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Vocalcom, a provider of cloud contact center software and social interaction technology, recently published a release announcing the success of Australian Credit and Finance (ACF), a mortgage broker group, in implementing the Vocalcom Cloud contact center into its Salesforce ecosystem.

ACF has experienced substantial improvements to business operations as a result of its Salesforce investments, especially with regards to sales performance and customer service. In addition to connecting with more prospects, the company has seen a 32 percent increase in agent productivity, 20 percent reduction in average handling times and as much as 30 percent faster first contact resolutions. Customer satisfaction has also significantly improved due to more efficient call handling and ACF’s ability to personalize the customers’ journey through the contact center.

“Australian Credit and Finance was looking for a single cloud communications solution integrated within Salesforce to improve sales performance,” said Anthony Dinis, CEO of Vocalcom. “Vocalcom Salesforce Edition is a cloud communications, and customer engagement platform that takes full advantage of the distributed nature of the Salesforce platform, and we’re delighted to hear that the results have exceeded ACFs expectations and helped them build a strong competitive edge.”

Vocalcom’s solution integrated with Salesforce replaces the need for outdated, disparate systems across multiple locations, which generally have difficulty interoperating and can make the customer experience quite frustrating. ACF is focused on consumer marketing and lead generation in what is an extremely competitive industry, and with this solution the company can engage with customers through multiple channels seamlessly and with ease.

The Vocalcom Cloud Contact Center routes service tickets dynamically according to data sourced from Salesforce, ensuring calls are prioritized in the queue according to importance and matched with agents that are most qualified and in general the best fit for each individual customer. Each caller’s experience begins with a personalized greeting that sets a positive tone for what will hopefully be a successful call.

In addition to the direct benefits Vocalcom’s solution offers ACF customers, the company can operate with more financial freedom due to the relatively low cost of cloud contact centers. Furthermore, the solution is flexible to adapt to changing needs and can scale up or down as necessary.

“After a few false starts with other vendors, the team at Vocalcom and local distributor Quality Connex have been great in helping us get up and running,” said David Hyman, Managing Director of ACF. “We've been able to truly streamline our contact center (inbound and outbound) with a simple data model all sitting inside Salesforce. Due to the obvious financial benefits and flexibility, and the fact that regular upgrades and ongoing innovation are available without any additional burden on internal IT resources, we are better able to focus on reducing customer effort, which is what boosts acquisition and loyalty.”