Company Highlights for April & Vocalcom Annual Event | Quality Connex

Quality Connex have had a whirlwind March and start of April. Our CTO, Sarel Roets, has recently returned from Madrid where he attended the Annual Sales Kickoff for Vocalcom. This event is held exclusively for their global partners and as the exclusive Vocalcom partners within ANZ we were keen to find out where Vocalcom were focusing their initiatives.

Product Innovations

Vocalcom have spent the last 12 months innovating their products and ensuring that customer centric service is at the forefront for their customers. They have just released their new interface that is more agent-friendly and more intuitive than ever before. This is the first step toward a new API based platform (CloudX), coming very soon. Not only will this new platform be a breeze for agents to use, it will also improve functionality; allowing new channels to be added with ease.

If you are already a Quality Connex customer, and are interested in migrating your platform to the new interface, please discuss this with your account manager. If you are not an existing customer but would like a demo of the new platform, please get in touch with us. Vocalcom are already leaders in omni-channel integration and this new interface is an exciting indication of what to expect.

Salesforce Native Developments

For those using Salesforce Native, Vocalcom are striving to make everything even more native within Salesforce. The most notable update is that you can now run APEX code to trigger events from the IVR. This makes the end-to-end customer experience even better, as it increases the use of Salesforce within the IVR journey by adding more data points. By having this data available, data driven routing takes a new meaning!

MyPersonalVideo

MyPersonalVideo is a new channel to communicate complex and confusing information to customers ie bills, statements or loyalty plans. By personalising a video with their name and relevant information, this increases customer engagement and improves branding. MyPersonalVideo automatically segments customer data and creates personal videos on a variety of different topics that drives your customer to action. Customers can receive these videos via email, web or SMS.

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We’ve Moved!

Quality Connex have relocated our head office, from Pyrmont to Sydney CBD. You can now find us at 137 Bathurst Street, just near Town Hall Station. We are always keen to go for a drink, so invite us to your local!

2018-11-23T11:33:17+10:00April 4th, 2018|Article, customer journey, General, Omni-Channel|