Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND

MANAGING A WORK FROM HOME TEAM - FREE ONLINE CONFERENCE STARTS IN

Upcoming Events

MANAGING A WORK FROM HOME TEAM - FREE ONLINE CONFERENCE STARTS IN

INCREASE MOTIVATION - WHAT DRIVES YOU CRAZY AT WORK!

10 BEST PRACTICE IDEAS FROM AWARD WINNERS - Episode 1

Outsourcing - Tips & Best Practices

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

The whole organization is a customer service center – not everyone knows it yet! - Calabrio - ContactCenterWorld.com Blog

The whole organization is a customer service center – not everyone knows it yet!

Customer experience is today’s number one USP and it’s revolutionizing the way we do business. While the contact center remains the catalyst for service excellence, every single department must play its part. Rob Clarke at Teleopti sheds light on a few golden rules for corporate-wide customer service.

When research and analyst company Econsultancy conducted a survey for digital marketing trends, it asked companies to state the single most exciting opportunity for 2019. Customer experience came out on top: 86% of buyers are willing to pay more for a great customer experience, 73% of buyers point to customer experience as an important factor in purchasing decisions and 65% of buyers find a positive experience with a brand to be more influential than great advertising. All this underlines what organizations have suspected for some time. Rather than focus on products and price, companies are changing their business models to put the customer at the heart of everything and it’s permeating every single part of the organization.

There was a time when the contact center dealt with customers, leaving the accounts department to worry about the numbers, marketing to think up smart publicity campaigns, product management to develop exciting new offerings and operations to make sure the warehouse had enough stock to fulfill sales orders. The shift from product to customer service is turning everything on its head. To be truly customer-focused requires energy and attention from every department. The conversations that accounts, marketing, product management and operations have with customers, inside and outside the organization, are just as relevant and reflect the soundness or otherwise of newly introduced corporate ‘customer first’ programs.

Three golden rules for new-style customer service

To deliver the best customer experience, the entire organization has to work together, pool its knowledge and re-think processes. Everyone should develop the skills traditionally associated with customer care representatives and become highly adaptable, good communicators, problem solvers, excellent listeners and rapport builders. Organizations should ask themselves a new set of questions - what are our customer service goals? How should we plan our people and processes? What technology do we need to support a customer focus? Essentially, how do we galvanize our people to deliver on our customer first promise?

As seasoned experts in the field of customer care, contact centers have a strategic role to play. They are the driving force of customer service best-practice principles, ethos and learning throughout the organization. The following three areas are a good place to start:

1. Choose your people carefully

A good customer experience strategy starts with people. Look for candidates with high levels of emotional intelligence. These are the ones who instinctively understand how the customer is feeling and use that information to find the right words to influence a positive result. The best people are able to blend their intuition with science, for example, reading through a conversation with a Chatbot before picking up seamlessly with the customer. They also exploit their powers of conversation, empathy, creativity, intuition and negotiation to find the right solution for customers.

2. Pick the measurements that fit

Customers really don’t care if you can handle 100 calls every hour and keep them to 2 minutes each if they feel rushed or are passed from pillar to post, customer satisfaction suffers. Consider moving from time-based to service quality metrics such as First Contact Resolution (FCR). Focus on the metrics that matter to your customers and you’ll be on the right track.

3. Share knowledge and data

Successful contact centers know instinctively to work closely with other departments to get the answers and support they need to think outside the box and come up with new ideas for delighting customers. All employees should expand their spheres of liaison and influence beyond HR, marketing, resource planning, quality and training to create an effective, interconnected customer care network. Then, use collaborative tools such as internal chat, enterprise social media and CRM systems to share learning and tips for improving customer service across the whole organization.

Don’t forget workforce planning

Whatever their contribution, all departments should share a common ethos, consistent processes, measurement criteria and the right tools to make it happen. Make Workforce Management (WFM) the common facilitator. Use the latest solutions to:

  • Manage and adjust customer-facing staff schedules in real time to meet customer demand
  • Build a virtual library of talent, knowledge and qualifications to find subject matter experts and schedule them to support others wherever they work within the organization
  • Ensure readiness and future-proof your operations – your WFM system is a strategic forecasting tool and an intrinsic part of business continuity planning. Use it to right-size your organization and conduct ‘what if’ scenarios for all possible eventualities.
  • Discover the power of your data by harnessing all that integrates with, and the data that streams through, your WFM suite, to drive intelligent insights about operations, customer experience and employee behavior. From there you can make informed, dynamic decisions to take your customer care to the next level.

Build a robust Workforce Management (WFM) framework to fast-forward your organization-wide customer care program by ensuring customers get the service they want by placing the right data and people in the right place at the right time.

Source: https://blog.teleopti.com/2019/02/04/the-whole-organization-is-a-customer-service-center-not-everyone-knows-it-yet/

Publish Date: February 4, 2019 5:00 AM


2021 Buyers Guide Dialer Solutions

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
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.

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
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 t...
(read more)

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 



View more from Calabrio

Recent Blog Posts:
Data is everything in the new era of customer serviceMay 20, 2019 5:00 AM
Real-Time Adherence – the art of smarter schedulingMay 8, 2019 5:00 AM
Evolving employee engagement with Workforce Management (WFM)April 30, 2019 5:00 AM
Guest Blog: There’s a brighter future for contact centre agentsApril 12, 2019 5:00 AM
Centralized or de-centralized WFM: 5 ways to strike the perfect balanceApril 8, 2019 5:00 AM
How patient are your customers? Erlang A may have the answerMarch 25, 2019 5:00 AM
Evaluating if the integration between your WFM & CX platform will be a big “Yes”February 25, 2019 5:00 AM
The whole organization is a customer service center – not everyone knows it yet!February 4, 2019 5:00 AM
Resistance to change – the arch nemesis of customer experienceJanuary 22, 2019 5:00 AM
5 steps to supercharge your customer service with contextual intelligenceJanuary 7, 2019 5:00 AM

New 2021 Membership

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...
 259 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =