Vivocha: Breaking through the Conventional Customer Experience
Gianluca Ferranti, Co-Founder & CEO
Backed by over 20 years of rich experience in the CRM and Contact Center industry, Gianluca Ferranti and Federico Pinna—the two co-founders with a passion for the intersection between innovation, technology, and business are well known in the circle. Vivocha’s genesis was a natural progression when they tapped into the opportunity to introduce an easily deployable and manageable platform to the market in an attempt to disrupt the conventional customer experience landscape. With the two at the helm, Vivocha is governed by the mission to make customer interaction easy in an era where the digital channels are moving the dynamics for the traditional voice-based customer. Considering the firm’s humble beginnings as a startup, Vivocha currently holds a sweet spot in the customer engagement landscape as forerunner delivering ‘next-generation customer engagement’.
“While people use advanced technologies to communicate in their daily lives, the customer experience space is still lagging behind in terms of fast means of communication,” remarks Ferranti, Co-founder and CEO, Vivocha. He adds that toll-free numbers and other consumer dialing methods tend to obstruct the communication between the customer and the agents. As customer experience is one of the most critical factors that drive brand success, companies are significantly leveling up their communication strategies to the social media platforms.
In an attempt to bring a digital edge to the customer experience strategies, Vivocha empowers businesses with a cloud-based Next Generation Customer Interaction platform that engages and communicates with prospects and customers right on the client’s website or mobile app, using video, voice, chat, and collaboration tools like assisted browsing and form and document sharing. The fully integrated platform is designed to conduct and streamline live customer-agent interaction using Chat, Click2Call, Co-browsing, Video Chat, and Call Back features. Besides, Vivocha allows the customer to share content and fill forms on behalf of the firm for productive management of customer requests. Vivocha ensures that all businesses, irrespective of their size, become adequately equipped to create a digital campaign and deploy it in a graphical interface; the entire process enables organizations to keep customers engaged throughout the campaign.
Vivocha currently holds a sweet spot in the customer engagement landscape as forerunner delivering ‘next-generation customer engagement’
Ferranti recalls an instance where Vivocha assisted one of the largest insurance companies in Europe in transforming their traditional customer engagement strategy to a more digital retail model. Vivocha guided the client across several services with a digital-first approach, including the creation of the website and the mobile applications, along with the integration of chatbots, to support dialog before escalating the call to an agent. Moreover, Vivocha allows streamlining of the process via a mobile application, where users can avail remote assistance instead of waiting for a ticket.
Recently acquired by the Italian BPO giant Covisian, Vivocha currently serves more than 150 global clients, including banks, and companies in the insurance and media industry. Enjoying a stronghold in the European market, the company is also expanding its footprint overseas. Vivocha looks forward to incorporating Information Exchange and human assistance technology into their conversational platform to enhance the efficiency of the platform by minimizing the interruption costs. According to Ferranti, this will result in the seamless functioning of chatbots and provide support as and when the demands arise.
Moving ahead, Vivocha has major plans to promote text-based communication synchronized with messaging technologies for call centers and customer experience projects. That’s not all; Vivocha aims to accelerate the transition of customer experience platforms from traditional to integrated ones with management components. “Vivocha has experienced 13 quarterly double-digit consecutive growth and we are expecting a 50-60 percent growth in the current year,” concludes Ferranti.