Thursday, February 12, 2015

ITV wins coveted Customer Service award with Vocalcom Cloud contact center solution

Vocalcom is proud to announce that ITV, a new client for the company in 2014, has been awarded the “Best Customer Services in Telecom & Media” by UBM (United Business Media) achieving its best ever score of 95.6% satisfaction. The company achieved this despite tough competition from other blue chip companies such as BT, Virgin Media and SKY and while transitioning to the Vocalcom cloud contact center solution.

Vocalcom partnered with the ITV Viewer Services division in providing them with true unified communications through a cloud based contact centre solution and a platform for them to launch further technologies.

Stephen Morris, Head of Viewer Services for ITV responsible for selecting and implementing the Vocalcom solution commented the award: “We selected Vocalcom because they could provide everything we needed in one single package. We were looking for a “one-stop-shop”, a unified communications provider who could supply us with a real multi-channel customer management portal that incorporated everything from voice, email, white mail, SMS and socials networks. Vocalcom provided just that and were instrumental in the seamless transition between customer management systems.”

Michael Pavlou, Managing Director of Vocalcom UK & Eire added: “ITV were very clear on their objectives and we are very pleased to have accompanied them in their endeavour to enhance the way they manage their customer relations. With CRM teams spread across the UK, our Cloud Contact Software was a great fit for ITV and we will continue to support them in their endeavours to remain top of the CRM game”.


About Vocalcom Omnichannel Customer Service Solution
The Vocalcom contact centre software provides unique capabilities that enable agents to handle calls more effectively and move seamlessly between voice, email, chat, and mobile care. The solution allows inbound, outbound or blended contact centres to operate efficiently across multiple channels, with all-in-one reporting, and out of the box CRM integration. Designed by Contact Center people for Contact Center people, Vocalcom’s Effortless Contact Center™ provides clients with a solution that is fast to deploy, easily manageable and allows our clients to be innovative with the Customer Experience they provide.

About Vocalcom
With 20 years experience, Vocalcom is the leading pioneer in providing multi-channel Contact Center solutions for customer service, sales and telemarketing.
Used by over 3,500 companies in 49 countries for over ten billion contacts each year, Vocalcom Effortless Contact Center™ is packaged as an inclusive all-in-one solution available on-premises or in the cloud. For more information, visit