Bryan Martin recently published a blog talking about the real world challenges of going global in the enterprise communications space and talked about some of the things we are doing at 8x8 to help make it easier for our customers to do business as global companies. Today I wanted to have a similar conversation specific to the Contact Center and some of the challenges that going global poses in this market.
In today’s global economy, more and more organizations are expanding their Contact Centers around the world. There are a number of drivers for doing this: the availability of highly skilled, lower cost talent in many parts of the world; the need to support customers and prospects that need help or want to buy from you in different locations around the globe; or the acquisition of another company that suddenly opens a new geography for your business.
While running a global organization can be exciting and generate a great deal of frequent flier miles, managing customer relationships across the globe creates a whole new set of challenges for contact center managers. Some key challenges facing global contact centers:
Managing equipment: The headache of managing equipment at multiple sites in different locations around the globe is a real challenge. Having technical expertise on site on different continents forces companies to open large call centers with a whole lot of agents just to justify the underlying costs to support their presence in the area.
Local phone numbers: In many cases, companies end up with regional phone numbers to serve multiple countries instead of local numbers for each country. This can be a competitive disadvantage when prospects see that you don’t have a local phone number in their country. Having a regional presence is certainly an advantage over forcing customers to find you on another continent, but simple issues such as managing phone numbers can limit this advantage. It’s easy enough to point multiple phone numbers at a single contact center, but how do you get local numbers in countries where you have no presence?
How well does your service provider deliver phone numbers for different locations across the world? If you have a small group isolated far from the rest of your offices, it becomes very difficult to get competitive rates for your telephony traffic, and those costs can add up quickly.
Hair pinning calls around the world: In many cases, cloud vendors will serve customers from a single data center in one location in the world. This means that calls that take place far away from the data center need to travel around the world and back, even if they are connecting customers who are calling local agents.
Call latency: Sending calls around the world creates latency, which leads to confusion. Latency is a time lag that happens when signals are forced by bad call routing to travel long distances. People think that it is their turn to talk, so they end up talking over each other. The lag from when someone starts talking and the other person hears is long and creates a great deal of confusion on the call. When a digital voice stream moves across long distances, packets are lost causing jitter, dropped calls and other call quality issues.
Adding Data Centers Helps: The most mature cloud vendors provide their customers with a solution to this problem by providing data centers around the world. This eliminates the need to hairpin calls around the world, but it’s only a partial solution to the problem.
Creation of multiple teams: One of the biggest benefits of a cloud contact center system is that you don’t have to have your agents all in the same physical location. Agents can work from anywhere and be part of the same team, connected to the same cloud-based system. Unfortunately, this breaks down in a global environment where agents need to connect to different data centers around the globe.
Most cloud vendors cannot create a system for a company (generally referred to as a tenant) that spans multiple datacenters. This means that each physical location is required to function as a completely independent group, with separate management tools, reports, and administration.
If a company wants to have its global contact centers function as a single unit they will need to build all sorts of highly customized overlay tools and reports on top of their system to make it function as such. This makes it very hard for a global contact center to function as a single team.
Create a Global Tenant! Moving infrastructure to the cloud allows companies to scale down the number of agents it takes to be cost effective at any given location. Instead of needing a room full of agents to cost-justify a system, companies can now have a couple of folks working out of a small office anywhere in the world. Agents can even work from home or wherever they are most productive.
Connect Locally, Manage Globally: With 8x8’s Virtual Contact Center we have separated the media server function from the administration functionality. This means that you can now have agents working around the world, connected to their local data center but managed from a single, central location.
With this approach, you can have the best of both worlds. All telephone connections can be handled locally to ensure high-quality interactions and control telephony costs. You can also manage your distributed contact center as a single team with one set of administrative tools, one set of reports and one configuration tool. Your agents all have the exact same set of tools wherever they are in the world, and you can provide a consistent experience to your customers around the globe.
With the global capabilities of 8x8 Virtual Contact Center, your global contact centers are better connected. You can now provide local phone numbers to your customers to make it easy to reach you, you can ensure high-quality calls by avoiding having to bounce calls around the world, and you can manage your team as a single entity to ensure you are in complete control of agent productivity and your customer’s experience anywhere in the world.
Publish Date: August 5, 2016 5:00 AM
This real-time walldisplay is able to show every form of contact in a clear wallboard, with the necessary KPI’s per channel; like phone, chat, etc.
|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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|3.)||Call Tracking Metrics|
Today’s customers aren’t always willing to pick up the phone to talk to a business, which is why an omnichannel communications strategy is essential. Because our software tracks chats, texts, and form submissions in addition to calls, we make it easy for you to interact with customers in their preferred method of communication. Take your strategy to the next level by utilizing our automated tools which can generate instant communications back to your customers as soon as they contact you.
ContactPro empowers agents to efficiently serve customers in today's demanding world of Omni-Channel communication. The state-of-the-art technology solution helps contact centers to leverage their existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction.
With a strong focus on Omni-Channel functionality ContactPro defines a new method for integrated traditional voice contacts, emails, fax and documents with modern web and smartphone communication for any WebRTC, chat, assistant browsing and file sharing, online presence, SMS/IM (text) and social media activities. Additionally, the web supervisor functions provide simple reporting and full me...
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|5.)||Comm100 Network Corporation|
The Comm100 omnichannel customer experience platform powers real-time interactions via web, mobile, and messaging. We make it easy for organizations to answer questions, solve problems, and keep customers happy.
From front-line marketing and sales to ongoing service and support, Comm100 enables great digital experiences that drive revenue without increasing costs.
CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.
PH: 01442 458300
eGain omnichannel customer engagement solutions power digital transformation for leading brands.
Guided by AI, knowledge, and connected analytics, eGain’s customer engagement suite enables excellence in digital-first, omnichannel customer engagement across digital self-service, including virtual assistance, messaging, chat, social, and email, seamlessly integrated with voice.
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Customer Engagement Platform
The Customer Engagment Platform (CEP) collects multichannel interaction and application data from all channels, across multiple systems, providing a single, complete data source for ethosAnalytics to access and display information in useful, usable ways. CEP provides companies with scalable and repeatable software for big data solutions.
Directly engage customers through an effortless Video chat via your web page or mobile APP with a secure platform. Escalate from an existing chat or create a brand new video conversation, use desktop sharing and co browsing, record and track every step of the customer journey
|12.)||Fusion E-Solutions LLC|
omnichannel support service, BPO services
We help businesses in their administrative and repetitive jobs as a be-fitting virtual assistant service provider. With an objective to reduce in-house burden, save time & money, and regain focus, we show flexibility in working 24/7 for clients with dynamic needs.
|13.)||Hodusoft Pvt. Ltd.|
Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.
HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.
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|14.)||Lieber & Associates|
Omichannel Migration Consulting Services
Lieber & Associates provides technology, management, and operations consulting services to transform departments into omnichannel contact centers. After assessing current operations, the firm delivers a roadmap for testing and implementing technology, metrics, training, and any staffing required to meet omnichannel goals. The firm also advises on programs to migrate customers to the new channels.
Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.
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70,000 health-related searches are made on Google every minute. The digital front door as a channel is more important than ever for helping consumers access care. OrbitaENGAGE, leverages powerful conversational tools such as chatbots, voice search, and voice SEO, which guide consumers as they search for and navigate care. Capabilities focus on call deflection and include: Find a doctor or location , Appointment scheduling , Healthcare FAQs, Virtual triage
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