Sydney, Australia (PRWEB) May 22, 2014
Vocalcom, world leader in omni-channel unified contact centre software solutions, has through its agent in Australia, signed a memorandum of understanding for a multi-year supply agreement with Kinetic BPO Pty Ltd. The agreement was made with Calltime, the Australian based agent for Vocalcom. Paul Luketich, Managing Director for Calltime said, “Kinetic BPO has had an existing relationship with Vocalcom in Dubai for its Middle East operations. The extension of this relationship to its Australasian operations confirms their confidence in the Vocalcom Cloud Based platform for delivery of best in class customer interaction solutions. By using Vocalcom, Kintetic will be able to manage the entire customer journey on behalf of their customers. Interactions should not be limited to voice or email and now with Vocalcom’s offering they can now offer their customers other communication channels that are usually missing from other Contact Centre software solutions.”
The agreement will see Calltime supply contact centre software technology over a 3 year period and is said to be worth over $1M. Kinetic BPO’s CEO, Joe Tawfik, said: “We have positioned Kinetic as a Next Generation BPO provider specializing in elevating the customer experience for our clients. We believe the Vocalcom solution is unique in the Australian marketplace because of its rich omni-channel features, especially around social media like Facebook and mobile interactions. As more consumers move away from traditional channels such as voice and use the web and mobiles as their preferred channels the need to design an effortless high quality customer experience through these channels has become of paramount importance for companies wanting to deliver an exceptional customer experience.”
Smartphones, and tablets are rapidly changing the behaviour of consumers, always connected with a smartphone in one hand, and a briefcase or coffee in the other. Calling, texting, posting, sharing, reading. Companies cannot afford to get left behind. It is now imperative that companies have a road map for the future, for modern, mobile customer engagement.
The Vocalcom solution has uniquely created an intimate connection between self-service, the contact centre, social and mobile. Very few systems in the marketplace have been able to create such a tight connection between all these components.
Businesses can expect easily measurable and quantifiable return on investment, as well as reputational or brand-enhancement benefits, from expanding contact centre access to other channels that are growing in popularity. Kinetic BPO works with its clients to define, design and implement customer interaction solutions that help differentiate them in the marketplace. “An omni-channel design is an important component of the overall customer engagement solution we deliver,” added Tawfik.
Vocalcom is a global leader and technology provider of multi-channel Contact Center solutions for customer service, sales and telemarketing. Vocalcom challenges the complexity of existing Contact Centre solutions that are long to deploy, complex to manage and difficult to adapt. Designed by Contact Center people for Contact Center people, Vocalcom’s Effortless Contact Center™ provides clients with a solution that is fast to deploy, easily manageable and allows our clients to be innovative with the Customer Experience they provide. Used by over 3,500 companies in 49 countries, Vocalcom Effortless Contact Center™ is packaged as an inclusive all-in-one solution available on-premises or in the cloud.
For more information, please contact:
Vocalcom Middle East
P: +971 4 446 4100
Calltime was established to provide the best technology solutions availability to every contact centre operation at a realistic price and from inception, our goal is to transform contact centre's into successful customer engagement centre's. With Vocalcom, our technology solution partner’s all-in-one cloud contact centre solution, we have managed to achieve just that. It is designed from ground up to rapidly respond to business changes, and quickly push out new market offerings while improving the effectiveness of every customer interaction - with no IT support required. Our cutting-edge solutions provide all the new capabilities you need to create great multi-channel customer experiences, including ACD, IVR, fully blended call environment, predictive dialling, email, web, chat, or mobile apps call recording and monitoring, agent scripting, full suite of reporting tools, social (like Facebook) - all from the cloud within an intuitive and easy to use application. Awesomely Powerful and Easy-to-Use. That’s what makes us so different.
P: 1800 99 74 91
About Kinetic BPO
Headquartered in Dubai and Sydney, Kinetic BPO is a specialist business process outsourcing (BPO) company focused on providing Next Generation BPO solutions for companies focused on growth strategies. With more than 50 years’ combined industry experience, Kinetic’s leadership team has successfully serviced clients across the globe, including the GCC. A “Best Options” approach enables Kinetic to deliver solutions to clients addressing individual business specific to their operating market. The company brings global best practices for outsourcing across the full spectrum of customer interaction strategies to increase business profitability. With industry expertise and a commitment towards delivering agile solutions, Kinetic is the ideal partner for growing companies seeking to enhance their customer experience.
For more information, please contact:
P: 1300 780 556