Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Sefanaia Silimaibau
Supervisor Quality Assurance & Trainer
282
MEMBER
Bill Quiseng
Chief Experience officer
114
MEMBER
Aleksandar Sandic
Partnership Manager
7
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
83
MEMBER
Iryna Velychko
President
4

Article : How to Create Better Agents with the Cloud

#contactcenterworld, @brightpatternus

Companies are continuing to move away from on-premises technologies and move to the cloud to realize benefits like reduced operational cost and IT, increased innovation, increased reliability and scalability, and much more. But have you ever thought about the impact of cloud-based contact center software on your agents? And how you may be able to create better agents with the cloud?

Agent turnover for the contact center industry is more than double the average for all other occupations in the US, ranging between 30–45% in 2018. With the high cost associated with hiring and training new agents, call centers are looking at new ways to engage and empower agents, including more intuitive and user-friendly UIs, gamification, rewards, and more. But one of the best ways you can support your agents and empower them to become super agents is to move your contact center to the cloud.

Easy-to-Use Cloud UI

Cloud platforms come with more intuitive user interfaces with frequent updates. With an innovative cloud offering, companies can reduce training time and empower agents with easy-to-use tools. Bright Pattern customer Transcosmos reduced its average agent training time from 3 days to just 3 hours. Reduced training time offers significant cost savings and enables call centers to meet demand and rapidly expand into new locations when needed.

"From day one, our employees saw the value in the product and liked being able to use it…I think that says something about what Bright Pattern is doing," noted Jon Ward, Managing Partner of MoneyLadder.

 

Cloud CRM Integrations

If your CRM is in the cloud, it makes sense for your contact center software to be in the cloud as well. Contact center software has out-of-the-box integrations that help agents be more efficient in their day-to-day job. A seamless CRM integration provides an easy-to-useAgent Desktop designed to reduce agent training requirements with screen pop, automated identification, prioritization, self-service, and much more.

 

AI Agent Assistance

Cloud technologies are more innovative than on-premises technologies because they allow companies to get updates on the fly and take advantage of emerging technologies like AI and bots. Bots can be utilized to conduct low-effort transactions, allowing agents to focus on more engaging interactions. Companies can also utilize AI to assist agents in their interactions by having a bot listen in on the conversation and make recommendations. For example, if a customer is looking for a good hotel in Denver, the bot can pull up a list of recommendations from the knowledge base and the agent can make a selection. 

#contactcenterworld, @brightpatternus


About Bright Pattern Inc:
Company LogoBright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a measured 99.99% uptime. Bright Pattern’s out-of-the-box CRM integrations increase agent productivity with integrated UI, click to call, screen pop, and activity history, automatically saved with the ticket. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels.
  Company Blog   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Telephone Numbers

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

Published: Monday, May 13, 2019

Printer Friendly Version Printer friendly version

2024 Buyers Guide IVR

 
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.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

5.) 
Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)
 

NEXTGEN-TV

NEXTGEN-TV PROGRAMMING

NOW PLAYING
Starting on the hour every hour today

Contact Center Best Practices in the Middle East
WATCH

Coming up this Week

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 8409 
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 3338 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =