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Article : Potential Pitfalls with Remote Workers

We keep hearing about all the positive things that a remote worker program can bring to a company, but surely there are still some negative aspects that need to be addressed. We asked industry professionals what they believe to be the potential pitfalls of employing remote workers.

Dean LaGrow
Call Center - Manager
Phlanges Design
United States

"Team building is very difficult with remote workers."

 
Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"From an employee's perspective, they sometimes feel excluded from the company as a whole, can sometimes feel less motivated, as they miss out on regular feedback, office banter and relationship building with the internal customer. From an employer's perspective, a different style of management is required and a bigger element of trust required to make remote working successful."

 
Pamela Smith
EVP, Marketing
Teleperformance United States
United States

"Security, control"
About Teleperformance United States

Teleperformance is a global provider of customer experience management and global technology solutions through the implementation of RPA, AI and BOTS. We have nearly 80% of the Fortune 1000 companies... (read more)
 
Ring2 Dashboards & Wallboards Free Trial
Russ Kulow
Sales Director
AT&T
United States

"Data connectivity can be an issue, as can the ability to extend ACD functionality down to home agents, inclusive of agent statistics and reporting."
About AT&T

Recognized as a worldwide provider of IP-based communications services to businesses, AT&T is also a provider of wireless, high speed Internet access, Wi-Fi, local and long distance voice, and directo... (read more)
 
Gene Schaedel
Call Center Management Consultant
United States

"Training. Many self-directed learning programs do not work well.
Recruiting: You simply cannot utilize the same methods used to recruit in-center employees."

 
Mike Boyle
Consultant
Independent
United Kingdom

"It is essential to select workers who are capable of operating in an 'isolated' environment: not everyone is suitable for home working. The agent/advisor has to be as professional as if working in the main office. Consequently, additional management time is required for selection and continuing training/meeting to build and motivate the virtual team."

 
Malick Mohamed
Center Manager
Ikas Technologies
India

"Data Security, Communication problem. Training, Initial Handholding is over looked."

 
Natalie Romano
Managing Director
Avaya
United States

"Building the "team" mindset and relationships with coworkers and management is more challenging.
Ability to conduct team building initiatives is reduced
Depending on the technology requirements of the remote worker, potential quality of service issues may arise impacting customer satisfaction, FCR, etc. (i.e. IP calls with poor quality, DSL or Cable modem drops mid call, etc.) Planning is key and requirements must be clearly documented, communicated and validated on a regular basis to ensure standards are being met"
About Avaya

Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications an... (read more)
 
Mow Chung
Head of Business Consulting - Business Solutions Group: New York Metro
BT
United States

"measuring their productivity; security; trust"
About BT

BT is provider of communications services and solutions for everybody in the UK and for corporate customers in the rest of Europe, with global reach through partnerships. BT provides services for all... (read more)
 
Barb Courneya
Director
ConvergeOne
United States

"Security, Isolation, Potential background noise"
About ConvergeOne

ConvergeOne is one of the leading business communications specialists. With skills in Cisco based infrastructure, including security and wireless, collaboration, datacentre, virtualisation and storage... (read more)
 
Angie Tay
Country Director
TDCX
Singapore

"1. No visibility by supervisors who need to have a feel and touch of their team members
2. team synergy is lacking
3. Data security issues, workers at home can copy or extract all the information
4. Gen X workers might not like this idea"
About TDCX

TeleDirect is only as successful as the agents we assign to our client accounts. We provide exceptional customer service and support for you and your customers by giving you the option of how, when an... (read more)
 
Ken Karchinski
Director Call Center Sales
Aer Lingus
United States

"The potential pitfalls are staff not feeling in touch with the company.
ie. feeling of isolation.,"
About Aer Lingus

Aer Lingus Group Plc is the national flag carrier of Ireland. It operates a fleet of mostly Airbus aircraft serving Europe, North Africa, Turkey and the USA.
 
