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Article : Is Your CX Strategy Ready for The Year Ahead?

Senior Director of Marketing at RingCentral Engage Digital
RingCentral, Inc.
Add Contact

#contactcenterworld, @ringcentral

Author: Julien Rio, Senior Director of Marketing at RingCentral Engage Digital

The digital transformation of enterprises advanced significantly in 2020. Many of them had to quickly adapt to deploying remote work and, moreover, expand their usage of digital channels.

A contemporary study by McKinsey demonstrates that implementing some core aspects of current working solutions could have saved five years on the adoption of digital tools. In this context, what will be the outcome of these developments in 2021? What trends should you enact now to assist your organization adequately in the future?

1. Fully digital journeys replace physical interactions

The shift to digital experiences has been undertaken for several years in the retail sector. Today, retailers have to distinguish themselves by offering choices to the brick and mortar experience, a position expedited by events in 2020. This trend is further backed by 49 percent of customers who say they buy more online since the start of the health crisis.

Systems such as click & collect, previously applied by the principal retail players, are expanding to all industries. Shop journeys are planned and concentrate on the customer experience, often through a team member.

Therefore, digital can assist the sales teams in physical stores. This performs a pivotal role in aiding sales staff in-store. Mainly since the rise of digital interactions is set to increase by 40 percent in 2021, according to Forrester. To anticipate this increase, organizations must adopt the channels their customers use and love, and for their agents managing them, the tools to manage channels with ease and frictionless effort.

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2. Flexibility is a fundamental

Contact center flexibility is a vital specification of a successful customer experience. At the beginning of 2020, businesses had to swiftly deploy solutions for working remotely to sustain a level of flow.

For enterprises with digital maturity, it was easy. But more difficult for others who had not yet fully developed digital systems.

Companies relying mainly on the cloud were able to handle this transition quickly. At the same time, those with on-site solutions encountered severe obstacles, in particular, due to the need for physical hardware.

This year, the versatility to be available to customers and satisfy their expectations becomes indispensable to standing out. Therefore, companies should embrace adaptable strategies empowering them to accommodate changes.

The use of comprehensive technologies offers flexibility and can combine the innovations of tomorrow with company fundamentals.

3. Asynchronous communications proceed to grow

The rate at which asynchronous interactions for customer service continues to grow is phenomenal. Channels such as Facebook Messenger and Instagram have seen daily conversations increase by 40% amongst customers and businesses.

Also, with 2 billion users on WhatsApp and 1.2 billion on Messenger, consumers’ attitudes change and encourage the increased use of these messaging apps throughout the customer journey.

GAFAs continue to support this shift to asynchronous, by promoting the messaging activity. For example, Google began the rollout of Business Messages, allowing users to message a business preferably rather than making a call and alternately pushing direct messaging.

Globally, there have been peaks in every sector over the past year for customer service queries. With bricks and mortar stores closing temporarily from time to time, it means customers have looked towards digital channels and those that offer the feature of asynchronous messaging.

To meet the expectations of instantaneous favoring customers, fast asynchronous communication is increasingly displacing synchronous channels such as live-chat. In 2021, implementing the best tools to handle these demands and answer within the appropriate timeframe will be imperative.

4. The customer experience by phone is developing further

Digital channels are acclimated to many circumstances and enjoyed by a burgeoning number of customers. Nevertheless, the phone continues to be a profoundly used and necessary channel. It could have been the root of difficulties, essentially, because of queuing or wait times, but the phone sees its methods enhanced thanks to digital.

Call deflection makes it feasible to redirect calls to digital channels when suitable for the customer and the company. It can be proposed before the call, throughout the queue, or during the call. The customer can communicate by telephone when needed and utilize digital when it is more fitting. This exchange of channels can be extended to perform a payment or collect necessary information (order tracking, price, etc.) promptly via digital channels, without idling time.

Automation and digital make it possible to reduce call volumes and provide much faster answers. Agents are less constrained by resolution time goals and can provide better service. In 2021, the call deflection approach will be more widely adopted to support the transition of telephone interactions to digital.

5 The best balance between human and automation

Artificial Intelligence is a significant trend that has been unfolding for many years. We are presently at a high-level where use cases are becoming further relevant and no longer diminishing the customer experience.

Companies have increasingly identified the most fitting cases for chatbots. They have ascertained more enhanced collaboration among chatbots and agents, which can free up time to concentrate on demands with greater added value.

Customers have become more and more used to this technology and see it less negatively than before. According to an Uberall study, 80% of people who interacted with a chatbot had an excellent experience. The main benefit they see is being able to get responses around the clock. In 2021, companies will continue to rely on the complementarity between agents and chatbots to simplify the customer experience.

6. The integration of Customer Service and Unified Communications tools enhances CX

Every day, customer service agents can be faced with barriers that depreciate their effectiveness and influence the customer experience. Agents can lose up to an hour a day shifting between tools, and 73% of customers say that valuing their time is the most important thing a company can do to provide them with good online customer service.

Employee satisfaction also has a meaningful impact on customer service. By providing agents with the best tools, they can interact seamlessly with the team through different modes (team messaging, video, and phone) to receive the information they require and resolve customer requests quicker and more efficiently.

The adoption of unified communications tools even more likely and necessary since the extended use of remote working. This axis should be an inclination for companies planning to advance their customer relations in 2021.

Digital will remain a central point in the customer experience into 2021. Thanks to the growth of automation to support agents and the generalization of new forms of exchange, organizations will be capable of putting people back at the center of the customer experience, to sustain a strong link with customers.

#contactcenterworld, @ringcentral


About RingCentral, Inc.:
Company LogoRingCentral is a publicly traded provider of cloud-based phone systems for businesses. It is headquartered in Belmont, California and has offices in Denver, Colorado; Manila, Philippines; Xiamen, China; St. Petersburg, Russia and Odessa Ukraine.
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Published: Wednesday, February 24, 2021

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2021 Buyers Guide Cloud Contact Center Solutions

Page: 1234
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)

2.) 
Adversus Dialer

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

3.) 
Alcor Consulting, Inc.

HoduCC/VoipCor
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.

4.) 
Amtelco

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.

5.) 
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.

6.) 
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.

7.) 
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)

8.) 
Britannic Technologies

INBOX
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.

9.) 
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!

10.) 
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.

11.) 
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

Say...
(read more)

12.) 
CallShaper

CallShaper
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!

13.) 
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.

14.) 
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:

15.) 
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.

16.) 
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)

17.) 
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.

18.) 
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.

19.) 
Convoso

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.

20.) 
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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