Voca CIC’s New Omnichannel Experience

Are you using voice, email, and webchat customer engagement channels yet? Are they receiving equal attention?

Let’s face it: managing multiple customer engagement channels typically leads to your agents running from queue to queue and screen to screen to solve a customer issue.

Voca Conversational Interaction Center's new omnichannel experience empowers agents with managed multitasking across voice, webchat, and email channels – all from a one-screen app in Microsoft Teams.

• Unified Agent Workspace: Engage with customers in every channel from a one-screen view.
  
• Omnichannel Support: Deliver consistent service across all your customer touchpoints.
  
• Channel-Specific Availability: Optimize agent workload by setting availability for each channel.

For a live look of Voca CIC’s omnichannel experience you’ll sit down with Gidi Adlersberg and John Wesselman of the Voca Conversational Interaction Center team.

P.S. Voca CIC was recently voted the #1 Microsoft Teams Contact Center during the 2024 CX Awards!