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Article : Brave New World

There is a quote that says "a fundamental rule in technology says that whatever can be done will be done." What does that mean for the contact center industry? Can we expect some jumps in technological innovation over the next few years that could revolutionize the way we do things? Industry professionals give their answers.

Linda Pitt
LP3 Communications
United States

"Absolutely. I believe that technology will continue to emerge at a rapid rate as companies attempt to pinpoint the needs of evolving consumers. The market is ripe for technology advancements that help companies create a seamless experience for their customers and that make the most of structured and unstructured customer feedback. This includes organizing, analyzing and leveraging data from web-based channels such as email, chat, feedback sites, and social networks. All of this can help a company improve their products, services and processes; while identifying unmet needs in the marketplace. Yet, integration and information-related challenges could very well impact adoption rates. We also may see a bit of correction to the adoption rate to compensate for the economy in the near term. Technologies that drive efficiencies and effectiveness, while also helping to improve customer satisfaction and retention, will have the best chance of surviving the near term economic pressures."

Steve Kaiser
United States

"you will see advancements in the manner solutions are delivered. the analogy would be the CRM market a few years back. the CRM players continued to cobble together ever more complicated solutions that yielded questionable ROI because of cost and complexity to install and maintain. Companies like exploded onto the scene because of they made it easy and affordable to use CRM. fast forward to the call center space, and new approaches like SaaS and open source are rapidly gaining adoption"

About OrecX

Based in Chicago, OrecX provides open source VoIP and TDM recording solutions.
Anand Subramaniam
SVP Marketing
eGain Corporation
United States

"Yes. The integration of powerful technologies will create novel experiences for customers and agents in contact center interactions. Some cutting edge technologies (or innovative applications) that will reshape the contact center landscape over the next few years include:
Virtual Assistants - web-based avatars with natural language interaction capability.
Web-voice convergence - multimedia contact center interactions (voice either over switched or VoIP and web collaborative browsing) will become the norm.
Mobile service - new service models for mobile devices that benefit from location-aware systems and secure data communication (on smart phones) to conclude/fulfill customer requests in new ways.

Imagine buying a movie ticket, for instance, using a mobile device (next-gen iPhone or Blackberry) where the customer can browse the web, locate the movie hall, then click on a click-to-call button and get to an agent. The agent would buy the ticket, send the confirmation email to the customer's smart phone, and also realize that based on the customer's location (downloaded from the customer's phone coordinates based on preferences and permissions) that the customer can drop by a nice restaurant next to the movie theater before the movie. That cross-sell message would pop up in front of the agent from a marketing offer generation service deployed in the contact center.

The end result would be that the agent would book a table for two for the customer before the movies for which the tickets would be sent across to the customer on his smart phone. All without sharing the credit card details because the billing would be done through the mobile phone company account that the customer owns. Of course, the customer would have simply entered his password through the smart phone data interface to authorize the payments. That is one possible world-view of contact center interactions three years from now!"

About eGain Corporation

eGain customer engagement platform automates digital-first, omnichannel experiences across all touch points. Powered by AI, machine learning, knowledge, and analytics, our top-rated software optimizes... (read more)
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Stephen McCarthy
GlobalPhone Corp.
United States

"Yes. The industry will see more hosted solutions made available that will allow smaller more specialized contact centers to prosper. Desktop sharing web page pushing will become more robust."


Ripple Effect Communications
United States

"Think about CRM this way: it is the core hub for managing customer information. By capturing information from and about every customer interaction, whether that contact involves a human or direct contact with the system through self-service or online activity, and bringing all that information together and making it available to support additional customer contacts and problem resolution, CRM provides the tools for identifying customer needs and resolving issues. It is the engine that manages customer data, internal processes, interactive processes, sales and operational data. It is essentially the enterprise-wide business system of any company in a services industry."

Diane Capazorio
Director: Strategic Business Solutions
Kelly, A Division of the Kelly Group Ltd
South Africa

"· I think that the majority of technical enhancement will occur in the workflow area of contact centers. More businesses and operations are looking at productivity and efficiency as akey value driver and the process of handling customer queries needs to be enabled through top notch technical workflow."

About Kelly, A Division of the Kelly Group Ltd

With 40 years of Talent Management expertise, a national footprint of 50 branches, recruitment centres and on-site offices and extensive knowledge of the South African economy, Kelly is undoubtedly So... (read more)
Umberto Basso

"Absolutely, yes. Intelligent and predictive IVR systems, sophisticaed routing capabilities, more powerful self-service tools integrated with back-office automation."

Michael Becce
United States

"There are always a lot of technological advancements in the hi-tech industry. The question is how fast or at which rate these can be absorbed by contact center operations and end users, both financially and for usability? So there will always be technological advancements, the ones that will be implemented are the ones that deliver value – not just technology for technology’s sake."

About MRB PR

MRB PR is a public relations company.
Morley Prendergast
Marketing Associate

"Over the next few years I believe we will see great technological advancement which will aid contact centers and allow them to streamline operations and generate revenue. The largest of these advancements is the increased adoption of Software-as-a-Service CRM which allows organizations to take a preventative approach instead of the traditional break and fix approach. This opportunity to adopt advanced CRM Software solutions which streamlines contact centers is made possible with the advancement of the internet. Improved internet allows organizations to leverage Web Based CRM in multiple locations all around the world without large operating costs. By leveraging CRM and taking a proactive approach, businesses can benefit from the wealth of knowledge stored within their S-a-a-S CRM. With a centralized wealth of knowledge organizations can share this knowledge across multiple departments as well with their customers though means such as web portals and a public knowledge base. This wealth of knowledge also allows organizations to locate problem areas before they get out of hand."


Salesboom.comTM is a global company focused in on demand Customer Relationship Management (CRM) and Enterprise Resource Planning software (ERP) business software solutions for the SMB market. Founded... (read more)

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 - Impacts Of Technology

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

Published: Friday, September 4, 2009

Printer Friendly Version Printer friendly version

2021 Buyers Guide Cloud Contact Center Solutions

Page: 1234
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)

Advesus Dialer

Adverus Dialer
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

Alcor Consulting, Inc.

Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.


Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

Aspect Software

Aspect Via
Aspect Via is the premier large-enterprise cloud contact center platform and solution featuring best-of-breed contact management and workforce optimization applications. Cloud neutral technology enables businesses to choose the cloud, hosted or hybrid deployment environment they prefer.

Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

Britannic Technologies

INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.

Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!

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.

Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

(read more)


Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.

Cloud IT Services GmbH

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:

Connex One

Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.

Consilium Software

Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
(read more)


Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.

Content Guru

Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.


Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:

*Caller ID reputation
*Call flagging/blocking
*Low contact rates
*Limited insight into list performance
*Time wasted resetting lead lists
*Dropped calls
*Poor answering machine detection

Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.

CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
Page: 1234

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