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Article : A World of Choices

As more communication options open up to customers, contact centers are hard pressed to keep up in providing as many contact choices as possible. We wanted to know what channels contact centers currently provide to their customers, and how they are used.

A survey by Joss Jalbert,

Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"Voice, email, fax and voicemail. We predominantly use voice as the primary means of communication. Email is used for updates and further information relay. Fax is used occasionally, again to verify information or collect data. We discourage voicemail unless absolutely necessary, as we expect all calls to be answered personally and professionally."

Suchita Sani
Deputy Manager Training
Accenture India

"Voice/Email/ Voice Mail/ Chat/IM"
About Accenture India

Accenture is a global management consulting, technology services and outsourcing company. Accenture collaborates with its clients to help them become high-performance businesses and governments. With... (read more)
M Vos
Customer Operations Manager

"email send by clients from the website, digital product saling website, data entry investigation all over the world, fax some clients can fax if the have problemens"

Andrej Carli
Business Unit Manager
Bizmatica Sistemi Spa

"Fax, Chat, SmS Email. We propose the unique multimedia queue and integration with CRM. The queue is adrressed lokking specific keywords in the mail or fax contest. ."

Karen Wenborn
Contact Centre Manager
Screwfix Direct Ltd
United Kingdom

"fax, post,email ecommerce - whatever suits ours customers"
About Screwfix Direct Ltd

Screwfix Direct Limited operates as an online supplier of trade tools, fixings and accessories, and hardware products in the United Kingdom. Screwfix is the UK's supplier of tools, accessories and har... (read more)
Catherine Bouillon

"email, chat, fax, electronic contacts via case logging tools, self service tools"

Amadeus India Private Limited, ISO 9001:2008 certified, wholly owned by Bird Group, one of India 19s largest travel conglomerates, has been a pioneer in providing a global platform to the Indian Trave... (read more)
Irfan Habib
Business Development Manager
Redwood Technologies Ltd.
United Kingdom

"The STORM multi-channel contact centre supports voice (DTMF and Automatic Speech Recognition), email, web chat, fax, voicemail, SMS, text chat, IM and MMS, video-to-mobile. It has been designed to handle millions of customer interactions across the various media channels. All media channels are linked by a common backend infrastructure, i.e. converged. This means customers can interact at anytime using the medium of their choice and the common backend infrastructure provides a consistent and joined up customer experience. And from a management perspective, it means the contact center can be managed from a single control interface. Reporting is also simplified with clear visibility across all channels and the ability to drill down to individual transactions."

Fanti Holtzhausen
Group Manager
Old Mutual
South Africa

"Voice, email, fax - Desktop faxing and electronic filing, voicemail - if busy client can leave a message"
About Old Mutual

Old Mutual is a leading international long-term savings, investment and protection Group.
David Freund
Director - Customer Service
Exent Technologies
United States

"email, web chat, fax,SMS"

Jahan Zeb Khan
Head of Customer Service
Wateen Telecom

"Agents are available online 5 days a week from 9 am to 5 pm. Email correspondence takes place from a comprehensive email system that allows for automatic response to different queries. Also stores all the incoming emails, queuing and outbound email responses."
About Wateen Telecom

Wateen Telecom, a Pakistani telecommunication company based in Lahore, offer a complete range of carrier class telecom and multimedia services like fixed wireless and line telephony, 'always-on' broad... (read more)
Moira Marshall
Call Center - Manager
South Africa

"Voicemail - enables clients to leave messages for us to call them back rather than losing those calls at peak times or having clients wait for their call to be answered
SMS - we provide services in countries where it is harder to set up the necessary phone lines, the SMS option enables clients to request a callback via text and this request comes through to e-mail in our Call Centre with the client's contact number
e-mail - many clients find it easier to request assistance via e-mail, which we respond to either on e-mail or by calling them at a convenient time"

Mark Brannan
Customer Service Manager
United States

"Voice, voicemail, emal, fax"

David Jones
Operations Manager
Frontline Telephone Answering Service
United Kingdom

"Email, Web chat, fax, SMS, text chat, IM and post"

Donald Gillis
Product Manager
DSS Corporation
United States

"voice, email, web chat, fax, voicemail, SMS, text chat - links via the web page direct the specific media to the appropriate individual or department"

Melissa Booth
United States

"Chat, email, phone, fax, we also offer voicemail for escalations."

