Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

THE NEXT EVENT STARTS IN: 9 DAYS - REGISTER NOW -

Upcoming Events

CUSTOMER EXPERIENCE BEST PRACTICES

CUSTOMER LOYALTY

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

WORKFORCE MANAGEMENT

TRAINING IN CONTACT CENTERS

Benefits Of Using Both CRM & QA Software Together - PlayVox - ContactCenterWorld.com Blog

Benefits Of Using Both CRM & QA Software Together

My father always says, “Work smarter, not harder.” And while he is a hard worker himself and has instilled this trait in my siblings and me, his point was nonetheless clear: Why work harder than you have to when there is a more efficient way to achieve the same results?

 

Thankfully for many of us in today’s workforce, technology does much of the heavy lifting. But harnessing that technology in the best way possible is an important part of having a well-functioning business operation, including customer contact centers.

Many companies have a system for managing their contacts with customers, or a CRM (Customer Relationship Management) system. Many also have a system of Quality Assurance (QA) in place to make sure their customers are getting goods or services at a consistently high standard.

But if your company is operating these two systems in isolation, then you’re working too hard. Thanks to the capability of cloud-based technologies to integrate well with one another, you can manage your customer relationships and your service quality with one combined system. Here are the benefits of using CRM and QA software in conjunction.

 

Why reinvent the wheel?

Your CRM system keeps track of every interaction your agents have with your customers, right? Inbound and outbound calls, as well as all messaging that takes place via text, livechat, email, and social media are logged and stored in your CRM system.

You use this information to keep track of your customer relationships, so why not also use it to monitor for quality?

By integrating a QA system to work in conjunction with your CRM system, you’re saving yourself the step of data collection and getting straight to the point of monitoring and adjusting for quality.

A QA system can record calls and store messages straight from your CRM system, while also providing a platform for measurement, feedback, and coaching of agents and their KPI’s all from one integrated system. Saving time and money are two very important benefits of using CRM and QA software in conjunction.

 

Control your data

The QA efforts of yesteryear involved hiring a third-party team to monitor customer calls to gather mountains of data and then organize it into “reports” deemed “useful” for companies to improve their service.

But integrating a QA system that works with your CRM means being able to customize the data you collect and what you do with it. With options available at the click of a button or the drop of a menu, today’s QA software is highly moldable to the evolving needs and priorities of your team.

 

Connecting the dots

Having a QA system that is totally separate from your CRM system fragments the natural flow of information and communication that exists in the modern, connected world of business today.

Think about it. You have a CRM system to manage relationships between agents and customers, and a QA system to manage relationships between agents and customers and management. It just doesn’t make sense to parse out the overall customer and company interactions in this way.

Of the many benefits of using CRM and QA software in conjunction is the ability to manage and evaluate the entire relationship web in which all company-related interactions take place. From customer to agent to management and even beyond, linking CRM and QA software means a fully integrated system that reflects the whole picture.

 

Don’t separate, integrate

Software integrations are becoming more and more seamless as cutting-edge business technology makes a mass migration to the cloud.

For example, industry behemoth Salesforce has an expansive list of integrations, so much so that it has formed its own “app cloud” from which customers can customize a suite of products that all work within the Salesforce portal.

Software companies and their offerings can now integrate with one another regardless of size and scope  to create a highly customized system unique to each and every company. Using a CRM system in conjunction with QA software is soon to become par for the course as companies take advantage of the smorgasbord of cloud-based software options available at their disposal.

 

Visible, ongoing feedback

QA software that is integrated right within your CRM system means agents can see their KPI specs in real time at any given moment. It also means that management can monitor, give feedback, and coach on an ongoing basis.

Rather than a QA overhaul periodically, your call center has constant access to the tools that ensure quality and continuous improvement  - ‘round the clock, across the weeks, and throughout the year. Steady data provides accurate measurement, and steady quality assurance provides consistent quality.

Agents who have access to a QA dashboard will view QA differently, engaging in self-monitoring and adjustment, with a greater awareness of the quality of service perceived by their customers.


Playvox is among the pioneers of QA software available on the cloud. Scalable for companies large and small, Playvox integrates with numerous CRM systems such as Desk, Salesforce, RingCentral, ZenDesk, LiveChat, and more.

**Boost your contact center QA with Plavox's 3rd party integrations**

With Playvox, incoming and outgoing calls and messages in your CRM system become valuable tools for measuring and improving quality. Agents can customize their dashboard to highlight particular KPI’s, management can give feedback, coaching, and (re)training all from one portal, and agents can even “gamify” their service to maximize their metrics.

 

CRM and QA: A united front of ongoing success.

Source: http://blog.playvox.com/benefits-of-using-both-crm-qa-software-together

Publish Date: April 5, 2017 5:00 AM


2020 Buyers Guide Dialer Solutions

 
1.) 
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

2.) 
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.
PH: +1 512-872-7565

3.) 
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:

4.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
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 t...
(read more)
PH: +302109241486

5.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
PH: +6188803111

6.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

7.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
PH: +49 351 44529800

8.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511

9.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.
PH: 877-588-2292

10.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
PH: +441617102740
 



View more from PlayVox

Recent Blog Posts:
How To Improve Your Customer Service With Quality AssuranceJune 23, 2017 5:00 AM
Benefits Of Using Both CRM & QA Software TogetherApril 5, 2017 5:00 AM
4 Best Practices Of Using QA Software In The Contact CenterMarch 31, 2017 5:00 AM
Boost Your Contact Center QA With PlayVox’s Third-Party IntegrationsMarch 29, 2017 5:00 AM
5 Ways Your Call Center Can Seduce Millennial Customers And Turn Them Into Raving FansMarch 24, 2017 5:00 AM
Lowering Inbound Call Volume To Improve Your Customer ExperienceMarch 17, 2017 5:00 AM
How To Use Customer Satisfaction Surveys To Gain Actionable Insights For Your Call CenterMarch 15, 2017 5:00 AM
How Upwork Improved Their Customer Service And Upskilled Their Agents With PlayVoxMarch 10, 2017 5:00 AM
5 Ways Virtual Agents Can Improve Website Customer EngagementMarch 8, 2017 5:00 AM
How To Ensure Data Security And Privacy In Your Call CenterMarch 3, 2017 5:00 AM

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =