Case Study: Vocalcentre achieves more efficient, scalable customer engagement with Vocalcom Hermes360

How can you combine quality, expertise and manage costs to handle more than 3.8 million interactions per year?

Vocalcentre, created in 2008 and a leader in offshore contact centers for Central Africa, needed tools to support rapid growth, improve efficiency, and strengthen business activity monitoring while managing customer service operations for its partners. To meet these needs, Vocalcentre turned to Vocalcom and its Hermes360 omnichannel customer engagement solution.

Since implementing Vocalcom Hermes360 in 2009, Vocalcentre has benefited from a robust, scalable, and easy-to-use platform that supports 250 agents across multiple sites working 24/7. The solution also improved outbound campaign efficiency and helped Vocalcentre handle more than 3.8 million interactions per year, including over 3 million calls and 800,000 digital interactions annually.

Vocalcentre

Raissa Boundono

General Administrative Director of Vocalcentre