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Article : Challenges In Implementing a Multi-Channel Contact Center

Giving your customer the freedom of choice when it comes to communication is a guaranteed way to make those customers happy. But as more channels of communication open up and become available, the contact centers that integrate them are faced with new sets of challenges that can cause nightmares…

Andrej Carli
Business Unit Manager
Italy

"Basically the skill could be very different for answering in written way that over the phone, si it is better to have dedicated group. The best optopn is multimedia queue with a good tuning of preferences, skill and priority."

 
Karen Wenborn
Contact Centre Manager
Screwfix Direct Ltd
United Kingdom

"Distribution of workloads to meet service levels"

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)
 
Ertugrul Bayrakci
It Development Manager
Türk Ekonomi Bankası (TEB)
Turkey

"We will establish a collaboration back and front office operations. We can report and monitor each channels activities. So we will give better service to our customers."

About Türk Ekonomi Bankası (TEB)

Türk Ekonomi Bankası (TEB), a financial institution in the Turkish banking sector, started its banking activities in 1927. With its ever-expanding branch network and wide range of products and ser... (read more)
 
Fanti Holtzhausen
Group Manager
Old Mutual
South Africa

"Technology, system development - integrating call centre technology with our opperational systems."

About Old Mutual

Old Mutual is a leading international long-term savings, investment and protection Group.
 
Melissa Booth
President
United States

"It was shockingly easy."

 
Aneeq Hashmi
Team Lead
Pronexus Inc.
Canada

"We needed to find a CRM that we could port all of our data sources to and track tickets unilaterally instead of manually collecting call results and entering them into our legacy CRM. We also needed IP phones and Asterisk server to tie in Agents available via SIP , Skype connectors, and traditional TDM Voice and Voicemail."

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)
 
Susan Reisinger
Operations Manager
United States Navy
United States

"We need a new and updated ACD to integrate these streams and assign to next available agent."

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)
 
Karen Freeman
Assistant Director, Customer Service
American College of Healthcare Executives
United States

"Integrating all the channels seamlessly and simplying steps for staff. If we have all of these channels then it just makes the agent work harder sometimes not smarter. They have to do more which lends to more things falling through the cracks."

 
Sana Stephens
Director, Account Management
United States

"Workforce management to ensure resources are available to answer different channels types."

 

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 - Build In Training Time

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

Published: Thursday, December 10, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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