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Vocalcom, the global leader in customer experience and omnichannel contact center solutions, has been recognized by Frost & Sullivan in its « Frost Radar 2020: European Contact Center as a Service Market » report. This recognition awards the company’s expertise and development in the cloud contact center solution market.

In its report, Frost & Sullivan places Vocalcom in its keep its top 19 European cloud contact center solution providers, out of 150 total companies evaluated. Vocalcom’s solid growth as well as its ability to innovate constantly were recognized by Frost & Sullivan and affirm its positioning as a market leader.

Carlo Costanzia, President and CEO of Vocalcom, states: « This recognition by Frost & Sullivan is a strong sign. We constantly strive to innovate and provide the best technologies to meet contact center needs in order to improve customer experience and engagement on all communication channels. R&D is part of our DNA and we are pursuing the development of our cloud offerings, on our existing Vocalcom Hermes360 and Vocalcom Salesforce Edition solutions, but also on new cloud platforms and innovative services powered by artificial intelligence.»

Frost & Sullivan identified Vocalcom in its report for its solid positioning in the market, notably :

  • Vocalcom’s growth in the cloud, above market-average, driven by the expansion of its cloud-based offerings
  • The launch of the new Vocalcom Hermes360 cloud solution, which includes advanced inbound contact management, omnichannel and AI capabilities, and the expansion of its Vocalcom Salesforce Edition platform delivering native Salesforce CTI integration.
  • The development of machine learning-powered features that give customers a seamless transition to agent-assisted services as well as the ability to integrate with bots.

« Vocalcom provides an outstanding solution with cutting-edge capabilities and a wide set of value-driven features that enable clients to efficiently manage customer services through numerous channels», comments Federico Teveles, ICT Analyst at Frost & Sullivan. « Vocalcom is one of the few companies in the European market offering two advanced CCaaS products – Vocalcom Hermes360 et Vocalcom Salesforce Edition. The company leverages it experience and flair understanding of the market to achieve technological excellence and outstanding product innovation ».