Sipho Zungu
CEO
BPESA
South Africa

"Challenges with management
Requires experienced and self-managed worker
Risk of data/information security"
About BPESA

BPESA operates both as a specialist investment promotion agency for business process outsourcing (including contact centres) and as a national trade association and networking body for the industry. ... (read more)
 
Richard Melling
Director
Wavenet
United Kingdom

"not having an adequate hosted system for remote workers to use effectively- if there is no accountability for time and performance then remote workers can 'hide'. ALso training can be more problematic, but this too can be solved with good remote systems allowing supervisoer listening and scoring."
About Wavenet

UK Data IT Ltd provides services to help companies who make outbound calls for sales, marketing, debt recovery, canvassing of opinion, charitable donations and market research.
 
Richard Walters
Director
Commendium Ltd
United Kingdom

"management of staff, Health and safety, isolation of staff, family pressures particularly on women. Providing appropriate ICT."
About Commendium Ltd

Commendium Ltd offers eCommerce, blending marketing, telecommunications and customer services.
 
Diane Peirce
Call Center Director
Numeris
Canada

"Coaching, training and communicating"

 
Babumohanan Kv
ceo
Phykon
India

"1.) They may cheat you by charging you and not working. 2.) Communication is not easy. 3) you may be not get a good product/services."

 
Steve Mosser
CEO
Sensée
United Kingdom

"There are a many perceived pitfalls, such as difficulty in managing, or workers feeling isolated and alone. However the reality is that with the right systems, processes and methodologies, remote workers are happier than inside the call center"
About Sensée

Sensée helps UK organisations to improve their business performance and provide customer service. Our team of service advisors (as well as our support and management staff) are employed and work entir... (read more)
 
Dennis Cooper
Product Manager/Director
TELUS International
Canada

"- Becoming disenfranchised with organization
- Quality control
- Distribution of confidential client information"
About TELUS International

TELUS International - a global contact center outsourcing, BPO and ITO company with delivery centers around the world, including in Canada, the United States, Central America, Europe and Asia. TELUS I... (read more)
 
Jacob Murray-White
General Manager
IVE Group Limited
Australia

"Honestly cant think of any, other than making sure that the remote agents really want to be working at home. People seeking full time "Bricks and Mortar" work will invariably return to that environment."

 
Mary Naylor
CEO
VIPdesk Connect
United States

"Not everyone is cut out for remote work. VIPdesk has been very lucky to work with a very talented remote team. However there are people who are simply not good at managing themselves outside of an office environment. Some people need closer supervision, some people need more frequent face-to-face contact, etc."
About VIPdesk Connect

VIPdesk Connect, a U.S. based provider of outsourced home-based customer care services, utilizes a home-based team of Brand Ambassadors (BAs) located across 23 States. VIPdesk Connect hires awesome pe... (read more)
 
Gina Minas
Manager, Health Resources
Northwestern Memorial Hosptial
United States

"Social isolation, lack of reliable equipment, technology issues- computer slowness, voice quality"

 
Jacqueline Forsythe
Triage Nurse Manger
Detroit Medical Center
United States

"Communication and the oppertunity to develop a working relationship with new employees who work in the office."
About Detroit Medical Center

The Detroit Medical Center is a Detroit-based non-profit corporation that owns and operates nine general and specialty hospitals in southeast Michigan.
 
Martin Catchpole
Operations Director
Call Catcherz Ltd
United Kingdom

"Security, Motivation, Tech Glitches"

 

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 - Do Your Agents Have All The Right Tools?

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

Published: Wednesday, October 28, 2009

Printer Friendly Version Printer friendly version

2020 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.
PH: +1 888-946-6878

2.) 
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

3.) 
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:

4.) 
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)
PH: +302109241486

5.) 
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.
PH: +6188803111

6.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

7.) 
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.
PH: +49 351 44529800

8.) 
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
PH: +34 952 667 511

9.) 
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.
PH: 877-588-2292

10.) 
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!
PH: +441617102740
 
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