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Telecommunications Industry Ombudsman (TIO) has revealed that complaints have been piling up regarding internet connection services.
According to the latest six-monthly report of the TIO, the complaints, between June 2016 and December 2016, experienced an increased 5.5% overall that the previous six-month quarter. Moreover, if this increase is compared to the previous 12 months, the report revealed that the complaints rose up by 33.8 percent.
The TIO was handling 24,641 complaints during the June 2016 to December 2016 time period. This just shows that Australians are having trouble with their internet connections and these issues are not under the telcos. Compared to the previous year, this figure is higher than 53.6 percent.
The unhappiest customers of them all, the report revealed, were Victorians and South Australians. They were followed by the ACT and New South Wales, Queensland, Tasmania and Western Australia. On the other hand, the fewest complaints filed were from Northern Territorians.
Meanwhile, as the National Broadband Network (NBN) continues to expand their reach in order to come closer to their 2020 goal of connecting the whole country, there seem to be fewer complaints connected to the company, with only 4,309 complaints filed regarding their NBN Internet services.
If the NBN has already reached your area, it just means that their connection becomes the default pathway for voice services and its capacity. In relation to this, the TIO revealed of only having 3,203 complaints regarding the NBN's voice services in the same period. This data shows that the complaints have increased by 6.8% overall than the previous six months.
With all the increase in complaints regarding internet connections, outsourcing companies should strengthen their telco outsourcing services so that these agents can handle the influx of demands and rants even though the problem is not the telcos' fault. Moreover, agents should know by heart the guidelines of the client for them to know how to handle problems and provide great customer service.
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.
2.)
Premium Listing
iNextrix Technologies
iCallify iCallify: intelligent call center software is one of the most popular products offered by iNextrix. iCallify is developed using cutting edge technologies as well as the predictive sphere of artificial intelligence. This call center software has some intelligent features along with the standard features available in other call center solutions. Thus, it is truly an intelligent call center software solution. This intelligent call center software is built to benefit all businesses, no matter what industry vertical they belong to. This call center software has features to empower different campaigns in different call centers and businesses.
3.)
Accordia Solution
Accordia Solution CIS Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with... (read more)Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with the expectations of your customers while driving your employees' productivity and controlling your operational costs.
Are you ready to provide exceptional customer experience?
4.)
Aculab
Aculab Cloud CPaaS ACULAB Technologies is communication enabling company assisting our customers in all verticals with business and mission critical solutions to communicate securely and efficiently internally and for their customers and partners. We have a robust CPaaS (Communication Provider as a Service) supporting all methods of communications; sms, voice, data, etc. promoting fraud mitigation, improvement of identity and customer experience. We have a best of breed Voice & Face Recognition Biometrics Identity Solution and AMD- Answering Machine Detection. Key sectors are Contact Centre, IVR, Voice Broadcast, Conferencing, Healthcare, Finance, Insurance, Emergency Services and Defense/Government. www.aculab.com.
5.)
Adversus Dialer
Adverus Dialer Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.
6.)
Alcor Consulting, Inc.
HoduCC/VoipCor Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.
7.)
Allstream
Contact Center Contact Center is a powerful tool that you can add to your unified communications (UC) solution to ensure you've always got the right resources available to both customers and employees, no matter the communication channel they're using — voice, email, web, chat or social.
Contact Center’s enhanced call routing and workforce management tools can help increase employee productivity. And with the advanced reporting and forecasting tools, you’ll be able to properly staff your contact center and enhance your customer experience.
It has everything you need to deliver superior customer and employee experience.
8.)
Alvaria
Alvaria Cloud Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.
9.)
Alvaria
Noble Contact Center Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.
10.)
Amtelco
Genesis Intelligent Series Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.
11.)
Arise Virtual Solutions
The Arise Platform Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
12.)
Astute Solutions
Astute Agent Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case feat... (read more)Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case features Integrating all contact channels into one CRM interface, combined with time-saving features like field auto-complete, ensures agents can work cases quickly and effectively.
- Customer profile and history Show agents relevant customer information, like location, loyalty status, and interaction history, right on the CRM case screen.
- Next best actions With suggested next actions like case codes, responses, and enclosures, even your newest agents can work cases with confidence.
- Built-in knowledge Astute’s integrated knowledge engine lets agents quickly find answers to any question – without having to leave the case workflow.
