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Article : Contact Center Technology: 9 Top Trends for the Upcoming Years

#contactcenterworld, @dialer360

Contact center technology is continuously updating and going on to higher levels. It is important for the contact center managers to open their eyes and adopt new technology. In this article, Nabahat Shanza, Content Writer for Dialer360 is going to suggest some ideas about Contact Center Technology Trends for coming years.


The year 2017 is predicted as the year of new technology and its development. It will affect the upcoming years in the field of technology positively. As most of the businesses depend on the technology and its change, similarly contact center business is nothing without technology. There are continuous changes in the trends of contact center technology and it proves that this industry grows up day by day.

There are many changes held in the contact center technology but the upcoming years will make a tradition of new technology in business. Without updated technology, no contact center will continuous it’s running in the race of market.

Here I am going to elaborate 9 uppermost technology trends for the uplift of the contact center business.

  1. Call Recording:

Automatic call recording is introduced in the past year and it is really very versatile and useful for the agents who do hundreds of calls daily. Sometimes, agents forget to press the recording button and they lose the chance of recording calls. But now they do not get the headache of pressing the button. New technology allows them to record calls without pressing any button. They have to only receive the call and the automatic recording software record the call efficiently.

This can ease the agents and give an authentic record to the managers of the contact center. By this agent’s productivity increase with the uplift of customer’s satisfaction.

  1. Live Chat:

Customers of today do not like to wait for a moment in the process of their help by contact center agents. So, the new minds of the technology have an idea to promote live chat on the web pages of the company. Companies like Dialer360 are providing live chat in their services to give ease to their customers. By this customers can get the connection with live support agents on the spot and get the solution of their problem.

  1. Cloud Contact Center:

The Cloud Contact Center is predicted to become the number one platform of choice for many businesses. According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of the last year. More than half of the Global 1000 companies will store sensitive customer information within the cloud. Therefore, companies will increasingly adopt virtual call centers due to improved security and efficiency.

While cost reduction is typically the main factor when investing in an enterprise solution. It’s no longer the only promoter for moving to Contact Center as a Service. Other noteworthy reasons are:

  • Speed of setting out
  • Flexibility and scalability
  • Ease of operations

  1. Customer Satisfaction:

The demands of the customers change with the change in time and technology. The customers of the new era are more demanding than the past. In this context, contact centers have to modify their technology and update it according to the need of the customers.

Rather than focusing on average call handle times, the online retailer almost exclusively centers on "Negative Response Rate (NRR)," a good indicator of both customer resolution and satisfaction.

Ring2 Dashboards & Wallboards Free Trial

  1. Omni-Channel:

Nowadays customers have quick access to wide range of channels, and they have a lot of choices about it. To complete the needs of your customer it is important that the customers should give the continuous service. If you miss a customer for a single time, there is the chance you may lose him/her.

That’s why completeness and consistency are so critical. So, you must be sensitive about the providence of your all channels which you show on your site page.

  1. Self Service:

Customers feel easy to help themselves instead of calling an agent and wait for his or her answer. Self-service provides customers the opportunity to resolve the problems on their own, this means they don’t need to contact the customer service team of the company.

It is a double win for companies as it reduces costs and offloads support capacity at the same time. It also helps in increasing customer satisfaction by enabling customers to solve complex problems when and how they want.

  1. Social Media:

Many customers like to voice their complaints on social media instead of calling a call center representative. For this reason, social media will become a critical component within the call center going forward. The current challenge may be collecting and harnessing the data for real-time use within a call center platform, but it should become less of one as data integration capabilities improve.

  1. Automatic Call Back:

Sometimes agents get busy on other call and they missed some calls, after that it is difficult for them to remember those missed calls. Automatic call back service can redial missed calls in order to connect with customers. It give comfort to the agents as well as the feeling of priority to the customers.

Customers feel happy and friendly when they get call back to solve their problem. You will become more trustworthy in front of customer and it will flourish your business.

  1. Proactive Customer Service:

Offering proactive customer care is a must. The days are gone when your agents used to wait for customer’s call or email. Companies should know when the customers are having trouble and must reach out before they have a chance to pick up the phone or before they know there is an issue. And all of this is possible with the help of a customer engagement center platform.

#contactcenterworld, @dialer360


About Nabahat Shanza:
I am Nabahat Shanza, working as a professional content writer in a leading call center software provider company named as Dialer360. You can contact me on Twitter: @nabahatShanzA, LinkedIn: nabahat-shanza-b2025a130/, Facebook: https://www.facebook.com/nabahat.shanza.

About Dialer360:
Company LogoDialer360 is a contact center software provider company. Dialer360 is an automatic Dialer which gives you the best quality of voice recordings with the perfect accent for your valuable customers.
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Today's Tip of the Day - Why Can’t You Take My Call?

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

Published: Monday, April 17, 2017

Printer Friendly Version Printer friendly version

2020 Buyers Guide Cloud Contact Center Solutions

Page: 12
1.) 
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)
PH: +603 5569 9816

2.) 
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.

3.) 
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)

4.) 
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 the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We enjoy good conversations!
PH: 800-886-9199

5.) 
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.
PH: +1 512-872-7565

6.) 
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.
PH: 800-741-2998

7.) 
Cloud IT Services GmbH

Dialfire
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:

8.) 
contactSPACE

contactSPACE
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.
PH: +61288803111

9.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
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.

10.) 
Edify Labs

Edify Huddle
Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee.

11.) 
Envision

Envision Click2Coach WFO/WEM
Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning.

For more than 20 years, Envision has been providing award winning solutions to our customers that optimize customer experience...
(read more)
PH: 206-225-0800

12.) 
Fonolo

Call back / virtual hold solution
Fonolo's solution can eliminate hold time from your contact center without changing any business process.

Fonolo's cloud-based call-back solution sits above your infrastructure, giving callers the option to receive a call back instead of waiting on hold.

This results in lower abandon rates, handle times, and costs -- and a superior experience for your customers.
PH: 416-366-2500

13.) 
Integra CCS

uContact
uContact is an All-in-One contact center solution. Our unique one-on-one customer service makes us perfect for small to medium call centers. Rather than relying on multiple applications we will offer you: - Dialers (Inbound & Outbound)
- SMS, Email & Webchat in a Unified Inbox
- A Call Center Designed CRM
- Completely Customizable Reporting
- Gamification
- Recording
- Voice Broadcasting
- Quality Control
- Live Coaching (Spy, Whisper, Collaborate)
- Many More Features & an Open API.

14.) 
Lieber & Associates

Technology Acquisition Consulting
L&A provides vendor-independent counsel to select, contract for, design, test, and implement cloud and premise-based systems. The firm has experience with all major vendors and many smaller ones. Lieber & Associates' technology consultants are contact center systems specialists with several decades of experience each.
PH: +1-773-325-0608

15.) 
Megacall

Megadialer
Increase the efficiency of your agents and generate a higher volume of effective calls saving time and money.
How it Works
With Megadialer you can choose the most appropriate dialling method for your campaign: previous or predictive.

Easy to Use Interface: Modify campaigns to suit your business

Customizable Campaigns: Numerous modules that will make your management easierl

Real-Time Analytics: Control all processes in the MegaDialer interface in real-time

All our rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511

16.) 
MFE International

Genesys PureCloud
Award winning Genesys PureCloud Contact Centre. A leader in the magic quadrant.Recognised by Gartner, Forrester and Frost and Sullivan. Secure and Reliable. True omnichannel- voice, chat, email, social and messaging.Includes inbound and outbound, from call routing and IVR to email, chat, social media, messaging, screen share, self-service options, workforce optimization, analytics,
PH: 96386615

17.) 
MyCallCloud LLC

MyCallCloud
MyCallCloud has 79,600+ Hours In Contact Center Software Up-time and is made of caring professionals with 60+ years of experience. If you need robust, stable, and user-friendly hosted (or premise) Cloud Contact Center Solutions, give us a call.
We provide ongoing consulting to assist clients to more effectively manage Inbound, Outbound and Blended calling with their on-site -or- remote staff. Integration solutions are many and are provided at low, or at no cost when on-boarding. Multi-channel, cutting-edge contact center solutions such as SMS, IVR message blasting (with Text-to-Speech), FB messaging, and other services such as No-Dial (voicemail delivery to cell phones without rin...
(read more)
PH: (888) 663-0760

18.) 
NeoDove

NeoDove Customer communication platform
NeoDove is an AI-powered, end to end tech-enabled customer communication and reporting solution that allows you to actively engage with your customers. It was built to ease the pain areas faced by most growing organizations in their pre and post-sales processes and to get rid of the limitations imposed by the traditional system, be it tracking leads, following up, connecting with customers or team productivity and efficiency. It has been built to meet all the sales needs of organizations and help them grow faster.
Within a short span of being in business, Neodove has managed to develop an impressive client portfolio spanning across various industries - RealEstate, Automotive, Edutech, Finte...
(read more)
PH: +91-9414031455

19.) 
NICE Systems

NICE inContact CXone
NICE inContact CXone is the leading cloud customer experience platform. Only CXone unifies Omnichannel Routing, Analytics, Workforce Optimization, and Automation and Artificial Intelligence – providing a seamless customer and agent experience – as part of one enterprise-grade, cloud native platform. CXone delivers the world’s most comprehensive digital-first omnichannel offering in the Contact Center as a Service (CCaaS) market. With its Open Cloud Foundation, CXone powers rapid innovation via open APIs, leading scalability and reliability (guaranteed 99.99 percent uptime), and carrier-grade connectivity (guaranteed voice quality).
PH: 1(866)965-7227

20.) 
Noble Systems

Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.
PH: +61 (0) 3.9008.1700
 
Page: 12

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