Communications as a Service (CaaS) Featured Article

Vocalcom Click2Star Cloud Contact Center Positioned for the SMB Market

September 16, 2015

If there's one thing that small and medium-sized businesses (SMBs) crave, for obvious reasons, it is more customers. However, getting more customers can be tough even in the best of times as consumers watch wallets and competitors stalk the land in search of market share. As featured recently on TMC’s (News - Alert) Contact center Services site, omnichannel contact center solutions provider Vocalcom may have just the thing to help with its new Click2Start cloud contact center, designed specifically for SMBs.

Vocalcom's Click2Start system makes setting up a contact center—or just modernizing one that's been around a while—a much simpler proposition. Because the solution is cloud-based, it provides access to some of today's customer interaction solutions without the need to put a lot of cash into upfront payments.

A big benefit being promoted is that Click2Start has been designed specifically to meet the needs of SMBs, and we are talking organizations with 30 or fewer users.  In addition, ease-of-installation and use for customers who typically do not have their own in-house IT shops is that It can take as little as five minutes to successfully install. And, again because it is cloud-based all of the contact center functionality is accessible by agents regardless of location.  In other words, home-based agents only need a computer and Internet connection to have a secure remote full-service work environment with access to all of the tools they need to be responsive and be monitored. 

This is a comprehensive offering.  Just to name a few of the wide array of features, they include:

  • Single screen access to a host of useful customer information
  • Enhanced caller ID
  • Skills-based routing tools
  • State-of-the-art interactive voice response (IVR)

In regards to the first point, managers have ready access to customer data with the On-Screen Caller Info system, and the entire system is automatically logged to a customer relationship management (CRM) tool, and Salesforce users get a boost from a new multichannel interface that links to the system.

That's a lot of capability from a single solution for SMBs, it should be the kind of tool that's worth looking into, especially for those who either—as noted previously—already have a contact center or want to bring one in.  In a 24/7/365 connected world, regardless of an organization’s size having not just the appearance but the ability to service customers and prospects with a compelling customer experience is truly mission critical.  What historically has been out of reach for SMBs thanks to solutions such as VocalCom’s (News - Alert) is that they can interact with customers just like the big guys.   




Edited by Peter Bernstein

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