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

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

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

Balamurugan Muniraju
Senior Director of Operations
135
Kseniia Kasimova
Chief Marketing Officer
2
Alex Coombes
Marketing Manager
16
Richard Kimber
CEO and Founder
33

Article : Shane Abeyratne of Telstra Connect on His Involvment with Recent Awards

#contactcenterworld, @Telstra
What made you enter the 2013 awards in the first place?

We thought it would be a fantastic opportunity for Telstra to learn from the best on the world stage. We were also keen to share some of our experiences alongside other leading Contact Centres in Asia Pacific, in the hope of winning the honour of Best Large Contact Centre.

What were you hoping to achieve in the process? Was it recognition? Benchmarking? Something else or a combination of things?
We wanted to achieve a combination of two things - recognition for our people, and the ability to compare examples of best practice in other Contact Centres as a point of reference to the practices that we have in place.

When you were invited to be a finalist, what was your reaction and how did you share this with your co-workers?
It was exciting because it enabled our people to reflect on the milestones we achieved. In the lead up to the awards, we promoted the event on our plasma screens on the floor. We also gave our people the opportunity to view our entry video in their team meetings, which created a sense of pride when they saw themselves alongside our achievements on the screen. On the night of the awards, we kept our people informed through social media by updating our Telstra Connect@717 Facebook page.

You were asked to prepare a presentation, how did you decide what to include and what to share?
Our leadership team looked over what makes our Contact Centre special and unique, such as our design, Frontline support team, and the involvement of our people in our operation and decision making processes. We also structured our application – everything from the video to the personal presentation – around our people’s efforts. We used footage of them doing amazing things for their colleagues and our customers, and also involved them in the production of the video and presentations.

Can you share with our readers a couple of ideas you presented at the conference and how you apply those in your center?
One of the key ideas we shared at the conference was, ‘Be comfortable with the uncomfortable’. We do this by constantly checking whether we have earned our people’s trust on a daily basis, and if we haven’t, what do we need to do to regain that trust.
Another idea is that ‘Leaders need to work on and create the right environment for their people to excel in’. We practice this by proactively asking for feedback, and acting on this information immediately and effectively.

How did you feel about sharing with your peers – including those competing against you?
To us, sharing with our peers is what we are passionate about and what we love doing. It gave as the ability to reflect on our best practices, and hear from others about what made their contact centres unique and special. We thought about what could be important to our peers, and how we could add value to the conference for them, and structured our content around that.

?How did you feel before and after presenting?
We were nervous in the lead up to presenting our awards. Each member of our team presented in one of the three categories that we entered, so it was great to bounce encouragement off each other. Our presentations had been thoroughly prepared in Australia, so it was a good feeling that most of the hard work was over with when we arrived at the conference, all that was left was to share our ideas with our peers.

How would you describe the gala dinner?
The gala dinner was fantastic! All the nervous energy within the group was replaced with excitement as we waited for the awards to be announced. Overall, it was a great opportunity to celebrate with the contact centre industry in Asia Pacific.

As a GOLD winner, how did you feel being called on stage to receive your award?
The experience was surreal. Once the bronze and silver winner in each category had been announced, it left just one award to win. Having ‘Telstra’ announced as the gold winner in three categories was such a proud moment – we would not have won these awards if it was not for the incredible people we have in our team.

How did you celebrate your win at your company?
The celebrations started as soon as we were named gold medal winners. We shared our thoughts and photos via our Telstra Connect@717 Facebook page. Back in Australia, we purchased metallic gold letters that we tied to the staircases in our building, spelling the word ‘Thank you’ that our people were sure to walk past every day. We designed postcards for each of our team members that personally congratulated them on the win. On the back of these postcards, their one- up manager wrote a individual note to thank them for their contribution and constant hard work. Our Director of Consumer Contact Centres, Andrew Coull presented us with a three-tiered cupcake tree, which was a yummy treat for our people! Lastly, we gave each of our people a Telstra lanyard inscribed with ‘Connect – Best Large Contact Centre Asia Pacific 2013’ as a gift. It’s something that they can wear their building passes on every day and be reminded of their remarkable achievement.

How has entering and winning this award changed your company and motivation?
It’s given us the motivation to continue to be innovative for our people. It has injected pride into our community of champions, and made us strive harder to better ourselves and the way we work on a daily basis.

Now you are eligible to compete against the Best in the World in Las Vegas – how do you feel about that and how are you planning for this?
We’re extremely excited! We are currently reviewing our presentations and refining the areas to showcase what we believe, and what our people believe, are best practice. We are also discussing how we keep our people involved along the journey in the lead up to the Las Vegas Awards. It is important for us to feel like each and every person is involved, because without them, we wouldn’t have the opportunity to compete with the best in the world.

You and your company can learn from industry leaders on how to increase performance and productivity, avoid HR challenges, improve customer service and much more. Don't miss out on this amazing learning and networking opportunity! Visit www.ContactCenterWorld.com/conferences for conferences.  For more information on how you can take part in this prestigious and sought after awards program for the best of the best in the industry visit www.ContactCenterWorld.com/worldawards

#contactcenterworld, @Telstra


About Telstra:
Company LogoTelstra Incorporated is a global provider of advanced communications services to multinational corporations.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Ask How Can I Help..

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

Published: Friday, August 23, 2013

Printer Friendly Version Printer friendly version

2021 Buyers Guide Computer Telephony Integration

 
1.) 
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

2.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
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 technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

3.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)
PH: (+61) 406 501 368

4.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

5.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

6.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672

7.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

New 2021 Membership

About us - in 60 seconds!

Submit Event

Upcoming Events

Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...
 87 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =