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ConnectCentral 2017 Ends with Focus on Innovation - RingCentral, Inc. - ContactCenterWorld.com Blog

ConnectCentral 2017 Ends with Focus on Innovation

The third and final day of RingCentral’s ConnectCentral user conference focused on innovation achieved, under way, and yet to come.

In addition to “sharing a vision and a strategy for collaborative communications, we want to show you how we’re bringing it all to life with a relentless focus on innovation,” Kira Makagon, EVP of Innovation at RingCentral, said in the day’s opening keynote. She also encouraged audience members to think of themselves as also “part of my team,” since customer demand determines what innovations are truly useful.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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....CONTENT CONTINUED BELOW

In addition to showcasing RingCentral’s latest cloud software, this was a day for showing off integrations like the latest RingCentral widget for dialing or texting from within Gmail and the potential of APIs such as the chatbot interface to RingCentral Glip.

One of the most important ways RingCentral has been innovating is by rethinking the connection between communications and collaboration and providing new ways for workers to navigate smoothly between different modes of interaction.

To dramatize how that can make a difference for a business, VP of Product Management Jose Pastor led a demo built around a fictitious retailer in the process of opening a new store in Boston. Here is the scenario:

  1. When Pastor in the role of IT manager gets a request from a store manager about adding accounts for new employees, which comes to him as a message in Glip, he quickly creates those accounts in the RingCentral administrative portal.
  2. He then calls the store manager, taking advantage of the click to dial function in Glip and integrated WebRTC dialing.
  3. Pastor learns of a more serious issue, a “wicked bad problem” with the digital store signage. That’s a problem he can’t solve himself, so he logs it as a trouble ticket in Salesforce.
  4. Through APIs, that trouble ticket in turn triggers a notification to the Glip conversation for the operations team responsible for new store openings.
  5. The operations manager needs to call the designer, an outside contractor, so he looks up the last email he got from her in Gmail. The RingCentral for Gmail widget in the sidebar looks up her phone number and presents him with a click to dial option.
  6. He also invites her into Glip as a guest user to make it easier for her to share a file with the correct store signage.
  7. Just to make sure it is correct, the operations manager invites her and the store manager into a video conference where they can make sure they all understand each other. Glip makes it possible to launch the RingCentral Meetings video call with one click, from the context of the team conversation.

“The goal here is empowering teams to get to the bottom of things quickly, with seamless integration,” Pastor explained. The store manager, who is rarely at his desk, was able to participate in all these interactions through his phone while others were on their computers.

Ultimately, the point is to speed resolution of business issues, such as solving problems at a critical time for a store opening, with smooth handoffs between RingCentral, Google, and Salesforce. “Ultimately, the goal is making you more successful,” Pastor said.

In a panel discussion, representatives from RingCentral integration partners Google, Salesforce, and Okta said they shared the goal of allowing multiple cloud applications to combine to serve their joint customers better.

“Best of breed is king in the cloud,” said Alex Salazar, VP of Product, Integration and Partner Ecosystem at Okta. His firm gets its insight into the trends from its role as an authentication service that allows people to sign into multiple cloud applications more easily. Almost every category of application is led by a different vendor, he said. “There is no one vendor that is really dominant in multiple categories.”

Doug Chaney, VP Business Development for the ISV Partners program at Salesforce, said the ecosystem of cloud partners expanding rapidly and artificial intelligence is starting to play a bigger role in making them all work together.

Pankaj Dugar, who leads the Alliance Tech Partners program at Google, agreed, although he said customers are tiring of the hype around API and looking for practical results. “If you talk to them about machine learning and productivity, what they want are really simplistic scenarios that they can go ahead and implement,” he said.

One partner showcasing its AI capabilities at ConnectCentral was Cloze with its smart chatbot integration with Glip and the RingCentral platform. Cloze CEO Dan Foody described his software as “somewhere between a CRM and a personal assistant,” a product designed to keep track of all your interactions with customers and potential customers across channels including email, phone calls, and social media. When the Cloze chatbot is connected to Glip, team members can ask questions like, “Who is the last person who talked to David Carr?” and get back a listing of the most recent email contacts as well as records from the RingCentral call log. Messages phrased as commands, like “Remind me to call David Carr tomorrow” can also be executed on the user’s behalf.

In a tutorial on how to build a chatbot, Foody explained that it is less challenging than you might think thanks to the advent of cloud services for natural language processing, a type of AI. “A lot of the heavy lifting in this can be done for you,” he said. “You can take advantage of the work done by the bot adapters, by RingCentral, and by AI services.”

RingCentral provides adapters for several popular bot software developer kits, including BotKit, the one Cloze originally started with. Foody said his developers have since factored out BotKit and connected directly to the RingCentral APIs, but he does recommend using a bot SDK to get started.

Those resources give you a head start, but you will have to think through the many different ways someone might phrase a question and the follow up questions the bot might have to ask to clarify the request, Foody said. For example, “Remind me to call Dave” might elicit clarifying questions. For example: which Dave in your contact list are you referring to? And when do you want to be reminded?

AI software can be trained to recognize a variety of forms in which a question can be phrased, but the software developer still has to take responsibility for training it properly. To respond properly, your software will need to be smart enough to identify entities such as personal names. That can be tricky, since the software may be good at recognizing common English names but not tricky Indian ones. Another example is you want your software to recognize the significance of dates, but it might be confused about whether “April Carter” refers to a person or a date.

“You’re not going to get this right the first time,” Foody said. “Building bots is an iterative process.”

That is how innovation moves forward.

Source: https://blog.ringcentral.com/blog/2017/10/connectcentral-2017-ends-focus-innovation/

Publish Date: October 26, 2017


2022 Buyers Guide Dialer Solutions

 
1.) 
Premium Listing
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.


2.) 
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.

3.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

4.) 
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:

5.) 
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)

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)

7.) 
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.

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
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.

10.) 
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

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
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.

14.) 
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!

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 



View more from RingCentral, Inc.

Recent Blog Posts:
How We Built An Award-Winning Office in CharlotteDecember 7, 2018
ConnectCentral 2018: 4 Insights Connecting Employee Engagement with Customer EngagementNovember 14, 2018
Three Reasons to Attend ConnectCentral 2018August 29, 2018
Share your story at ConnectCentral 2018: call for presenters and award nominations now openAugust 10, 2018
Why VoIP Is Better for Small Businesses: 3 Reasons to Provide Phone Solutions in the CloudMay 31, 2018
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Introducing RingCentral Integrated Collaborative Meetings SolutionMarch 14, 2018
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Ensuring the Best Voice Quality for Cloud CommunicationsOctober 26, 2017
ConnectCentral 2017 Ends with Focus on InnovationOctober 26, 2017

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