• Empower your staff to deliver
    valuable, time and cost saving
    efficiencies whilst driving
    greater efficiencies and
    reducing costs.

     

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Live Support

Enable your support

Enable your support

Enable your Support Team to deliver better customer experience through efficient online engagement.

Power up your team
  • Better quality communicate with images, videos & file sharing.
  • Call centre
  • queuing
  • Prioritise and manage cases more clearly and effectively to make sure your adding value where is needed.

Connected Chat

enhance communications...

enhance communications...

Enhance communications, knowledge and expertise by connecting with people, teams, groups and guests.


Faster internal collaboration with pooled knowledge and expertise allowing for more accurate responses to customer queries.

 

Easily communicate and collaborate between people internally and externally.


Comprehensive security and privacy settings that enable you to save and search call transcripts.


Flexibility and scalablity with customisable teams and groups with no limits on amount.

 

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Customer AI and knowledge base

Customer AI and knowledge Base

Increase service user satisfaction

Increase service user satisfaction and
'intelligent self help' by providing an
‘always on’ response team, allowing
people to resolve their issues, anytime,
anywhere.

Provide an ‘always on’ customer experience

Provide an ‘always on’ customer experience and service people when you’re not there.

Automate interactions and personalise responses.

Harness your workforce’s true skillsets to tackle the complex issues.

Be empowered to categorise, prioritise and tackle issues that add greater value to you’re organisation and service users.

AI driven knowledge base allows service users to quickly and efficiently get to resolutions to their issues.

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Live support & Connected Chat features

Video chat

Video chat

Make real-time video calls. For when you need to show, not tell.

Schedules

Schedules

Set availability times for your teams, ensuring customers always know when someone is there to take a call.

Streams

Streams

Give your teams the ability to handle multiple chat streams at once.

Call transfer

Call transfer

Seamlessly transfer a chat to a subject matter expert on your team and give them a private description on what the call is about

Geo location

Geo location

Know exactly where the caller is located so you can provide emergency or location-specific assistance if needed.

Contextual heads up

Contextual heads up

Shows what page of your website the chat has been launched from for more context and precision.

Teams

Teams

Create and customise as many teams as you require.

Groups

Groups

Create groups of people and set privacy to keep communications secure.

Guests

Guests

Bring external suppliers and contractors into conversations securely to help solve customer queries quicker and better.

League

League

See who's doing the best work with leagues. A way to clearly see stats on your team and provide incentives.

Reports

Reports

Create repots on how your teams and staff are doing. View stats on timeouts, abandoned calls, resolutions, closure times, closed calls, calls by category and more.

Translate

Translate

Translate interactions between languages, so that you can provide responses to anyone.

Security & privacy

Security & privacy

Conversations are securely encrypted with the same security protocol as online banks - and all data is stored within the European Union.

Switching

Switching

Seamlessly switch between teams and groups to obtain and deliver information. Got a question about a specific issue? Speak directly with a supplier or subject matter expert in one chat and deliver that message back to your customer.

Omni-device

Omni-device

Any device, anywhere. Your visitors and teams are mobile, so your Live Chat should match. Accessible on desktop, tablet or smartphone. Omni device synchronisation meaning conversations are never lost.

Transcript

Transcript

All conversations and groups are searchable including links, files.

Media library

Media library

Share rich media from a secure shared repository.

Re-open

Re-open

Re-open closed calls incase you need to re-establish the call.

Drag and drop

Drag and drop

Grab and share files from your desktop, email or camera and share them into any conversation or Project Group. Link from popular social media channels to display videos, Tweets and more.

Dashboard

Dashboard

Get a two week snapshot of activities at a glance.

Categories

Categories

Set categories for calls so that you can understand what people are calling for in reports. Re-categorise mid-call or at the end if required.

Need a feature?

Need a feature?

Send us your ideas on what features you would like us to build next.

Request a feature

CX AI features

Always on

Always on

CX Bot will auto-activate when outside of availability hours or if no one is available. Making sure service users can always get what they need. If they can't, then it sends a callback request and log to the team to pick up when they are next available.

Forwarding

Forwarding

if CX Bot can't answer the question, it will either send the call to a support agent or send a callback request to the support team.

Intelligent response

Intelligent response

When a customer asks a question the CX Bot retrieves the relevant answers. If those are not quite right, it will deliver new answers and will never repeat itself. It learns which answers are the best and uses those.

Templated responses

Templated responses

Template responses to common questions (FAQs), so that you save even more time and personalise those responses to feel more human or fit within your brand's tone of voice.

Interject

Interject

If a support officer comes online when CX Bot is responding, they can interject and take over.

Need a feature?

Need a feature?

Send us your ideas on what features you would like us to build next.

Request a feature

Request a demo and see how Vocoll can help you and your team.

 

Get in touch and we will work around your busy schedule and show you all you need to know on how Vocoll can help improve your customer service and experience.


Request a demo

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Vocoll is part of a multiple award-winning, market-leading platform and service provider VerseOne Group, which is made up of VerseOne Technologies and Firebox Digital.