Unified Communications

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Vocal One

Vocal IP’s Advanced Unified Communications Platform

Vocal One is the next generation cloud-based communication service provided by Vocal IP nationwide. 

Vocal One unifies the widest range of communication methods on mobile and desktop platforms, including HD voice calling, chat, web and video conferencing, SMS texting and Instant Messaging to create a unified communication platform for businesses.

Vocal One works seamlessly from desk phones, laptops, tablets and from any smartphone/mobile device. You can move seamlessly from one environment to another, for example moving a call from a desk phone to a mobile device.

Vocal One fully integrates three of the most common communication types into a single cloud-based application; calling, messaging and meetings. By unifying communications, users gain unmatched functionality and increased productivity.

Vocal One’s key features include Cloud Calling:

  • Move your business phone system to the cloud
  • One number for all your business calls on any device
  • Integrate your system with common business applications, such as MS Outlook, MS Teams, Salesforce, Netsuite, Zoho, etc.
  • Call Contact Center with omni-media options
  • Call recording, and transcription and analysis.

Vocal One’s key features include Messaging and Meetings:

Messaging

  • Direct and group chat
  • File sharing
  • Message, meet and share
  • Smart notifications

Meetings

  • Virtual Meeting Rooms (My Room)
  • HD Video Conferencing
  • Screen sharing
  • Collaboration

Vocal One includes an easy-to-use web portal where users can manage their account, features and settings from anywhere. Administrators can manage their users’ accounts, features, and settings from anywhere, as well as manage the overall Vocal One system’s features and licenses.

Vocal One is easy and fast to deploy and can be cost effective for smaller businesses as well as for the largest corporations with thousands of employees. Vocal IP provides trained and highly skilled engineers and project managers to custom tailor and deploy your solution. In most scenarios, we can set up your Vocal One system remotely so you can begin using it immediately.

Vocal One is supported by our 7/24/365 technical support team staffed with certified engineers ready to assist you with any request you may have.

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Vocal IP Contact Center

Vocal IP offers the latest cloud-based omnichannel Call Center Software for enterprise and business customers nationwide. Allow you customer engagement teams to multi-task any incoming contact, ensuring optimal customer service. 

Vocal IP’s Call Center Software is part of Vocal IP’s Unified Communications platform and it allows business to leverage their Call Center personnel to deliver the best possible customer experience by integrating calling with Web Chat, Web Call Back Requests, Texting, E-Mail and Social Media into their existing Call Centers.

The Vocal IP Contact Center connects your customer to an Agent quickly by using intelligent and flexible routing parameters. All media streams can be managed uniformly with consistent overflow, escalation and distribution policies. The software will also intelligently manage the Agents’ availability, making them unavailable when on a Web Chat. Sophisticated routing options for all media types and options connect customers to the best equipped Agent.

By providing blended experiences for your Agents, Vocal IP’s Call Center Software allows customers to scale their customer handling capability and process more transactions without increasing Agent headcount. All media calls are presented within the intuitive Agent interface, simplifying media handling. 

More and more customers prefer to chat with their Call or Contact Centers. Vocal IP’s Contact Center includes a fully integrated Web Chat feature where a customized widget appears on your website to offer assistance via Web Chat to customers. You can completely customize how the widget appears, which avatar and color scheme to use.

Vocal IP supports concurrent Web Chat sessions, providing your Agents with quick links to canned responses and links, improving customer service times and efficiency of Agent responses.

More and more customers prefer to chat with their Call or Contact Centers. Vocal IP’s Contact Center includes a fully integrated Web Chat feature where a customized widget appears on your website to offer assistance via Web Chat to customers. You can completely customize how the widget appears, which avatar and color scheme to use.

Vocal IP supports concurrent Web Chat sessions, providing your Agents with quick links to canned responses and links, improving customer service times and efficiency of Agent responses.

CALL RECORDING

Vocal IP’s Call Recording solution is fully integrated with our Vocal One Hosted PBX/UCaaS platform and provides your company with a variety of recording options, including “always on” or “on demand” recording. Ideal for call centers, healthcare companies, law firms and any other company with a necessity to record its calls, Vocal IP’s solution is in the cloud so there are no server or storage requirements on site. Once activated for an extension, automatic call recording will record all of the extension’s incoming and outgoing calls. Vocal IP’s Call Recording solution can be enabled for individual or multiple users and it is fully integrated with Vocal IP’s multimedia Contact Center solution. If used in combination with the integration of an application (i.e. Salesforce’s CRM), call recordings can be part of the CRM record of customer interactions. 

Recordings can be stored and archived based on the customer’s requirements and there are no limits to the number of messages a user can store. Recordings can be easily retrieved and played back with a few clicks, forwarded or downloaded for off-line storage. Call Recordings are stored in a regulatory compliant, fully redundant data center for the most stringent compliance requirements. Vocal One Call Recording supports specific customer compliance requirements by disabling forwarding outside the organization, if required. Call Recordings can be transferred to a variety of Natural Language Processing (NLP) and Sentiment Analysis tools via APIs. 

Vocal One’s Call Recording is a highly scalable solution that will grow and evolve with your organization.

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Voicemail and Call Transcription

Vocal One features an integrated voicemail application with Voicemail-to-email service. Voicemails can be delivered to any individual or distribution email address as a .WAV audio file, which allows users to easily listen to, forward and store messages. Electronically saved voice messages can be useful documentation for many companies, including healthcare organizations, law firms, financial firms, etc. 

In addition to Voicemail-to-email capabilities, Vocal One also offers a highly accurate Voice-to-text Transcription service. With the Voice-to-text Transcription, incoming Voicemails and recorded calls are transcribed, and the text is emailed to users or stored in the Vocal One web portal. Transcribed Voicemails and calls deliver two main benefits: Enhances productivity by making Voicemails and calls searchable. Users can read lengthy communications much quicker than listening to them. Secondly, by transcribing Voicemails and calls organization acquires full accountability of employees’ phone communications when can be utilized in a variety of ways from verifying spoken terms of an agreement to training and revealing disclosure of corporate secrets. Integrated CRM applications, such as Salesforce, can greatly benefit from transcribed messages, allowing to oversee and improve agents’ performance. 

Vocal IP’s Voicemail and Transcription services are fully integrated in the Vocal One portal and can benefit businesses of any size or type.

Find out more about our unified communications solutions.