Case Study: TRICOM (Tunisian outsourcer) achieves omnichannel growth and 96% service quality with Vocalcom Hermes

TRICOM Relying on an omnichannel solution to win new markets

TRICOM, a top‑5 Tunisian outsourcer with 95% of its business in the French market, faced the challenge of cementing its leadership in B2B telemarketing and appointment scheduling while expanding into customer service and e‑commerce, improving agent productivity, and enabling remote work. To meet diverse client needs and integrate with multiple customer systems, TRICOM selected Vocalcom’s Hermes contact center solution.

Vocalcom delivered an omnichannel platform with predictive outbound dialer, full media blending, scripting and open integration (including payroll and reporting), plus intelligent skills‑based routing. The implementation boosted productivity and quality—supporting 30 million interactions per year, ~50,000 web appointments annually at a ~10% conversion rate, a 96% inbound service quality score and >80% satisfaction for the DECATHLON program within three months—while enabling rapid remote deployment and better agent recruitment/retention through real‑time KPIs.

TRICOM

Ahmed BEN FRADJ

Chief Executive Officer and Founder