Vocalcom, a provider of contact center software, has partnered with TapCrowd, a mobile apps platform provider, allowing users to simultaneously power mobile customer experiences and improve contact center performance.
The new Vocalcom Mobile is a complete self-service mobile customer engagement platform. It features a cloud-based drag-and-drop app builder and integrated new contact center capabilities, including visual IVR, WebRTC for face-to-face interactions, real-time profiling and targeting, analytics, and instant campaign scripting. Several other business tools are also available, such as a Passbook Coupons and GPS tracking for strategic location-based marketing. Contact Features include real-time, contextual routing, one-touch calling, QR code, and Web site integration.
"Vocalcom wants to manage the entire customer journey," said Anthony Dinis, CEO of Vocalcom, in a statement. "Self-service features, the contact center, social, and mobile have never been intimately connected. We change that today, not only for customer service but also for marketing automation and sales. The Contact Center will become the Customer Engagement Center. Now the apps become the omnichannel link to the consumer—personal, relevant, context-aware, and direct."
"Mobile is a huge part of everyday life. More and more companies use mobile apps to stay engaged with customers. The magic that makes it all happen is big data," said Niko Nelissen, CEO of TapCrowd, in a statement. "In order to really understand your customers, you need to capture their behavior, their preferences, their context, and their activities and turn that into real-time actionable insights for the contact center."