As your business continues to grow it is important to strengthen your customer service processes in order to meet your audience’s needs. At the same time, you need technology on your side that will help with outsourcing call center services so you can reach your goals. DATAMARK’s call center outsourcing infrastructure is designed for reliability and redundancy, using multiple carriers including AT&T and Verizon.

We can integrate to a client’s platform, such as Avaya and Cisco, or we can deliver service using a cloud-based multichannel contact center provided by our technology partner, Vocalcom. This allows you to use the existing infrastructure you have while adding the service, resources, and support that DATAMARK provides.

A proven platform that allows for quick deployment and ease of scalability, Vocalcom cloud call center outsourcing software brings together multiple communication channels—voice, email, chat, and social media—into an easy-to-use unified agent interface. No matter how your customers choose to interact with your organization, our outsourcing call center agents will be there to provide them with the assistance they need. Professional contact center agents are available for your callers at all times. The Vocalcom solution offers a wealth of features for delivering customer support excellence and a suite of administrative and analytical tools to optimize contact center operations.

Vocalcom cloud contact center software key features include:

  • Skills-based routing
  • Queue callback routing
  • Callback scheduling
  • Last agent routing
  • Multichannel virtual queuing
  • Advanced voice interaction (IVR)
  • Seamless CRM integrations
  • Easy and powerful customization
  • Dashboards and reports
  • Time zone and Do-Not-Call-List management
  • Automated broadcast
  • List and campaign management
  • Email management
  • Intelligent email auto-response
  • Webchat
  • Video chat
  • Visual IVR
  • Social media monitoring and engagement