Case Study: TRICOM achieves omnichannel service quality and growth with Vocalcom's contact center solution

TRICOM maintains 96% service quality with Vocalcom

TRICOM, a company specializing in B2B telemarketing and appointment scheduling for e-commerce, faced the challenge of diversifying its activities beyond its core outbound call campaigns while maintaining its high quality of service. To cement its leadership and expand into new markets like customer service, TRICOM leveraged the Vocalcom Hermes contact center solution.

By implementing Vocalcom's omnichannel platform, which includes a predictive automated dialer and intelligent call routing, TRICOM significantly improved agent productivity and performance. The results were substantial, with Vocalcom's solution helping TRICOM schedule 50,000 web appointments per year and achieve a 96% service quality score on its inbound calls.

TRICOM