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Is your temporary Work From Home solution letting you down? - Evolve IP - ContactCenterWorld.com Blog

Is your temporary Work From Home solution letting you down?

On Friday, April 3rd, Zoom reported an outage due to strains reported on the cloud video conferencing platform. Because of this outage, clients were reporting error messages after attempting to log into Zoom’s web client. According to Zoom’s status page on Friday, their web client is currently under maintenance and they are trying to get the Zoom web client and web SDK back online.

Additionally, on Wednesday, April 1st, Zoom’s CEO, Eric Yuan, enacted a freeze on all feature development for 90 days due to security and privacy issues such as information leaks reported by users (a.k.a “Zoombombing”).

While Zoom gained popularity during the start of the COVID-19 crisis, the limitation of offering video conferencing capabilities alone coupled with the recent incidents have got businesses wondering if Zoom is a reliable and long-term solution.

Is this the rise or fall of Zoom? Is it indicative of a larger issue with a piecemeal approach to your work from home strategy (or lack thereof)?

What businesses need today – an integrated strategy

Most businesses, employees and customers that we’re interacting with today are looking for an integrated solution that strategically meets these three requirements:

  1. Enables everyone to work from anywhere on any device
  2. All-in-one voice-enabled platform-level collaboration solution
  3. Secure, scalable and long-term

Introducing Microsoft Teams

In a span of two years, Microsoft Teams has become the leading collaboration platform world-wide. It is used by 93 of the Fortune 100 companies and 44 million users daily. Microsoft Teams delivers world-class collaboration features such as collaborative, persistent chats, desktop sharing, file sharing, group editing, multi-party audio/video calling, remote/mobile/guest conferencing and more – all in one place, on one platform, with one click. But what about voice?

Introducing Voice-Enabled Microsoft Teams

That’s where Evolve IP comes in. Evolve IP combines the world’s most stable Cisco hosted PBX platform, with Microsoft Teams to deliver advanced PBX features and contact center functionalities that enable businesses to work securely from anywhere on any device. Evolve IP’s Microsoft Teams solution has helped our associates and customers successfully carry out business and work remote during this pandemic. And whether it’s the Zoom outage that was reported on Friday, April 3rd or a collaboration provider’s outage, Evolve IP has you covered.

Mobile Workspaces –  a better solution than ‘just’ Desktop as a Service

Ditch the VPN with Evolve IP’s Workspaces and give your associates easy identity management and access to all of their SaaS applications, as well delivers data center applications to any device, wherever your users are and whatever devices they are on. IT also features full cloud desktops for power users with heavy OS needs.

Integrated with Evolve IP’s collaboration and voice solutions we deliver a seamless, strategic Work Anywhere approach that keeps businesses productive, secure and mobile.

Business Continuity

With Evolve IP’s award-winning OSSmosis portal, clients can quickly and efficiently reroute incoming voice traffic to an alternate phone number. So during a crisis, an event of a natural disaster or a Microsoft Teams outage, your associates can enable the business continuity feature on OSSmosis and stay connected.

In addition to the call forwarding and remote office option available for voice via Evolve IP’s OSSmosis portal, our Microsoft Teams Direct Routing solution differentiates itself by delivering advanced PBX features, contact center functionalities, call recording, receptionist applications, 24x7x365 US based support and dedicated project management all via a platform level integration (and not a 3rd party software like most vendors out there). And because our solution is built on the world’s leading and most stable VoIP platform, Cisco, we can ensure reliability, security and uptime that no other voice-enabled Teams provider can.

We can help

Do you have a complete Work From Home strategy yet? Are you planning to adopt Zoom and add multiple vendors/solutions for PBX and contact center capabilities? Do you plan on providing virtual desktop options for your associates or deliver one-off access or are you planning to migrate to Evolve Teams Enterprise Voice, the only platform-level solution that integrates with the best technologies world-wide, Microsoft & Cisco?

Source: https://www.evolveip.net/blog/is-your-temporary-work-from-home-solution-letting-you-down

Publish Date: April 6, 2020 5:00 AM


2020 Buyers Guide Analytics

 
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

2.) 
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.
PH: +1 888-946-6878

3.) 
Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time
PH: 8005771872

4.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)
PH: 800-639-1700

5.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
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®, Aspect...
(read more)
PH: +302109241486

6.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

7.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

8.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

9.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

10.) 
ethosIQ, LLC

ethosAnalytics
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.
PH: 2816165711

11.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

12.) 
Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700

13.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
PH: 905-940-8844

14.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
PH: 00441352705810

15.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

16.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
 



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