujourd'hui sa collaboration avec TapCrowd, une plateforme d'applications mobiles innovante, donnant la possibilité de favoriser des expériences client mobiles intuitives, tout en améliorant considérablement la performance des centres d'appels.

     (Logo: http://photos.prnewswire.com/prnh/20140213/670831-a )

     (Logo: http://photos.prnewswire.com/prnh/20140213/670831-b )

Les smartphones et tablettes changent rapidement le comportement des consommateurs, qui sont toujours connectés avec leur smartphone dans une main et leur serviette ou un café dans l'autre, pour passer des appels, envoyer des messages texte ou des e-mails, partager du contenu ou lire.  Les sociétés ne peuvent se permettre de se laisser dépasser. Il est aujourd'hui impératif qu'elles établissent une feuille de route pour l'avenir, pour un engagement moderne et mobile des clients.  

Vocalcom Mobile est une plateforme d'engagement des clients complète et en libre-service, comblant le fossé qui sépare les clients mobiles et les agents des centres d'appels.  Vocalcom offre aux utilisateurs professionnels un ensemble complet de fonctionnalités pour engager sans aucun effort les clients sur leurs appareils mobiles. En outre, sont également inclus un outil de création d'applications en cloud avec simple fonction glisser-déposer et de nouvelles capacités de centre d'appels intégrées, comprenant visual IVR, WebRTC pour les interactions en face à face, le profilage et le ciblage en temps réel, les analyses et l'écriture de campagnes instantanée.  Plusieurs autres outils professionnels sont disponibles, tels que les coupons Passbook et le positionnement GPS pour le marketing stratégique basé sur la localisation.  Les fonctions pour centres d'appels incluent un routage contextuel en temps réel, la possibilité de passer des appels en un clic, des codes QR et l'intégration de sites Web. Vocalcom Mobile permet aux entreprises de concevoir leurs propres applications, sans aucune compétence technique requise.

Les entreprises peuvent s'attendre à obtenir des retours sur investissement facilement mesurables et quantifiables, ainsi que des avantages pour leur réputation et l'amélioration de leur image de marque, en élargissant l'accès des centres d'appels aux appareils mobiles. La bonne nouvelle est que les premiers à adopter ce nouveau canal puissant profiteront d'un avantage concurrentiel incontestable qui différenciera considérablement leur marque au sein du marché.

« Vocalcom vise à gérer l'intégralité du parcours des clients », a déclaré Anthony Dinis, PDG de Vocalcom. « Les fonctionnalités en libre-service, les centres d'appels, les secteurs social et mobile n'ont jamais été aussi étroitement connectés. Nous bouleversons cela aujourd'hui, non seulement pour le service client mais aussi pour les ventes et l'automatisation du marketing. Nous nous demandons également si nous devrions faire une différence. Le centre d'appels deviendra le centre d'engagement des clients.  Les applications seront désormais le lien unique vers les clients, à la fois personnel, pertinent, contextuel et direct. »

« TapCrowd est réellement enthousiaste à propos de ce développement », a déclaré Niko Nelissen, PDG de TapCrowd. Le mobile est une partie importante de la vie quotidienne, de plus en plus de sociétés utilisant les applications mobiles pour maintenir leur engagement auprès de leurs clients. « Les Big Data sont la magie qui permet à tout cela d'exister », a expliqué Niko Nelissen. Pour bien comprendre vos clients, vous devez cerner leur comportement, leurs préférences, leur contexte et leurs activités et transformer en temps réel ces données en informations pratiques pour le centre d'appels.

À propos de Vocalcom http://www.vocalcom.com/en/vocalcom-cloud-contact-center-software
La révolution de l'engagement mobile des clients est ici
Site Web : http://www.vocalcom.com
Myriam Ghedas : +33-(0)1-55-37-30-50, [email protected]

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