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Greg Erikson, Head of Product, North AmericaThis is where Voiso steps in. Voiso CCaaS platform amplifies the voice of a customer and empowers contact center agents to perform at their best. It allows contact center leaders to optimize their resources and meet customers’ expectations.
“A contact center could be either sales-oriented or customer care-oriented, and there are important differences between the two applications. We have solutions for both,” says Greg Erikson, head of product, North America, Voiso.
For sales, Voiso offers an AI-powered Predictive Dialer that gives outbound teams an unparalleled advantage in productivity. It adjusts to the client’s pace and helps utilize all contact center resources in the most productive and efficient way.
On the customer care front, Voiso enables contact center leaders to have complete visibility into agents’ performance via live reports on their activities. Whether your customers contact you via omnichannel (WhatsApp, Instagram, etc.), or call the support line, rest assured that every interaction is captured and could be analyzed for improvements.
“Savvy customer experience leaders realize that impeccable customer care provides a clear competitive advantage and strengthens customer loyalty. That’s why we’ve developed tools for contact center leaders to fine-tune customer journeys and connect customers with agents who are best capable of handling specific requests,” says Erikson.
Voiso contact center is a cloud-based solution that clients can set up in just a few hours.
Its scalability allows clients to quickly increase or reduce the number of agents working remotely or in the office, and quickly ramp up contact center operations when expanding their geographic presence. Because Voiso is built on microservices architecture, clients can deploy customized contact centers at a much lower cost when compared to any other contact center solution providers.
“Voiso has a policy of providing very detailed, 24/7 support to our clients as a part of any package, including the Start-Up license plan. Our support and onboarding teams are there for you in a group chat, always ready to support you,” says Erikson.
Case in point, BlueCalls, a Philippines-based BPO call center, approached Voiso as their incumbent vendor could not provide international mobile connections. This negatively impacted the bottom line and caused customer dissatisfaction. Voiso team of dedicated engineers fixed BlueCalls’ problem by enabling call termination on Singapore mobile numbers in just one day. Additionally, with the real-time dashboards, the client could now track their own KPIs, including average wait time, talk time, and effective answer score. As a result, BlueCalls improved its client retention rate and profit margin.
we’ve developed contact center tools for outbound-oriented and inbound-oriented contact centers that help drive revenue for sales teams and enhance customer experience by routing callers to the agent who is best capable of handling specific customer requests
“Voiso has a policy of providing very detailed, 24/7 support to our clients as a part of any package, including the Start-Up license plan. Our support and onboarding teams are there for you in a group chat, always ready to support you,” says Erikson.
FXBO Introduces New Omnichannel Feature Integration Powered by Voiso
Monday, August 12, 2024
New York,
Limassol, CY – FXBO, the leader in the Forex CRM industry, proudly announces the integration of a new Omnichannel feature by Voiso into its platform. This groundbreaking addition is set to revolutionize how brokers interact with their clients, offering seamless communication across multiple platforms.
"We are thrilled to announce the integration of our new Omnichannel feature, which will significantly enhance the capabilities of our platform," said Dmitriy Petrenko, CEO of FXBO. "This move underlines our dedication to providing our customers with the most simply powerful and efficient means of communication available, ensuring they can connect with their clients seamlessly across multiple platforms. The integration is a testament to our commitment to innovation and the ongoing improvement of our services to meet the evolving needs of our clients."
Voiso's Omnichannel platform provides a unified way for businesses to connect with customers across six distinct digital channels from just one single interface, enhancing engagement, streamlining communication, all done with an intuitive user experience for the user. These digital channels include WhatsApp, Telegram, Viber, Facebook Messenger, Instagram DM, and web chat.
Key Features & Benefits:
Instant Channel Switching: Agents can instantly and seamlessly switch between different channels and chats in just one interface, boosting productivity by up to 25%.
Transferring Chats: Agents can transfer chats between other agents and queues to make sure customer queries are resolved as quickly, and as efficient as possible.
Rich Media: Send photos, videos, documents, and audio files to enhance clarity, engagement, and personalization of messages with all customers globally.
Interaction History: Agents can view chat histories with customers (even if the initial chat wasn't handled by them) to understand the full context of the chat and continue the conversation accordingly seamlessly.
Pre-approved Messages: WhatsApp Business has strict rules about sending unsolicited messages to users. At Voiso, one can save pre-approved messages for agents to send to contacts safely without the risk of them failing to be delivered, thereby speeding up cold outreach significantly.
"We are excited to partner with FXBO and bring our Omnichannel capabilities to their advanced CRM platform," said Martin Kalinov, CMO of Voiso. "Our solution is designed to enhance and optimize communication efficiency and customer satisfaction, which aligns perfectly with FXBO's mission to provide top-tier service to their clients."
Company
Voiso
Management
Greg Erikson, Head of Product, North America
Description
Voiso offers a contact center platform that enables call center managers to build, implement and manage call center environments without investing in special hardware. Voiso CCaaS provides a set of flexible tools to build custom call flows, and powerful real-time dashboards to identify and correct unproductive agent behavior
