Vocalcom recently announced the launch of Click2Start, a browser-based telephony solution designed for the SMB market. With a computer, browser, Internet connection, mic, and audio anyone can have the application up and running in about five minutes.
Vocalcom is a Paris, France-based company that develops contact center, live chat, IVR, and Salesforce integration solutions. MagicJack, ITV, Australian Credit and Finance, Database Factory, and Pixmania.com are some of its prominent customers.
The biggest strength of Click2Start is its simplicity. In addition to the fast setup time, it has an intuitive UI, so agents require little or no training. Regardless of the source, whether it’s an email, text, phone call, or social media post, all contact with a customer is managed through the same application. Its ease of use makes it a great option for SMBs, which often do not have the budget for in-house techies to keep everything running.
One of the more significant emerging trends in the business world is telecommuting. Gallup’s latest Work and Education poll found that 37 percent of U.S. workers claim they have telecommuted. A study conducted by Forrester Research several years ago predicted that telecommuters would make up 43 percent of the working population, a total of 63 million workers, by 2016. It appears that the findings of that forecast are occurring as predicted.
If a company is going to set up a call center in 2015, there had better be a good reason for limiting agents to working only from an on-premises workstation. Forbes writer Drew Hendricks cites several factors that influence the growth of telecommuting.
Improved videoconferencing technology means it’s no longer necessary to have as many face-to-face meetings. Businesses can save costs on furniture and utilities by allowing some employees to work remotely. Several studies support increased telecommuting and Hendricks also mentions that more businesses seem to be open to it than before.
From a call center perspective, supporting remote workers makes sense in so many ways, especially with a solution like Click2Start. A company doing business internationally could easily setup agents around the globe. This would provide both multilingual and multi-time zone support. Even if a call center wasn’t global in scope, having agents work remotely would still provide more round-the-clock coverage.
Vocalcom has designed a solid solution in Click2Start. A small business can easily have a fully functional call center running quickly, provide support 24/7, and accommodate remote agents without complicated hardware or software installations.
Edited by Dominick Sorrentino