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Article : Making the Right Decision

Sometimes leaders come up with one idea or decision that has such a notable increase in customer service that others wonder how they did it. We asked industry professionals for the one decision they made that had the most dramatic increase in customer service.

Stephen Dawson
Vice President of Communication & Strategic Planning
The Heritage Company
United States

"The paradigm shift to use quality assurance as a tool to enhance sales performance, not just to address compliance concerns, has been a major factor in the improvement of our service."

About The Heritage Company

Heritage has decades of experience serving America’s nonprofits. We are honored that these charity organizations have entrusted us with their fundraising and public awareness campaigns. Heritage offer... (read more)
 
Dan Whelan
Senior Vice President, Worldwide Support
Epicor
United States

"Epicor guarantees that our customers receive first-class treatment. Epicor has instilled a sense of customer ownership from top to bottom, meaning customer issues are addressed on a personal level regardless of your position at the company. Each and every customer’s need is a priority at Epicor. This level of urgency increases the degree of responsiveness and drives customer satisfaction."

About Epicor

Epicor Software Corporation drives business growth. We provide flexible, industry-specific software designed around the needs of our manufacturing, distribution, retail, and service industry customers... (read more)
 
Karen Schweitzer
VP Sales Operations
Contact Centers of America
United States

"Implementation of the Cicero technology solution has not only allowed us to improve CSR performance, it has allowed us to serve more customers in a shorter time frame. We have been able to achieve 20-30% higher results for the test Client, and eliminated the time CSRs need to work with multiple systems. There is no need to enter data more than once, even though we might be using multiple Client systems."

 
....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW
Yolanda Perez
Director
American Heart Assoc
United States

"Weekly 1:1 sessions with every customer care specialist and monthly customer satisfaction training."

About American Heart Assoc

The American Heart Association is a national voluntary health agency whose mission is: "Building healthier lives, free of cardiovascular diseases and stroke."
 
Phil Taylor
Head Of Sales & Service Toronto
Tangerine
Canada

"The creation of our Employee Development path. Now, how has the employee development path had an impact on our client experience? In our evolution we have greater product training throughout the path which has allowed us to bring product lines together and ensure that a greater number of our staff is well trained in multiple products lines. This has a positive impact on our ability for FCR (first call resolution) on a greater number of calls. We have seen improvement in this area as well as less need for transfers. The client gets an associate that can help them right there on their first attempt to call us regardless of the complexity. This has also had a very positive impact on our NPS."

About Tangerine

Tangerine Bank, operating as Tangerine, is a Canadian direct bank and a subsidiary of Scotiabank. It offers savings accounts, Tax-Free Savings Accounts (TFSA), Guaranteed Investment Certificates (GIC)... (read more)
 
Armstrong Nsien
Project Supervisor
CONSOL SOLUTIONS LIMITED
Nigeria

"Monthly customer parley, a monthly meeting with project owners who have outsourced their contact centers to us, or contracted us to build and manage their in-house contact centers."

About CONSOL SOLUTIONS LIMITED

ConSol bridges the gap between governments, corporations institutions and their stakeholders using technology, facility provides efficient services in exchange of valuable information solutions that i... (read more)
 
Lori Greiving
Director of Business Development
Xerox
United States

"Our task as a supportive organization is to ensure that we always remember our agents are the most important people within our operations. We continue to look for ways to create less administrative work for our supervisors so that they can spend more time working with their teams. We ask our front line agents to hold us accountable to the expectations we have created through our 10 Commitments. If they are not getting the prescribed amount of coaching, one-on-one sessions or team meetings, agents are instructed to talk to their supervisor. If their shift does not align with their supervisor’s, their workstation is not nearby, their systems are not working or they are simply not getting help when needed, agents are directed to talk to their supervisor. If we still do not meet those expectations then they need to talk to a Manager, a VP or our Managing Director."