Kobus Senekal
System Manager - Communications
Telesure Investment Holdings
South Africa

"voice, emial, web, fax, SMS. For the most part seperate agents that deal with each mode of communication."

Aneeq Hashmi
Team Lead
Pronexus Inc.

"Voice , Chat , Web, Email, Fax, Voicemail, Skype"
About Pronexus Inc.

Pronexus is the creative force behind VBVoice, recognized as one of the most seasoned and powerful IVR development toolkits available today. After 20 years of consistent innovation and technological a... (read more)
Ann Boyd
Call Center - Manager
United States


Paven Bratch
Global Minacs Marketing Solutions Leader
United States

"We specialize in highly targeted customer communications delivered through multiple channels including voice, web, email, direct mail, mobile, text, etc. We manage and develop customer communications utilizing integrated data points including customer, purchase history, contact history and other overlays to produce timed and targeted communications that are delivered via customer managed preference channels."
About Concentrix

The global leader in customer management, billing and HR services, providing outsourcing, services, consulting and software solutions to leading companies around the world.
Susan Reisinger
Operations Manager
United States Navy
United States

"We take web requests, e-mails, walkins, voicemail, chat - and integrate all these as a single stream of incoming requests"
About United States Navy

Founded in 1975, AMERICAN SYSTEMS is one of the largest employee-owned companies in the United States, with approximately 1,500 employees nationwide. Based in the Washington, D.C., suburb of Chantilly... (read more)
Ted Cart
Consulting Director
United States

"Our clients are moving toward customer interaction platforms that allow their customers to reach them in any form - voice, chat, email, Twitter, etc. Enterprises want to present a seamless communications channels with their customers. While voice is still the primary communications vehicle, chat and other channels are rapidly rising."

Ian Woolley
Head Of Support
CFP Software
United Kingdom

"Email, Voicemail and fax. Emails are responded to via email or telephone, voicemail normally logged and dealt with as per incoming call and faxes are logged for call back as per incoming call."

Raul Urrizaga
Call Center - Ceo

"Yes, we use SMS to a database and then we follow up by a phone call"

P-O Karemar
Developer processes
Botkyrka kommun

"All of them but not fax"

Terry Follmer
IPower Inc.
United States

"In & outbound calls, email, fax, online ticket submission.
Other, partner centers handle web, chat, and online ticket submission."
About IPower Inc.

Founded in 2001, IPOWER has established itself as a leader in the web hosting industry, providing a comprehensive suite of online services for small and medium-sized businesses worldwide. Our custom c... (read more)
Chee-wai Ho
Business Analyst

"Voice, Email, Virtual Calls. Virtual call takes in requests submitted via a web interface and initiate a callback automatically after identifying an appropriately skilled agent."
About SingTel

Singapore Telecommunications Limited, commonly abbreviated as SingTel, is a Singapore telecommunications company
Siobhan Hanrahan
Quality Manager

"As a Business Process Outsourcer we support the following channels for out partners - voice, e-mail, webchat, fax, voicemail, SMS and automated IVR"
About Abtran

Abtran is the largest indigenous business process outsourcer (BPO) in the Irish market. Established in 1997, the company is headquartered in Cork and currently employs in excess of 1,000 staff acr... (read more)
Simon Creighton
Quality & Performance Manager
Concentrix Canada

"In/outbound calls, Email, Web, back office.
Used to take and make sales, order management"
About Concentrix Canada

Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare and public sect... (read more)
Sravana Kumar
Project Manager
Pepper Technologies

"Fax and Email"


About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - The Initial Meeting

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

Published: Wednesday, March 24, 2010

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2020 Buyers Guide Automated Call Distributors

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.
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