VOSS Solutions has announced a collaboration with systems integrator KCOM to offer a management solution for both unified communications and contact center, enabling front- and back-office support from a single administration portal.
In 2012, UK-based KCOM became the first Cisco HCS Contact Center customer in Europe and VOSS has provided the UC management component to KCOM’s cloud communications platform ever since.
The offering addresses the need for management efficiency and customer control in today’s cloud delivered solutions, replacing what historically was a fragmented blend of manual effort, disparate management applications and spreadsheets. VOSS-4-UC offers a comprehensive and single domain management approach, through a single portal, helping KCOM to provide an enterprise-grade service.
“Customer self-service is hugely important to KCOM,” said Derek Lipscombe, director of sales at VOSS. “Their customers wanted to retain a level of control for themselves, and make simple changes without delay, irrespective of the fact they are taking a hosted cloud service. VOSS has enabled KCOM to satisfy this demand and greatly improve the customer experience.”
“Our customers are focused on their customers’ experience, that’s why they come to KCOM, so it’s vital that the partners we work with have the same priorities,” added Stu Smith, head of innovation and development at KCOM. “The innovations from VOSS allow us to pass on flexibility, accuracy and speed to our customers’ agents and reduce effort required by their customers and long may it continue.”
VOSS-4-UC also includes a northbound integration module, which gives KCOM the flexibility to integrate their HCS and contact center environments into their billing and CRM systems, so that as subscribers, agents and services are provisioned, these can be accurately and promptly billed.
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