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How to reduce costs in the contact centre - Welsh Contact Centre Forum - ContactCenterWorld.com Blog

How to reduce costs in the contact centre

Every organisation wants happy customers and healthy profits to increase their competitive advantage and drive future business growth. Today’s corporate mantra is “do more with less” and it’s no different in contact centres where every contact centre leader dreams of achieving more either with the same number of people or less - and today it’s possible.

The trick is to take a long, hard look at every process and the types of customer contact received to establish where immediate savings can be made and then evaluate the effectiveness of the technology underpinning the contact centre.  Fortunately, the latest cloud-based solutions provide flexibility and scalability while giving opportunities to reduce costs at every turn.   

Seven reasons to go cloud:

Here are seven reasons to move to the cloud if you haven’t already done so.  And for those who have, here’s a solid business case for expanding your existing implementation:

 

1. Pay-as-you-go business model – a common misconception about cloud-based contact centres is that costs will spiral out of control.  The reverse is actually true.

The beauty of using a cloud solution is that you only pay for the services you use and the number of live agents at any one time.  No up-front capital expenditure or annual maintenance payments, regardless of usage, makes it perfect for contact centres with a seasonal business that has peaks and troughs in demand and a fluctuating workforce.

2. Flexibility and scalability – cloud solutions make flexible working models such as home working a cost-effective option.  Companies that employ remote agents typically report reduced operational costs because they can increase their staff without impacting on expensive physical space and on-premise technology.   And with cloud-based technology calls can be directed to home workers regardless of their location or device.

3. The power of integration – cloud technology allows easy customisation.  Users can develop their own bespoke applications without resorting to expensive external consultancy staff.  Integration in the cloud also allows easier integration with other critical solutions such as corporate CRM, ERM and other databases.  This means that customer records are always available and agents are presented with the right information when they need it – without having to switch between applications.  This level of integration empowers agents and empowered agents lead to reduced attrition and recruitment costs. 

4. Workforce Management – cloud solutions linked to a Workforce Management (WFM) system enable managers to quickly allocate the right employees, with the right skill sets at the right time, in order to meet service level agreements in the most efficient and cost effective way possible.  At the same time, the risk of overstaffing is reduced and overtime is minimised.

5. Self-Service - customers can complete simple self-service transactions such as bank balance look-ups or utility meter readings, providing them with access to services 24x7 without extra staffing or operational costs.  

With agent self-service staff can highlight their work preferences, resulting in lower administrative costs and increased agent morale.

6. Automated Payments – customers can pay for products and services at a time and in a way to suit them without agent intervention, confident that their personal details and card information are protected at all times.  The deployment of a cloud-based solution is one way of increasing security levels that aid organisational compliance with the best-practice procedures and requirements set out by the Payment Card Industry Data Security Standard (PCI DSS)[i]. 

7. Web Chat and Omni-Channel – as well as responding to growing consumer demand, the deployment of Web Chat in cloud-based contact centres is proven to yield tangible business benefits[ii].  At the third of the cost of a typical phone call, Web Chat can tangibly reduce operating costs and increases productivity by allowing multiple sessions to be handled at one time.  Likewise as customers choose new alternative communication channels such as social media and messaging apps they still expect the same level of service.  The cloud allows organisations to adopt an omni-channel approach to customer service by utilising skill-based routing regardless of channel keeping down costs while maintaining service. 

Today’s cloud contact centre solutions offer superior automation, advanced self-service and intelligent routing capabilities that boost productivity whilst reducing the need for additional headcount,  always an attractive business proposition.  It really does pay to move to the cloud and invest in the latest contact centre technology.  One reason or all seven, they all lead to a healthy bottom line. 

Thomas Rødseth is VP of Marketing and Product at Puzzel

Click here for a full copy of the white paper “Seven reasons why it pays to invest in cloud-based technology in contact centres”.

Source: http://www.welshcontactcentreforum.co.uk/newsarticle/1217/

Publish Date: November 14, 2017 5:00 AM


2021 Buyers Guide Analytics

Page: 12
1.) 
2Ring

2Ring Dashboards & Wallboards
2Ring Dashboards & Wallboards is a software solution that empowers business users and supervisors to deliver information in real-time to every screen.

Information means data from multiple data sources and built using various content types. Cisco Contact Center data (all platforms), CUCM huntgroups (Cisco CallManager), and ServiceNow belong among the most often used data sources, but the application support many additional data sources (Amazon Connect, Genesys PureEngage, Salesforce) and is flexible enough for business users to add or change pictures, web-content, include weather information and forecasts or YouTube videos and streams on the fly.

A screen does not only mean a large plas...
(read more)

2.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

3.) 
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.

4.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

5.) 
Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time

6.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)

7.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
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...
(read more)

8.) 
Consilium Software

Consilium UniInsight™
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
(read more)

9.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
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.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

10.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

11.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

12.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

13.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

14.) 
ethosIQ, LLC

ethosAnalytics
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.

15.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.

16.) 
Navedas

CSAT.AI
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!

CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.

CSAT.AI provides granular details by issue (delivery delay etc) or agent score.

17.) 
Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

18.) 
OpsTel Services

VIEW
With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.

Features:

*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
(read more)

19.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

20.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment
 
Page: 12



View more from Welsh Contact Centre Forum

Recent Blog Posts:
New Welsh Contact Centre Forum Membership Packages AnnouncedApril 17, 2018 5:00 AM
2018 WELSH CONTACT CENTRE AWARDS PHOTOSMarch 20, 2018 5:00 AM
How to reduce costs in the contact centreNovember 14, 2017 5:00 AM
Deadline for Entries: 2018 Welsh Contact Centre AwardsNovember 2, 2017 5:00 AM
Puzzel ramps up outbound dialler functionalityOctober 25, 2017 5:00 AM
Firstsource Solutions wins gold at the UK Customer Experience AwardsOctober 12, 2017 5:00 AM
Pioneering new HQ for telephone answering specialistsSeptember 8, 2016 5:00 AM
A Look Inside The UK’s First Contact Centre Boot CampSeptember 1, 2016 5:00 AM
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UK Business Increases Digital Customer Service IntegrationAugust 3, 2016 5:00 AM

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