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
[HIDE]

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

The Benefits of Modernizing Your Contact Center - DiRAD Technologies - ContactCenterWorld.com Blog

The Benefits of Modernizing Your Contact Center

contact center desk
Has it been 10 or more years since your contact center designed? Are you hearing from your customers and employees that others are doing customer service and support better than you? Then now is the perfect time to take a look at what new systems and features are available to businesses that allow them to provide a customer experience (CX) that meets and exceeds what today’s customer expects.

What Has Your Contact Center Been Missing?

A decade is a long time in business, particularly these last 10 years. As you can imagine, a lot has changed when it comes to what a contact center can do for companies and their customers. Here are some of the most popular contact center features that you may be missing out on if it's been a while since you upgraded yours.

  • Natural Language Speech, Connected to Artificial Intelligence. With the advent of Siri and Alexa, contact centers have the ability to create industry-specific “voicebots” that interact with callers as if they’re human. DiRAD solution leverage IBM Watson and Google AI. While not perfect yet, it’s coming. With voicebots companies benefit because they can provide support 24/7 without having to invest in additional staff. And customers benefit because they are able to get the answers they want faster. The speed at which AI is evolving is happening so fast that we are starting to see these systems replace IVR systems in some environments.
  • Working Remotely. The ability to work from anywhere is much less complicated on the new, cloud-based contact center solutions. This allows you to hire the best possible people, no matter where they wish to work from. It also provides employees to work remotely on days when getting to the office is challenging (i.e., snow days or sick children).
  • Omnichannel Communications. You never know what device a customer is going to try and connect with you on. With today’s contact center technology, you don't have to worry. The ability to manage, queue, and respond to customers on channels other than voice (SMS, email, webchat, social, even IoT devices) can be routed to an agent. And all of these interactions can be handled on a single agent screen so there is no need to have multiple accounts and windows open.
  • Omnichannel Awareness. Today there is the ability to maintain the context of any conversation while handing it off to a different channel. For example, if a customer service rep needs to take dialogue from a webchat to a phone call, she can do so while preserving all the information that was collected during the webchat. The same seamless transition can be done from channel to channel. If an employee needs to transfer a customer to a different department or a manager to facilitate a resolution, she can do so while keeping all customer information and previous conversations intact.
  • Employee Scheduling. Today’s contact centers can help you manage your employee scheduling. This has been around for a few years, but it now runs itself using powerful analytics that maximizes every Full-time equivalent (FTE) minute of the day.
  • Breaking Down Language Barriers. Today’s chatbot and voicebot technology has the ability to conduct 2-way translation. If there is a text message conversation between an English-speaking representative and a Spanish-speaking customer, the technology can translate everything that comes to the rep from Spanish to English. And everything the representative sends to the client will be translated from English to Spanish.

Is It Time To Modernize Your Contact Center?

Contact Center Icon

Contact Center Technology
Take customer service to the next level with an adaptable contact center & live answering solutions.

Explore Options

How does your contact center solution stack up to these latest features and benefits? If your current support level doesn’t offer these services (and more) then it is time to research how you can improve the customer experience you offer.

In fact, at this point in time, most customers have come to expect these capabilities (and more) from the businesses and organizations that they interact with. Although the new technology can be viewed as disruptive by businesses, it is disruptive in a good way in the eyes of consumers. Appointments can be made in the middle of the night through text. Queries can be answered through Internet-enabled devices while driving just by speaking. Whatever the channel, with whichever device the consumer prefers. That’s where it is headed, and in many ways, we are already there. So if your contact center is still using the same technology and same processes as it was a decade ago, modernization is going to be needed soon in order to deliver the CX your customers expect.

Are you ready to upgrade the customer experience your business can offer through your contact center? Connect with DiRAD today. Our experienced team will be happy to discuss what the goals of your business are, and how today’s contact center solutions can help you achieve them.

Publish Date: April 29, 2021 3:44 PM


2021 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
CTCOMM

Plantronics
Jabra
Sennheiser

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

7.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 



View more from DiRAD Technologies

Recent Blog Posts:
Get to Know the DiRAD Technologies TeamJune 8, 2021 3:17 PM
COVID Risk Surveys Weighing You Down?June 8, 2021 3:16 PM
Ryann Walters, Call Center DirectorJune 8, 2021 3:15 PM
Make COVID Surveys Touch-Free!June 8, 2021 2:43 PM
10 Businesses That Benefit From Outsourced Contact CenterJune 8, 2021 2:42 PM
DiRAD Tech Experiences Growth!June 8, 2021 2:36 PM
How is Covid-19 Affecting DiRAD?June 8, 2021 2:21 PM
Using IVAs Across PlatformsJune 8, 2021 2:18 PM
The Truth About What Virtual Customer Assistant Tech Is, and Isn’tJune 8, 2021 2:17 PM
Working From Home in the Age of CoronavirusJune 8, 2021 2:15 PM

About us - in 60 seconds!

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 =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =