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G’Day ShoreTel Connect CLOUD - Mitel - ContactCenterWorld.com Blog

G’Day ShoreTel Connect CLOUD

It was with much anticipation that we officially launched ShoreTel Connect CLOUD in Australia at partner-focused events in Melbourne and Sydney last week!

ShoreTel Executives Discuss Cloud Market at Partner Events

At the two events hosted by ShoreTel CEO Don Joos, more than 60 partners throughout the country travelled to be the first to see and hear the latest features of ShoreTel Connect CLOUD, now available in Australia.

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ShoreTel executives and team members at the Australia launch, from left: Don Joos, Mark Roberts, John Jackson, Ben Swanson, Frederic Gillant, David Petts, Craig Howe

The venues we chose in Sydney and Melbourne gave us a beautiful backdrop of each city’s skyline, and our partners and prospective partners enjoyed an afternoon and evening of product updates, networking and hospitality.


ShoreTel Connect CLOUD launch in Melbourne

The events provided a great opportunity for our Australian channel to hear from Don on ShoreTel’s global cloud strategy, including the significance of our expansion in Australia.

Next, David Petts, Senior Vice President of Worldwide Sales & Customer Success, drew on experiences through the introduction of ShoreTel’s UCaaS solution in the US, Canada and UK. He identified ‘lessons learned’, which resonated well with partners as they consider the changing nature of the UC marketplace in Australia and how to capitalise on the increasing market demand for cloud.

Identifying customer demand for communications in the cloud was covered by our Chief Marketing Officer, Mark Roberts who provided insights into generating leads through marketing initiatives supported and funded by ShoreTel.

In a change of pace, partners were introduced to our newly appointed Regional Director for ShoreTel Australia and New Zealand, Ben Swanson. With six years of tenure at ShoreTel, Ben is already a familiar face however the events offered partners a chance to catch up with him face-to-face and hear his views on the UCaaS market opportunities in Australia.


Frederic Gillant addresses the audience at the ShoreTel Connect CLOUD launch in Sydney

Our local ShoreTel executives – myself, Craig Howe, ANZ Channel Manager, and John Jackson, ANZ Service Design and Activation Manager, covered the programmatic topics of the Australian cloud commercials, details of our CLOUD Champion Partner Program and, of course, a demonstration of ShoreTel Connect CLOUD’s UC and Contact Centre capabilities.

Connect CLOUD Shows Strong Response and Early Wins  

ShoreTel anticipates a strong uptake of ShoreTel Connect CLOUD in Australia given the response to our first cloud services – ShoreTel Hosted Voice – last year. In fact, I’m proud to reveal we have already won ten new ShoreTel Connect CLOUD customers in Australia, even before the product was officially launched! Those customers include MRWED, a registered training organisation with four offices locations across Australia and a large workforce of remote home-based workers.

“The ShoreTel UCaaS solution will mean better visibility and increased collaboration across our organisation,” said Jason Ash, Chief Innovation Officer, MRWED. “This is a huge advantage as we strive to create a diverse force of remote workers, adding to the MRWED core value of flexibility.”

Ash added, “An important feature of the ShoreTel Connect CLOUD system for us is the multi-point video collaboration. Video, along with features like presence, instant messaging and screen sharing will keep our team well connected when they’re away from the traditional office space. We also love that these features are included in the ShoreTel solution and allow us to replace three other systems we were considering.”


Networking event in Melbourne

We are proud to say, “G’Day ShoreTel Connect CLOUD, welcome to Australia” and look forward to a bright future with our Australian partners and customers.

Frederic Gillant  joined ShoreTel in 2014 as vice president and managing director for Asia Pacific. Based in Singapore, Gillant leads ShoreTel’s go-to-market strategy across Asia Pacific managing the sales, channels, marketing and sales operations for the region. Other recent articles by Frederic are listed below:

  • Digital Natives Don’t Like Working for Dinosaurs
  • Making Interactions Magically Simple
  • A Healthy Staff = A Healthy Business
  • Bicycle Or Unicycle: Partners Make The Perfect Back Wheel In Today’s Communications Landscape

Source: http://shoretel.com/blog/g%E2%80%99day-shoretel-connect-cloud

Publish Date: June 14, 2017 5:00 AM


2021 Buyers Guide Customer Experience (CX)

Page: 123
1.) 
3Fiftynine

Branches
Improves customer experience by helping find the agent the right information within a click.

2.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API M...
(read more)

3.) 
AmplifAI

AmplifAI Performance Acceleration for Sales & Service
AmplifAI integrates all contact center data sources, and uses AI to drive personas which capture the metrics and behaviors of high performing agents, and then delivers actions to the organization to replicate the high performers. This process drives a sustainable and consistent agent improvement model that allows for faster speed to proficiency and improved performance across the call center resulting in improved productivity, sales and customer experience.

4.) 
Aspect Software

Aspect CXP Pro
Aspect CXP Pro is a feature-rich, cost-efficient software suite that pairs Aspect's powerful application lifecycle management platform, Aspect CXP, with its enterprise-class IVR platform, Aspect Prophecy—for a complete toolset that empowers enterprises to easily design, implement, deploy and manage IVR and digital self-service applications across multiple customer channels. With its easy-to-use web-based Business User Interface, even non-technical staff can quickly implement changes, roll out updates, monitor usage and maintain the entire array of self-service applications for voice/IVR, mobile web, messenger apps and SMS.

5.) 
At Random Communications

Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.

Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.

Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.

Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
(read more)

6.) 
BravaTrak

BravaTrak
BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement.

It does this, by:
- Providing you with a customer experience coaching framework
- Turning your managers into High-Performance Coaches
- Giving you real-time visibility of your managers’ coaching activity

We’ve refined this system over the past 27 years, working with over 50 large organisations. It’s been tested and proven across inbound sales and service, and outbound sales and retention.

Whatever the nature of your channel, BravaTrak can help you avoid missing your customer experience targets, while improving employee engagement.

7.) 
Britannic Technologies

INBOX
INBOX: A place for every digital interaction!

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.

8.) 
Calabrio

Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.

9.) 
Callsultant

Outsourced Contact Center Services, Contact Center Consultancy Services
We offer a wide range of inbound and outbound services including;
-Sales, lead generation, market research, fundraising, appointment setting, collections, telemarketing, customer service, help desk, order taking, technical support. In addition, we provide omni channel support services such as chat & email support along with back office processing services such as transcription, data entry, Order management, E-Commerce order follow-up.

10.) 
ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major 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®, Aspe...
(read more)

11.) 
Conectys

Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions.

We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements.

12.) 
Connex One

Omnichannel
The Connex One Customer Engagement Platform enables inbound and outbound interactions through a secure, cloud-based, omnichannel engine. The feature rich platform offers everything from AI and Automation to Workforce Optimisation, consolidating the customer journey into one place.

13.) 
Consilium Software

Consilium UniRSM™
Many contact centers are providing critical services in these challenging times, with agents not only having to handle new customer situations, but also with agents often working alone from home without the face-to-face support of their supervisors and managers, who may also be working remotely. Trained and proficient agents translate into happy customers, with monitoring and coaching playing an important role in developing agents’ abilities. Consilium UniRSM™ is a perfect solution for this, where supervisors can perform real-time quality monitoring and coaching by dialing in from any phone with secure, role-based access.
Has your contact center moved to Cisco Jabber softphones for agents,...
(read more)

14.) 
ContactEngine

ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.

ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.

15.) 
Creative Virtual

V-Person™
Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.

V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),...
(read more)

16.) 
CUSTOMER SQUARE

CROSSCRM.CX
Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.

Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.

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.
The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.

We ended this features list in 2008 by add...
(read more)

17.) 
Customer Touch Point

Engage To Influence
Customer Touch Point specialises in long-term and instant impact customer experience solutions for organisations worldwide, providing the tools and support they need to deliver effortless customer experiences. We are also the brand behind the powerful Engage to Influence™ methodology, which sits at the core of every single customer project.

By delivering real-time customer insight; designing customer journeys to positively influence behaviour; and implementing end-to-end technology solutions that provide a seamless experience across all channels, we enable our clients to improve customer experiences and reduce cost of contact at the same time.

Our solutions include:

• Contact Cen...
(read more)

18.) 
CustomerCount

CustomerCount is a feature-rich, cloud based survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line. Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries.

19.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

Flexible to scale up, and down, to suit your business needs and helps you prepare for future customer engagement needs.

20.) 
eGain Corporation

eGain Virtual Assistant™
eGain Virtual Assistant™ is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week.

A user simply chats with the virtual assistant (also called virtual agent or chatbot) like they would with any human agent. The chat bot understands not only the words but also the intent, thanks to a portfolio of AI technologies, including machine learning and reasoning. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The VA provides answers to customer queries, even helping in shopping decisions. At any point, it can seamlessly esca...
(read more)
 
Page: 123



View more from Mitel

Recent Blog Posts:
What’s Next in Call Recording?September 5, 2017 5:00 AM
6 Easy Steps for Moving Your Phone System to the CloudAugust 24, 2017 5:00 AM
How a Good Phone System Can Increase Business AgilityAugust 17, 2017 5:00 AM
Does Your Phone System Help or Hinder Employee Productivity?August 3, 2017 5:00 AM
The Cost of a Misspelled NameJuly 12, 2017 5:00 AM
Summit App Challenge Demonstrates Ease of Building Voice & SMS AppsJune 27, 2017 5:00 AM
How to Run Effective Virtual MeetingsJune 15, 2017 5:00 AM
G’Day ShoreTel Connect CLOUDJune 14, 2017 5:00 AM
ShoreTel’s Heather Tenuto Honored with CRN Women of the Channel AwardJune 1, 2017 5:00 AM
Maximizing Your Contact Center: 5 Questions to AskMay 18, 2017 5:00 AM

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