The technology platform behind DATAMARK’s outsourced contact center services is highlighted in a new three minute video on the company’s YouTube channel.

DATAMARK, a provider of a wide range of outsourced business services, uses Vocalcom’s cloud-based multichannel software solution for its call/contact center operations.

Vocalcom’s software has a number of features that support DATAMARK’s commitment to delivering outstanding bilingual (English/Spanish) contact center services to its clients’ customers.

They include skills-based routing to connect customers with agents who can provide first-call resolution; queue callback routing, giving customers an option to be called back by an agent, rather than wait on hold; and the ability for agents to easily engage with customers through their preferred non-voice communication channels, such as email, web chat, text and social media.

The platform also makes work easy for agents via a customizable, unified desktop application that provides in one browser window the information they need to resolve customers’ issues quickly.

For contact center managers and DATAMARK clients, the Vocalcom platform includes real-time performance reporting features and other data-collection tools necessary for efficient staff-level planning and process improvement analysis.

Check out the new video on DATAMARK’s YouTube channel.

The post New Video Highlights Vocalcom Software Solution for DATAMARK Contact Center Services appeared first on Outsourcing Insights.