Vocalcom is a global provider of cloud-based contact center software, best known for its flagship solution, Hermes360. Designed to streamline customer service, sales, and telemarketing operations, Hermes360 offers a fully omnichannel experience, integrating voice, email, chat, SMS, social media, and instant messaging into a single, intuitive platform. The software is available both in the cloud—hosted on Amazon Web Services—and on-premise, giving businesses flexibility in deployment. Hermes360 is AI-ready, featuring smart routing, conversational bots, and predictive dialing to enhance agent productivity and customer satisfaction. It also integrates seamlessly with leading CRM systems like Salesforce and Microsoft Dynamics, enabling personalized, data-driven interactions. With operations in over 47 countries and support for remote work, Vocalcom empowers organizations to manage over a billion customer interactions annually, making it a trusted partner for companies seeking scalable, efficient, and future-ready contact center solutions.
Vocalcom, the company behind Hermes360, was founded in 1995 in Paris, France, by Anthony Dinis. Since its founding, Vocalcom has grown into a global leader in omnichannel contact center software, serving clients in over 38 countries and maintaining a strong presence throughout Europe and beyond. The Hermes360 platform is the company’s flagship product, building on Vocalcom’s decades of expertise in contact center technologies.
Vocalcom has received a total funding of $75 million throughout its history. The company's sustained growth and market presence suggest a strong financial foundation.
Vocalcom's flagship product, Hermes360, is a comprehensive cloud-based contact center platform that represents the culmination of the company's innovation efforts. The platform is designed to be intuitive, omnichannel, and AI-ready, addressing the evolving needs of modern contact centers.
Hermes360 offers a unified communication thread across all channels, including phone, email, SMS, web forms, chat, digital messages, and social media. The platform provides agents with a 360° view of the customer journey through an intuitive interface, significantly improving both efficiency and customer satisfaction.
The solution is available both as a cloud-based platform (built on AWS) and as an on-premise deployment, providing flexibility to meet different organizational requirements and constraints68. This dual deployment option ensures that companies can choose the configuration that best aligns with their technical, financial, and operational needs.
The platform is AI-ready and facilitates easy integration of chatbots, voicebots, and Smart Pairing technology6. This AI integration enables 24/7 self-service options and adds intelligence to customer conversations, improving overall customer satisfaction while reducing operational costs.
Hermes360 connects seamlessly with major CRM systems, including Salesforce, Microsoft Dynamics, Zendesk, and HubSpot91. These integrations provide agents with comprehensive customer data and context, enabling more personalized and effective customer interactions.
Vocalcom has pursued strategic expansion through both organic growth and strategic divestments. The recent spin-off of Opportunity, a subsidiary of the Vocalcom Group, represents a significant strategic move that has allowed the company to focus more intensively on its core contact center solutions while freeing up resources for innovation and expansion.
The company has developed several complementary solutions that enhance the core Hermes360 platform:
Vocalcom has maintained a strong focus on continuous innovation, with significant investments in research and development. The company has been developing cutting-edge technologies driven by substantial R&D investments, particularly in cloud solutions.
The company released Hermes Net Version 5, which introduced several significant improvements, including more intuitive support for social channels such as Facebook and Twitter. This version represents Vocalcom's commitment to staying ahead of evolving customer communication preferences.
The platform now supports an extensive portfolio of social messaging apps combined with what the company describes as "the most powerful dialer on the market"6. This combination allows organizations to adapt their customer engagement strategies across multiple channels, including email, phone calls, callbacks, live chat, Twitter, Apple Messages, WhatsApp, and Messenger.
Vocalcom's culture appears to be deeply rooted in innovation and customer-centricity. The company positions itself as a pioneer in customer service technology, consistently working to "reinvent the customer experience" through technological advancement. This innovation-first approach is evident in their continuous product development and their early adoption of cloud technologies on AWS.
The company demonstrates a strong commitment to agent well-being and productivity. Hermes360 is specifically designed to ensure agent comfort and efficiency, combining AI-collected data with tools like the Smart Journey Creator to allow agents to focus on high-value operations.
Vocalcom serves a diverse range of industries and has built an impressive client portfolio that includes major global brands. Notable customers include Lafarge, Orange, Renault Group, AXA, BNP Paribas, Vodafone, Generali, and Le Figaro. This client diversity spans multiple sectors, including construction, telecommunications, automotive, insurance, banking, and media.
The platform serves various industries effectively, including:
Utilities
The company's solutions are particularly well-suited for organizations that require sophisticated customer engagement capabilities across multiple channels, whether they operate in-house contact centers or outsourced operations. The platform's flexibility in supporting both on-site and remote agents has made it especially relevant in the evolving work environment landscape.
Vocalcom Hermes360
By Vocalcom
