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Vocalcom awarded 2016 CRM Excellence Award

Vocalcom, a leading global provider of cloud-based customer contact center software for sales and services, announced today that TMC, a global, integrated media company, has named Vocalcom as a 2016 CRM Excellence Award winner, presented by CUSTOMER magazine.

It used to be that companies invested a ton of money in customer service lines staffed by entire departments of employees waiting, on bated breath, to answer client calls. Well, things are changing. As our world becomes increasingly digital and global, it is essential for companies to delight both new and existing customers at every opportunity. While the need for customer service representatives still exists, the need for every client interaction to be handled over the phone or email, does not. Conversational text messages, in-app messaging, Facebook Messenger, WhatsApp, Telegram, are chat channels that allow your customers to contact you in real-time or asynchronously through a single thread. Customers love it because it allows for easy and quick help that doesn’t include annoying hold music – and is not limited to text. You can exchange photos, videos, links, and even geolocation data to best serve your customer.

Over these last 2 years, our product has evolved from multi-channel contact center software into a conversational commerce platform. We have introduced unassuming yet powerful updates, such as the industry-first intelligent reconnect, and innovative leaps forward, such as personalized video-message on-the-fly and conversational messaging. The platform offers data-rich context for each interaction and agents are equipped with the best resources to address each engagement (contact screen pops, call notes, omnichannel contact history, location, customer feedback and sentiment), all through a single interface, whatever their CRM.

“Conversational experiences represent a fundamental shift that is going to change the way companies interact with their customers, enabling faster, easier and better customer services,“ said Anthony Dinis, Vocalcom CEO. “Vocalcom is outperforming the rapidly expanding cloud customer contact market, and with our world-class technology, relentless commitment to driving innovation, market position and momentum, coupled with a multi-billion dollar market opportunity, we look forward to continuing our growth trajectory. This award is further testament that our cloud solutions really are best-in-class and we’re honored to have been formally recognized.”

“The 17th Annual CRM Excellence Award honors NewVoiceMedia for being a true CRM partner to its customers and clients,” said Rich Tehrani, TMC’s CEO and Group Editor-in-Chief. “NewVoiceMedia has demonstrated to the editors of CUSTOMER magazine that ContactWorld for Service improved the processes of its clients’ businesses by streamlining and facilitating the flow of information,” added Tehrani.

Based on hard data, the CRM Excellence Awards rely on facts and statistics demonstrating the improvements that the winner’s product has made in a client’s business. Winners were chosen on the basis of their product or service’s ability to help extend and expand the customer relationship to become all encompassing, covering the entire enterprise and the entire lifetime of the customer.

The 2016 CRM Excellence Award winners are highlighted in the June 2016 issue of CUSTOMER magazine.