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Article : Take Security Seriously When Getting Back to Work

#contactcenterworld, @eckoh

Author: Claire Lynam, Marketing Manager, Eckoh

We all had to adapt quickly when the Coronavirus Pandemic took hold, which may have meant some organisations took short-cuts with security, suggests Eckoh, the contact centre security specialist who has helped a number of its clients to securely operate their contact centres from home.

The company is calling on UK organisations to take time to ensure their remote and home workers can offer the same levels of data and payment card security as their office-based contact centre, to ensure customers’ data is protected and the organisation is compliant. As the lockdown eases Eckoh is advising organisations to take a medium to longer-term view on how a remote or home-working contact centre can be set up to work alongside an office-based one to accommodate the ‘new normal’ where working practices may be very different.

"Criminals are opportunistic and have already seen this crisis as an opportunity for fraud," says Nik Philpot, Eckoh’s CEO. "They might use anything from phishing attacks via email, infiltrating organisations with planted employees, to obtaining card numbers that are read aloud or scribbled down on paper. People's homes aren't always secure spaces and mistakes can happen easily too. It's an uncomfortable reality."

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To eliminate these risks, Eckoh is recommending solutions for handling customer card payments — one that prevents agents from seeing, hearing or recording card details.

Eckoh is also encouraging companies to go a step further and offer more empathetic services to their customers via Chat and Chatbot technology, where PCI compliant, secure payments can be made within the Chat or Chatbot window. This is a big helping hand for remote or on-premise contact centres who are trying to handle an increasing number of customer enquiries. Having a Chatbot that can take secure payments also means that organisations can be available to customers 24x7 and for those who prefer to self-serve.

"It's another good example of how brands can be more supportive of customers at this time without compromising security. In the understandable rush to maintain customer service, it's essential that organisations get it right — even if that takes a few extra days. Customers need trust and confidence, now more than ever." says Nik.

The background story: How secure are home-working contact centre agents?

The Coronavirus has presented huge challenges for organisations. Some have closed their contact centres — mindful of a potential backlash of negative comments1 from customers who can no longer talk to someone about an order, booking or complex enquiry.

Other organisations tried to maintain business continuity by mobilising their workforce to work from home. But in the rush to ensure business continuity and good customer service, Eckoh is questioning whether adequate security measures are in place to ensure customers' personal details are safe.

Gartner reports that globally some two million customer service agents are now working from home, and this number has undoubtedly increased massively during the current crisis. But cyber-criminals are taking advantage of organisations’ weakened state by targeting them. In April 2020 alone, there were 49 data breach incidents globally, with a total of 216,141,421 affected records2.

While speed has been of the essence in getting contact centre agents to work home, Eckoh's concern is that organisations may have cut corners by opting for the cheapest or fastest route.

"In an office environment, contact centre agents are governed by internal policies, processes, procedures and security access. But what happens in the home environment? How do you keep sensitive details private?" says Nik.

The last thing a customer wants is to be relaying payment card information over the phone to someone who is not in a secure, controlled environment using a secure payment tool. Similarly, it's a big ask to make agents responsible for streams of sensitive card data coming their way, when they're not security experts.

Finding the right answers

"In any engagement, the point where payment card details are given out is the most vulnerable to attack, so this area needs to be locked down fast and effectively. This is the reason data security standards like GDPR and the Payment Card Industry Data Security Standard (PCI DSS) exist.

"Compliance and security do not pause for a crisis, and if anything, they need to be more rigorously upheld as customer service becomes more dispersed. Fortunately, technology exists to make this possible, acting as a shield around the home-worker as it did for the contact centre employee," says Nik. "This may take a little more time than some other solutions promise, but the peace of mind in having a water-tight security system will be time and money well spent in the long-term — and you’ll maintain customer confidence."

Eckoh’s recommended approach is to remove the risk of fraud by preventing sensitive data from entering the contact centre environment, something that can be replicated for the home-working environment. Put simply, the technology sits between the customer and the agent, preventing sensitive payment details from ever entering the agent's home environment, but still allowing the communication between the two to continue uninterrupted and for the payment to be concluded successfully. As a result, it removes the whole environment from the scope of PCI DSS.

As an effective interim measure, a similar solution can be used that removes just the agent, their screen, and any call recordings from the scope of PCI DSS. This simpler approach allows the customer to effectively type their own payment information into the agent’s payment screen, using a patented process, but with the details being shielded from view of the agent. It’s simple, but highly effective.

Whichever new working practices organisations adopt, security should remain at the heart of the operation, ensuring the business, the customers’ data and the contact centre agents are protected, secure and compliant.

#contactcenterworld, @eckoh


About Eckoh:
Company LogoEckoh is a global provider of Secure Payment and Customer Engagement solutions via our Eckoh Experience Portal. We’ve an international client base and offices in the UK and US. We're providers in transforming contact centre operations by delivering customer experiences across every channel, boosting agent productivity, reducing operations costs and maximising payment security. We’ve over 20 years’ experience in contact centre technology solutions. Eckoh has been a PCI DSS Level One Service Provider since 2010.
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Today's Tip of the Day - Speech Recognition

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

Published: Friday, June 12, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Dialer Solutions

 
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.) 
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.

3.) 
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

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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