About Xerox

Xerox Corporation is a fortune 500 global document management company (founded in 1906) which manufactures and sells a range of color and black-and-white printers, multifunction systems, photo copiers... (read more)
 
Sue Tasse
VP Contact Center Operations
Percepta
United States

"Recognizing where expertise is needed, handling delicate or repeat issues before they escalate beyond your center. Dealing with these customers’ issues provides them a high level of satisfaction and belief that you CAN help and do care. Creating smaller, highly trained, empowered groups to deal with the escalated issues when necessary allows you to control cost, improve performance and meet ever changing demands."

About Percepta

Percepta Contact Center Services We manage customer relationships for our clients We provide customer contact center services that maximize customer satisfaction and loyalty. We implement our p... (read more)
 
Brian Tuley
Director of IT
Midco Call Center Services
United States

"See question 6:"

 
Richard Blank
Ceo
Costa Rica's Call Center
Costa Rica

"Being a lot more selective on the agents that we hire. A padded resume or a unique interview experience does not guarantee a spot on the floor. A person with a true passion to assist people will earn a place with my team. Sincerity is the most important trait for a customer service agent."

About Costa Rica's Call Center

Costa Rica's Call Center (CCC) is a telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every... (read more)
 
Gordon Pullan
Assistant Vice President
MassMutual
United States

"This last year we conducted a Lean Six Sigma Green Belt on Average Handle Time (AHT ). We were very intentional throughout the process to make sure that we were not implementing changes that would simply shorten a call for the sake of shortening the call. We wanted to find the real "fat."

We analyzed hundreds of calls and broke them down into segments. We found significant opportunities for improvement in our customer authentication process and in our after call work. We then gave our agents new training and new tools to decrease their AHT. Over the course of three months we saw a 20% reduction in AHT. The results have been sustained an additional six months. What is perhaps most significant about this, is that during the same period we have seen our quality scores increase as well. We were true to our goal of coupling efficiency and quality. We have also hit our service level every month since implementation."

About MassMutual

Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and stro... (read more)
 
Mike Hilmer
Ceo
One Contact Inc.
Canada

"Real time ability to monitor and maintain quality (through technology investments) as well as AHT. Investments made years ago still yield results and avoid surprises."

About One Contact Inc.

One Contact (Canada) Inc. and One Contact Inc. are wholly owned subsidiaries of OC Communications Group Inc. OCI own and operate their own call centers in North America and through a network of off-... (read more)
 
Ann Mayer
Ceo
Telephos Ltd
New Zealand

"Coaching. When you coach successfully your agents give awesome service."

About Telephos Ltd

Telephos provides Call Centre management, consulting and outsourcing. Our work with past clients identified the specific need within the New Zealand Contact Centre industry for these skills on a set t... (read more)
 
Craig Mento
Ceo
NexxLinx
United States

"invest in automation and knowlegde systems for the agents to be more effective"

 
Lee Waters
Managing Partner/CEO
Clear Harbor
United States

"Flattening our org structure to provide multiple resources closer to the people who need and use them. It's especially had a big impact on newer Associates that require more help to get comfortable, productive and effective in their positions."

 
Nancy Porte
Vice President, Customer Experience
Verint
United States

"The one decision I've made that has the most dramatic increase in customer service is to HIRE WELL! When you have the right people, customer service improves!"

About Verint

Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - m... (read more)
 
John Cockerill
President
The Taylor Reach Group
Canada

"Pushing key decision and authorization down to the lowest possible level, the agent, with clear oversight. This enables people to have a sense of ownership and empowerment. The effects are amazing, everytime. Risk is minimal."

About The Taylor Reach Group

The Taylor Reach Group is a call center and contact center consultants specializing in customer experience consulting and call and contact center consulting, management, performance, technologies, sit... (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 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Channel Selection

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

Published: Wednesday, March 10, 2010

Printer Friendly Version Printer friendly version

2021 Buyers Guide Dialer Solutions

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
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.

4.) 
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:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All 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

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

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