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FCR Solutions Spotlight – Contact Center Tech to Watch from Q2 - FCR - ContactCenterWorld.com Blog

FCR Solutions Spotlight – Contact Center Tech to Watch from Q2

It’s been an interesting quarter in the contact center technology space. Before jumping into some of the cool tools I’ve seen recently, let’s first run through four updates from technologies I’ve mentioned in the past.

  • Zendesk just announced their new omnichannel platform. I’m particularly excited about their Guide and Explore products.
  • Salesforce announced that Desk.com is going away in March 2020 and they’re moving customers to Service Cloud Lightning.
  • Nanorep, a platform that we’ve mentioned for AI-driven self-help was acquired by LogMeIn.
  • Wise.io, a machine learning tool to help agents with macro selection was acquired by GE and then spun out AnswerIQ to continue their work with contact centers.

Now, here are four technologies I’ve seen in the past few months that are worth your attention.

This is a customer engagement platform that gives us a fresh look at omnichannel customer service. Where in traditional platforms customer interactions might live in their own individual tickets on various support channels, Kustomer puts the interaction into a timeline regardless of the channel. Information about orders, shipping, etc can also be displayed in the same timeline, making it a snap for agents to have complete context about customers without having to open a bunch of windows.

 

The ability to see a customer’s screen is an incredibly powerful tool for support agents. Median has developed their CoBrowse tool that integrates with chat platforms like LiveChat, Olark, Intercom, Zendesk Chat, Kustomer, and several others. Not only can you see the customer’s screen but you can see where they are on the screen and highlight key information for them.

 

Great customer service is often fueled by the ability of support agents to follow processes accurately and consistently. To better facilitate this, BrightReps has developed an app called Sidekick that can be used with Salesforce, Zendesk, or as a Chrome plugin to create workflows for agents to follow while supporting customers. They also have integrations with EasyPower, ShipStation, Shopify, and others to be able to quickly see the order status information that customers frequently contact support about. One of my favorite features of BrightReps is the heat map functionality in each process flow that gives understanding of where agents are spending the most time in each process.

We’ve discussed other self-help tools in the past that put knowledge in the right places for customers to be able to self-solve their issues and AnswerDash has a great approach to this. Knowledge base content can be added to any web page so customers don’t have to hunt for it. With robust searchability, customers quickly locate the information they’re looking for and can indicate whether or not the content solved their problem. Furthermore, AnswerDash integrates with Zendesk, Salesforce, and others which means there’s no need to migrate knowledge from another platform.

That’s four updates and four cool technologies. Check these out for yourself, let me know if you have any questions, and certainly send me a note if you have any other must see tools for me to check out.

Source: http://www.gofcr.com/contact-center-tech-to-watch-from-quarter-2/

Publish Date: July 5, 2018 5:00 AM


2021 Buyers Guide Telecoms

 
1.) 
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:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

10.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 



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