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.