Vocalcom Reviews

Pros

It gives me a high level solution that helps me plan the growth of my business across other channels. On top of that the support team is able to spot the weak points in my operation and provide custom solutions that match what I actually need.

Cons

The downside is that L4 support is not very quick when it comes to resolving issues or providing feedback especially when the product requires corrective or structural evolution changes.

Pros

Right away, this stood out for how flexible it is and how well it connects with other databases and systems. It really helps operators because they can handle everything directly from this instead of jumping between tools. The initial setup was quick which made getting started much easier.

Cons

One area that could use some work is the agent front and the CRM features built into the platform. I'd like to see the interface modernized and the internal CRM made simpler and more user friendly for agents to use.

Pros

Something that really adds value is how stable the solution is, along with how versatile Vocalcom can be. Both of those qualities make a real difference in the contact center solutions I deliver to my clients.

Cons

I don't really have major complaints but the after sales support response time could definitely be faster.

Pros

This has been a very stable platform for us and the overall quality of service has been really good. I also value how close and accessible the commercial contact is, along with the ongoing efforts to keep improving things. On top of that their willingness to be flexible and accommodating in commercial matters is something I truly appreciate.

Cons

What could be better is the support response time when a case needs to be escalated. I'd like to see those issues handled and resolved more quickly.

Pros

It brings together omnichannel contact center features, including inbound, outbound and AI, in one unified platform that's simple to manage and fast to roll out.

Cons

Native reporting could definitely be better. That said, all of the data is still accessible through the API if needed.

Pros

Using the on premise version let us choose our own carrier which has been a big advantage for keeping telephony costs lower across a multi country setup. Inbound, outbound and IVR are all fully integrated and that creates a more unified customer experience by allowing customer data to be shared across contact channels. The newer customer journey also brings digital channels into the mix making the overall solution feel much more complete.

Cons

The development of new features tends to move a bit slowly on the R&D side. CRM integration is also fairly limited, with only a couple of available options.

Pros

Being able to assign skills quickly is a big plus. On top of that the real time monitoring of agents who are online is extremely important.

Cons

When the tray is full, the resulting disconnections become a real obstacle.

Pros

One of the best things about this contact center solution is how intelligently it manages both inbound and outbound interactions while keeping client engagement strong. It also integrates very easily with an existing system which makes implementation much more convenient.

Cons

In my opinion, there's nothing to dislike about Vocalcom.

Pros

This has been the best software I've used for handling everything related to chat. It really covers all the chat features I need.

Cons

One thing that would make it even better is broader compatibility across all browsers.

Pros

Creating scripts is getting simpler and I can also handle Facebook messages along with website pop up chat from the same place.

Cons

The downside is that the application only works with Internet Explorer 11 and isn't compatible with Google Chrome.