Case Study: FIMAINFO achieves omnichannel customer service transformation to keep pace with market shifts with Vocalcom Hermes

Keeping up with market digital shifts through an omnichannel approach

FIMAINFO, an outsourcer specializing in customer service for the automobile, health and financial sectors, faced the challenge of keeping up with market digital shifts and adopting a true omnichannel approach. To address customer service and telesales needs across its Centre Relations Clients operations, FIMAINFO selected Vocalcom’s solution, Vocalcom Hermes, to modernize its contact center capabilities.

Vocalcom implemented the Vocalcom Hermes omnichannel platform to unify channels and support operations across three contact centers in France, connecting 450 agents and third-party users and handling more than 1.3 million calls per year. The Vocalcom deployment enabled FIMAINFO to scale customer service and telesales, strengthen its integration into clients’ value chains, and sustain its market presence across automobile, health and financial verticals.

FIMAINFO