February 18, 2014
Vocalcom Selects TapCrowd for Integrating Mobile Apps in Contact Center Software
By Calvin Azuri
Vocalcom announced the signing of a partnership deal with TapCrowd for integrating mobile apps for customer engagement within its product suite for contact center software. Following the development, Vocalcom rolled-out Vocalcom Mobile, the comprehensive platform for self-service mobile customer engagement. The platform is designed to eliminate the gap between the contact center representative and mobile consumer.
TapCrowd is a mobile technology company engaged in empowering organizations and event organizers to connect with the customers using personalized communication over mobile devices.
In a release, Anthony Dinis, CEO at Vocalcom, said “Vocalcom wants to manage the entire customer journey. Self-service features, the contact center, social and mobile have never been intimately connected. We change that today - not only for customer service but also for marketing automation and sales. We even wonder if we should make a difference. The Contact Center will become the Customer Engagement Center. Now the apps become the omni-channel link to the consumer. Personal, relevant, context-aware and direct.”
Vocalcom Mobile provides comprehensive features for organizations to engage with their customers through mobile devices. The new launch features a cloud-based drag-and-drop app builder in addition to integrated contact center capabilities. The contact center capabilities include WebRTC for face-to-face interactions, visual IVR, analytics, real-time profiling and targeting as well as instant campaign scripting.
Speaking of the association with Vocalcom, Niko Nelissen, CEO at TapCrowd, said “TapCrowd is really excited about this development. Mobile is a huge part of everyday life, more and more companies use mobile apps to stay engaged with customers. The magic that makes it all happen is big data.”
The other tools integrated within Vocalcom Mobile include Passbook Coupons and GPS tracking options for location-based target marketing. Further, Vocalcom Mobile enables business to design their own mobile apps without needing any technical skills to build features such as real-time contacts, one-touch calling, contextual routing, website integration and QR code.
Vocalcom is engaged in providing contact center software with more than 500,000 positions installed across 43 countries. Other services offered by the company include Web Live Customer Service, Mobile Connected Kiosks and Proactive Social CRM.
Edited by Cassandra Tucker