crmvox
A Cutting-Edge Solution for Active Customer Engagement

With the advent of cognitive technologies, the world is witnessing the rise of conversational Customer Relationship Management (CRM) systems powered by Artificial Intelligence (AI). A positive customer relationship has become indispensable for business growth in today’s competitive times. CRM is a marathon and an integral part of marketing and business development. While many companies offer CRM solutions, one name making a mark in this space is Medellín headquartered wolkvox. The organization provides an omnichannel strategy that includes voice calls, video calls, social media interactions, and web callback to return customer calls. Leveraging a single cloud platform and a SaaS (Software-as a-Service) model, wolkvox CRM offers personalized, secure, intuitive, adaptable, and easily implemented management and automation of customer relationships.

To create great customer experiences, wolkvox integrates all the channels in a contact center, allowing agents to perform all interactions from a unified dashboard. “wolkvox CRM includes out of-the-box processes and we can modify the experience with a UX-interface while integrating contact center strategies. We are focused on the total customer experience, utilizing AI automation and real-time data for our customers,” states John Rincón, Global Sales & Marketing Director. Additionally, native integration between the organization’s CRM and wolkvox Manager handles detailed information on each customer during and after interactions.

In addition, wolkvox’s dashboards and reports provide customers with multiple views of real-time reports and over 50 historical reports to effectively track their operations with accurate performance data matched against COPC (contact center) best practices. The dashboards and reports featured in wolkvox Manager allow a full access for businesses about their interactions data and operational quality details. Further, it simplifies quality processes storing all calls made on the platform and allowing customers to listen, export, or copy the audio. The solution provides clients with a two-way communication experience that fosters feelings of proximity and trust towards the company.

wolkvox aims to become the ‘fastest to implement’ cloud solution for contact centers in the market and further enhance customer experience. Since traditional operations take more than two months to get implemented and people only have one to two weeks to start a process, they approach wolkvox to leverage ready-to use applications in real-time.

Further, the company uses GPT-3, an Open-AI tool, to automate customer service. Using predefined responses and AI, the tool helps users understand customer requirements and agent handoffs. In an implementation highlight, a specific operation required setting up an AI virtual assistant and executing an outbound dialing campaign with virtual voice agents. wolkvox set up the campaign in just a week, integrating its Open-AI tool.

wolkvox CRM includes out-of the-box processes and we can modify the experience with a UX-interface while integrating contact center strategy. We are focused on the total customer experience, utilizing AI automation and real-time data for our customers

The organization strives to incorporate the most effective productivity strategies. To this end, wolkvox’s omnichannel predictive dialer boosts the productivity and occupancy of business operations. The predictive dialer provides the best predictive dialing algorithm, enabling up to ten simultaneous calls per connected agent and increasing agent occupancy and productivity.

Tracing its roots to 2014, wolkvox focused on business process outsourcing (BPO) software and in-house operations to improve customer experience. They soon discovered that the global CRM market needs specific software focusing on the customer experience for employee and customer operations, such as sales support, health desk, logistics, and many more. Having carved a unique niche with its out-of-the-box CRM processes, wolkvox will continue working with AI automation, provide real-time data for its customers, and deliver simple and agile solution implementation processes to scale businesses quickly.