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Article : Technological Evolution: Going too Fast?

Technology has been taking some huge steps recently, especially in the telecoms and computer industry. Considering that the contact center industry is dependent on adapting the latest communication technologies and software, how is this evolutionary race affecting the business as a whole? Industry professionals share their views.

Steve McArthur
Head Of Service Delivery
Prudential Corporation Asia
Hong Kong

"Yes, although most appear to be very expensive and therefore with smaller call centres the technology cannot be purchased unless there is a clear business / financial benefit. I don't think enough is shared or promoted about advances in technology. Maybe some of the larger institutions should use smaller call centres to test new technology."

About Prudential Corporation Asia

Prudential Corporation Asia is a European-based life insurer in Asia in terms of market coverage and number of top five market positions. The Company has life and asset management operations in 13 mar... (read more)
Christine Corelli
Christine Corelli & Associates Inc.
United States

"Yes! The cutting edge technology that is available is amazing, and critical to an organization's success."

Stephen Nolan
Delivery Excellence Manager Global Service Delivery Americas
United States

"I think the technology is but the customers are reluctant to support items like Voice recognition password resets. intelligent websites and end user self service. Technology is there what is missing is solid business cases and ROI"

About Hewlett-Packard

Hewlett Packard (HP) is a computer technology company founded in 1939 by Bill Hewlett and Dave Packard. They are best known for manufacturing computer peripherals such as inkjet printers, laser printe... (read more)
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Fawaz Hashmi
Engagement Director
Hashmi Consulting Services
United States

"Answer, here is adoption of technology and modification of existing process by leveraging new technology."

John Gelmini
Telephone And E Mail Strategy Manager
Essex County Council
United Kingdom

"British management is outdated in this respect which is why many of them wont agree to outsource operations even though the financial case for doing so is overwhelming.Their desire to exercise control is greater than their desire to reduce costs although you would be hard pressed to get any of them to admit it publicly. There are exceptions and outsourcing is growing in popularity at the same time as global competition forces organisations to reduce costs by encouraging virtual working."

About Essex County Council

Essex County Council is the county council that governs the non-metropolitan county of Essex in England. It has 75 councillors, elected from 70 divisions, and is currently controlled by the Conservati... (read more)
Eli Goldstein
Consulting Associate
South Africa

"They are improving fast enough, sometimes too fast for assimilation into companies"

Dan Collins
TMP Direct
United States

"Yes, maybe too fast. Difficult to stay abreast of changes"

About TMP Direct

TMP Direct is a service provider with specialities in Customer Retention and Customer Acquisition supported by Inbound and Outbound Contact Center Services, Fulfilment Services, POS Distribution Servi... (read more)
Nancy Massey
Director, Client Services
Yellow Pages Group

"Definitely, to the point that technology is moving faster than we can assimilate and integrate it within our operations while using it to its full capacity and functionalities."

About Yellow Pages Group

Yellow Pages Group (YPG) is a Canadian directory publisher. YPG published its first directory in 1908.
Yuval Bauman
Project Manager
United States

"Technology is not important (once it is stable it works properly) but operation is constantly change"

About FTS

FTS is a provider of Billing, CRM and Business Control solutions for communications and content service providers. By analyzing events from a business standpoint rather than just billing them, FTS all... (read more)
Patrick Louis
Senior Director Customer Experience Global
Canada Goose

"Yes it does. CRM technology has helped improved the understanding and segmentation of the client base. The speech analytics is supporting and leveraging not only the call center performance but also identifying and better understanding customer’s needs that will help drive marketing campaign."

About Canada Goose

Founded in a small warehouse in Toronto almost sixty years ago, Canada Goose has grown into one of the world's leading makers of luxury apparel.Every Canada Goose product is designed with purpose and... (read more)
Michael Muldoon
Customer Service Manager

"Yes, technology is going the right way, and at the right speed. A lot of the supplier consolidation in recent years hasn't led to a step change in what's available. The problem is identifying what meets your needs, as almost all competing products do 80% of what's needed - it's just never the same 80% when compared. It seems to me that many contact centres are investing in their people to resolve their problems in-house, rather than taking something of the shelf. Maybe we could be better at sharing that information."

About Diageo

Diageo is a premium drinks business offering spirits, wine and beer.
Vesna Ivanis-Luksa
Call Center Manager

"- some do, some don't - we are too often limited with technology limitations"

About A1

VIPnet is the first private mobile network operator in Croatia. It has been operating a GSM network since July 1999.
Steve Trifelos
Director, Strategic Partnerships
ITM Marketing, Inc.
United States

"Yes. We are generally on the leading edge of technology within our market niches and ahead of client and customer expectations."

About ITM Marketing, Inc.

ITM Marketing, Inc. is an experienced, multifaceted teleservices company located in Coshocton, Ohio, dedicated to delivering customized, value-driven solutions for your company's telemarketing needs.... (read more)
Ruby Sheriar
Call Center Manager

"Yes. Introduction of technology at all levels is improving supporting business growth e.g. - universal queuing, call blending with development of technology solutions to support multiple channels voice, non voice on a single platform - voice recognition and natural language processing enhancing the speed and use of automated systems - advanced analytics supporting real time decision making for call queueing, sales etc. - real time performance tracking and dashboards"

About HSBC

HSBC Holdings plc is a public limited company incorporated in England and Wales in 1990, and headquartered in London since 1993.
Craig Bonfield
Backline Support Manager

"As a technology company we are forever changing our technology to meet the customer's needs. This covers hardware as well as software. Some utilities are introduced that enable the technicians to work in a smarter way, such as WebEx and AppCritical. Integration of emails into the CRM has also helped, the tracking of contact with customers. There are other technologies out there, to assist contact centres, but are not specially directed towards tech support."

About Broadcom

Broadcom Inc. (NASDAQ: AVGO) is a global technology provider that designs, develops and supplies a broad range of semiconductor and infrastructure software solutions. Broadcom’s product portfolio serv... (read more)
John Torres
Sr. Vice President
American Stock Transfer & Trust
United States

"Technology is still behind customer expectations. The ideas are available but are cost prohibitive to implement."

About American Stock Transfer & Trust

American Stock Transfer and Trust Company is a large independent stock transfer agent in the United States.
Marc Bellavia
Manager, Direct Sales
United States

"I don't think technology is the problem, it that organizations need to be flexible enough with budgets to implement quickly based on the ever changing needs of the customer / economy. Often times, its not even a budget issue, its that organizations can't turn on a dime and re-tool agents quickly enough for changes in the marketplace."

About Sage

Sage is a FTSE 100 company in the North East. Even though we've become a global company, we're still rooted in the North East, with our head quarters in Newcastle where around 1,500 of our people work... (read more)
Simon Gamble
Call Center Consultant
United Kingdom

"The technology may be advancing but there is no single vendor that has created an adaptable platform that can handle it. We are still in a situation of rip and replace technology."

About Capita

Outsourcing - delivering measurable benefits to our clients What we bring our customers: Inspired productive people Streamlined administration processes Effective ICT Innovation Improved c... (read more)
Telesa Wilson-Finney
Correspondence Supervisor
United States

"I think technology sometimes moves too fast, if that's possible. Before the contact center can explore one new technology tool, two more are created."

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)

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 ''. We were established in 1999.
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Today's Tip of the Day - Crazy But True!

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

Published: Tuesday, July 21, 2009

Printer Friendly Version Printer friendly version

2021 Buyers Guide Customer Relationship Management

Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

Alycom Business Solutions

CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.


Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.

eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.


FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)

MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.

NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.


A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.

Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive


Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.


Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.

About us - in 60 seconds!

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