Last month, Congress reintroduced a bill that could deter certain companies from sending call center jobs over seas.
The United States Call Center Worker and Consumer Protection Act of 2017 would make certain offshoring call center companies ineligible for grants or guaranteed loans from the government.
If the bill is accepted, it will require companies to to notify the Department of Labor at least 120 days before relocating outside the United States. Those who don’t will be subject to a penalty of up to $10,000 per day. Once a company is blacklisted by the Department of Labor, they will remain on the list for up to three years after each relocation and remain ineligible for federal grants or federal guaranteed loans for five years. Furthermore, the bill will require offshore contact center agents to disclose their physical location to customers and offer the option to transfer to a U.S. based representative.
If you are expanding overseas, plan on relocating your current contact center, or currently have offshore contact centers this bill could impact your growth, finances and general practices. It’s important that you take notice now and prepare for the worst.
The structure of your contact center, your overall strategy and infrastructure will dictate the impact of this and future policies. Globalization continually faces off with nationalism, and the political rules and regulations may create about-face reactions from companies. It’s easy to get caught off guard.
Cloud contact centers have a clear advantage in the crossfire of this policy war. On-premise contact centers aren’t just relocating employees when they move locations; they have hardware and software baggage as well as carrier agreements to consider.
In a volatile process of up- and down-scaling contact centers internationally, cloud companies have the benefit of adding and removing agents at will. They can restructure their routing systems to accommodate new policy and deploy broadly without many boots on the ground. Cloud contact centers give companies the ability to shift resources and manage from a single, universal dashboard. It’s just one more strong case for enterprise companies to consider cloud contact centers.
Outbound call centers will remain under-fire for selling across borders. Too many scams and black hat call centers overseas have bled into U.S. territory. Similarly, inbound call centers are embroiled in controversy around lack of “local” and “informed” support. It has taxed American patience, and congress has taken notice.
The U.S. Call Center and Consumer Protection Act isn’t a sure thing, but this isn’t the first time it’s been proposed, and lawmakers on both sides of the table have made it clear that they plan to crack down on offshoring. Companies with a clear and dynamic strategy, flexible contact center infrastructure and smart management systems will have a significant advantage if this bill passes.
Publish Date: April 4, 2017
|1.)||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.
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all 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®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.
Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.
Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.
- Year-round NTA metadata
- Daily CSV files upload to Customer business applications
- Capture packet to Wireshark for Deep Packet Inspection (DPI)
- detect traffic anomalies
- and more ....
|10.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
|11.)||The Primas Group|
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.
*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more
As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.
|The Force is Strong at Five9||May 4, 2017|
|My Highlights from Oracle Modern CX 2017 – This Year Vs. Last Year||May 2, 2017|
|Could Congress Force Call Centers to Stay in The US?||April 4, 2017|
|3 Reasons Why Customers Choose Five9, In Their Words||March 29, 2017|
|Customer Journeys Have a Starting Point, But Not an Ending Point||March 27, 2017|
|Real-Time Resolution for the Modern Contact Center||March 27, 2017|
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