13.)
Britannic Technologies
INBOX INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.
14.)
Brook Trout Solutions
CCaaS, SIP Trunking, SD WAN, Interconnectivity Brook Trout Solutions provides Technology Guide services to help Contact Centers find the best possible solution for their business. We represent the leaders for CCaaS, CPaaS, SD-WAN, SASE, SIP. We identify the best fit for our customers and help them manage the lifecycle of the customer engagement. We also have an excellent solution for mobile marketing and can raise call acceptance by more than 50% with a Next Generation caller ID for mobile phones. We solve problems and give our customers time back to run their business. Give us a call we have world class expertise and resources that can help you build an exceptional customer experience.
15.)
Call Tracking Metrics
CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
Conditionally direct calls, texts, chats and forms based on:
• Actions the customer has taken on your website • Whether they’ve previously contacted your business • Which agent they last interacted with • Custom criteria unique to your business needs • The location nearest to your customer
Say... (read more)CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
Conditionally direct calls, texts, chats and forms based on:
• Actions the customer has taken on your website • Whether they’ve previously contacted your business • Which agent they last interacted with • Custom criteria unique to your business needs • The location nearest to your customer
Say goodbye to internal IT concerns, hardware costs, and service downtime with our cloud-based softphone. Everything your team needs to succeed and scale is on their computer or smartphone. Our UCaaS platform grows with you, with flexible month-to-month agreements and no price-per-head or user costs. You can manage remote staff, access virtual voicemail, and forward calls to any device around the world.
16.)
CallShaper
CallShaper Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.
Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.
With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!
17.)
Cloud Call Center Search
From AI - WFO and everything in between! Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
18.)
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:
19.)
Connex One
Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
20.)
Consilium Software
Consilium AWS and Amazon Connect Offering Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully... (read more)Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully-featured services from data centers globally. Millions of customers including the fastest-growing startups, largest enterprises, and leading government agencies are using AWS to lower costs, become more agile, and innovate faster. As a member of the AWS Partner Network (APN), Consilium is focused on technical proficiencies and customer success in rapidly building and launching Amazon Connect based contact center solutions. With over 33 years of experience in the contact center industry, workforce management, Artificial Intelligence AI, and CRM platforms, Consilium is uniquely positioned to help clients blend the newest technologies and cloud adoption, which is the natural path at this stage of the COVID-19 crisis. We have helped some of the world’s leading enterprises migrate their contact centers to Amazon Connect and the AWS platform. Our consultants have experience in architecting and building large-scale solutions that are well-integrated into customer processes and high on user experience. Amazon Connect delivered by Consilium is an open platform that can easily integrate with multiple CRM's, workforce optimization (WFO), or workforce management (WFM) tools to provide conversation history and real-time context to agents so customers don’t have to repeat themselves, improving customer experience (CX) and reducing resolution time. Amazon Connect also leverages AI to transcribe calls and show caller sentiment in real-time to better understand trends and improve customer service. It’s all about delivering a stellar customer experience that imprints your company’s image on your customers’ minds, much like the rave reviews won by Amazon’s own customer service, which also runs on Amazon Connect globally. Benefits at a glance • Personalizing the customer experience Amazon Connect is AI-enabled by default, to automate interactions and provide real-time context to the agent, making customer and agent interactions more effective as the most relevant customer interaction history is presented to the agent. • Easy to Use Amazon Connect is so simple to set up and use, with only a few clicks, organizations can set up an omnichannel contact center and agents can begin talking and messaging with customers • Pay as you go As an on-demand service, you pay for Amazon Connect usage by the minute with no long-term commitments. • Omnichannel Experience Amazon Connect provides a seamless omnichannel experience through a single unified contact center for voice and chat. • Seamless 3rd-Party Integrations Amazon Connect provides built-in integrations with 3rd party CRM’s, workforce optimization (WFO), or workforce management (WFM) tools. • Cost-effective Amazon Connect is helping companies save up to 80% over traditional contact center solutions. With Amazon Connect there are no minimum monthly fees, long-term commitments, upfront license charges, and pricing is not based on peak capacity, agent seats, or maintenance. • Reliable Amazon Connect runs on Amazon Web Services proven infrastructure operating 42 Availability Zones within 16 geographic regions around the world.
Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!
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