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Article : A Silver Lining in the Economic Cloud?

Although the economy seems to have brought many companies to the edge of gloom and despair, there have been some positive changes in the past year that are worth mentioning - changes that hint at where the economy might be headed.

Paul Smedley
Executive Director
The Forum
United Kingdom

"Many of our members are positively looking to improve the customer experience as well as reduce costs - this is sometimes driving people into radical review of policy and process to streamline the end-to-end journey and avoided the need for customer hassle."

About The Forum

The Forum are widely recognised as an inclusive and independent community of professionals who stimulate collaboration, continual learning and customer focus. Our team of independent experts offer... (read more)
 
Tom Sultenfuss
President
ContactWorks
United States

"within the last 6 months, I have prospects turning into Clients"

About ContactWorks

ContactWorks offers a complete range of flexible, scalable and competitive call center and customer contact services and consultations. Engagements include technical support (level 1, level 2 and help... (read more)
 
Art Hall
Senior Director
United States

"I don't manage call centers directly however I do consult with call centers frequently and used to manage them up until 2007. With that said, there are no positive changes noticeable as a result of the economic meltdown in the recovery stages. There are a high number of call center consolidations and integrations happening across the board resulting in loss of jobs. So depending what side of the fence one is on - what's happening could be viewed as positive if the strategic direction for the company is to rationalize call centers as a way to preserve costs and that objective is met; it's viewed as a negative for outsourcers that ramped up client projects with agents only for the project to go away and forced to reassign those agents, look for other revenue streams etc and it is a negative to the call center agents as they need to look for new jobs."

 
Lippo Mikola
Managing Director
Novia Finland Oy
Finland

"business has grown about 30%. That´s positive, I guess ,-)"

About Novia Finland Oy

Novia Finland is a sales and marketing services company based in Finland. We offer wide range of outbound telemarketing services within our Novia Sales services: media marketing, sports and outdoor... (read more)
 
Jack L Keenan
President & CEO
Teleresources (Pty) Ltd
United States

"There as been a slight increase in interest from potential clients only in the last six months. Some of our existing clients who reduced volume have not returned to previous volume."

 
Wali Mughni
Ceo
Ensign Communique
Pakistan

"As companies in the Western World are forced to reduce costs while maintaining productivity and positive revenues flowing in. Call centers like ours (Ensign Communique) are cost saving centers for our clients located in the West. We have, and will continue to serve our customers and make a positive difference for them; and for this will in turn, make a positive difference for us. We have favorably benefited from the so-called downturn."

 
Kenneth Krogue
President
InsideSales.com
United States

"The inside sales or remote sales industry actually seems to be growing during the difficult times. We did a joint survey with MIT and infoUSA that shows a 7.5% growth in inside sales, and a .5% growth in outside sales."

About InsideSales.com

InsideSales.com is a lead management software which is used to keep track of marketing, lead and prospect details in a database that can be shared by multiple users.
 
Paul Kavanagh
Managing Director
Sportingbet
Ireland

"Instead of just hiring new staff we have now begun to see how we can use the people we have that are already apart of our business. This has helped employees from various desks get to know each other and it also gives them a chance to learn more about the business as they can see how things are done with other business functions.The other positive changes that have occurred in our call centre are that we have now have been awarded Best in customer service for EMEA and this has been driven by a sound foundation of training and staff welfare ,this has also helped in our staff retention."

About Sportingbet

We strive to be the world’s best online sports betting service, offering our customers an unprecedented number of sports betting opportunities along with a full suite of casino, poker and games. Sport... (read more)
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - What Type Of Relationship Do You Want?

Read today's tip or listen to it on podcast.

Published: Friday, December 4, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Computer Telephony Integration

 
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.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

4.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

7.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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