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Article : Technology for 2010

2010 should see some significant leaps in the field of technology and its effects on contact centers. We asked industry professionals what technology they believe will have the biggest impact on contact centers over the next 12 months.

Ian Hamerton
NCC Manager
National Health Service Blood & Transplant
United Kingdom

"Speech technologies will be significant but overall I believe that it is the flexible platforms that will make the most difference. We need to be able to respond to changes in social communications and to do so without trying to pin it down first. Mistakes have to be allowable going forward."
About National Health Service Blood & Transplant

NHSBT is a Special Health Authority in the NHS with responsibility for optimising the supply of blood, organs, plasma and tissues and raising the quality, effectiveness and efficiency of blood and tra... (read more)
Marta Restrepo
Call Center - Manager

"The Web , the social networks and the self servicing."
About Avianca

Avianca S.A. (Spanish acronym: Aerovías del Continente Americano, formerly Aerovías Nacionales de Colombia) is the flag carrier airline of Colombia.
Karen Wenborn
Contact Centre Manager
Screwfix Direct Ltd
United Kingdom

"I guess I should say voice recognition technology! In reality, for most Contact Centres, true CTI will be the biggest driver to both efficient, effective calls and customer satisfaction. Should imrpove most metrics too!"
About Screwfix Direct Ltd

Screwfix Direct Limited operates as an online supplier of trade tools, fixings and accessories, and hardware products in the United Kingdom. Screwfix is the UK's supplier of tools, accessories and har... (read more)
Jonathan Judd
Director of Strategic Alliances
8x8 Inc.
United States

"Full Cloud based CRM with integrated telephony along with other integrated contact center products."
About 8x8 Inc.

8x8, Inc. (Nasdaq: EGHT) leverages its patented software technologies to deliver high quality voice solutions with integrated messaging and video to businesses of any size with employees in any locati... (read more)
Ashraf Imran
Manager Business Development
Fusion BPO Services

"SMS service, unified desktop and virtual reps"
About Fusion BPO Services

Founded in 2003, Fusion BPO Services is a global outsourcing services provider with dual headquarters in Draper, Utah in the US and Kolkata, India. Its end to end outsourcing solutions include the com... (read more)
Daniel Friedman
Senior Business Development Analyst
United States

"Speech Analytics"
About PointClear

PointClear creates business opportunity for its clients through comprehensive prospecting, list segmentation, sales lead management, and target market intelligence programs.
Teresa Jose
Product Marketing Manager
Altitude Software

"1. Business Perofmance Monitoring
Contact center managers must be able to define and track their own KPIs (key performance indicators). Also KPIs are the best way to show everyone in the organization the value of the contact center. The specific business indicators should be simple, easy and provide actionable information, such as the sales amount, the average balance saved, the recovered percentage, the number of appointments per qualified contact, and so on.
2. Integrated Workflow in the Contact Center"
About Altitude Software

Altitude Software is a global provider of omnichannel solutions to deliver great customer experiences. Its solutions help companies and organizations unify all customer interactions and become more cu... (read more)
Tom DePew
Senior Consultant
Haseman Associates
United States

"Unified communications will continue to have an impact because customer contact is multi-channel. UC will allow contact center vendors to have a complete view of customer interactions and have the tools to respond in a way that makes sense for each customer."
About Haseman Associates

Haseman Associates specializes in services for retail clients, including supply chain, BPO, and retail operations.
Nick Kossovan
Call Center Manager
GFL Environmental Inc.

"CRM software. The days of blanket customer experience are fast becoming yesterday's way of conducting business. Customers are now looking for personalized experience from large corporations. They want to be treated as individuals and not just another customer."

Charles Studt
Vice President of Product Management
IntelePeer, Inc.
United States

"Global IP communications and related next-generation voice technologies are transforming the contact center into a multi-modal, customer interactive exchange.

Yesterday's inbound and outbound contact center were often single mode, utilitarian environments that handled calls about issues or solicited new business without a clue for how clients’ or prospects’ wanted to communicate.

Today, it is possible for contact center operators to use extensive databases and rich media communications to assess their client's profile, use the integrated voice, web, chat, and SMS channels to gather information and deliver results faster and more accurately than before. As a result, customers will have a better experience, and contact centers will generate more revenues."
About IntelePeer, Inc.

IntelePeer delivers a complete business communications solution including: complete Cloud Contact Center, full-service cloud calling directly integrated with Cisco Spark unified communications, Enterp... (read more)
Alessandra Busilacchio
Operations manager
Saa International Assistance Srl

"artificial intelligence"

Duncan Baker
Director of Marketing and Communications
Institute of Customer Service (ICS)
United Kingdom

"Social networking and the increased role it will play in shaping customers' views of an organisation's brand and customer service reputation.Twitterstorms and websites such as Patient Opinion are now altering customer perceptions and corporate reputations in a way that comparison sites such as Tripadvisor did for toursim. Organisations need to recognise that consumers, patients, clients and residents are far more likely to use such channels than they are to use the formal complaints procedure those organisations employ. The challenge will be for organisations to positively address the issues raised by the development of social networking in this area."
About Institute of Customer Service (ICS), founded in 2001 by 3 brothers, helps customers build more than simple, static web pages. Webs is focused on providing customers everything they need to grow a dynamic site with an active com... (read more)
Ludo Raedts
The Webcare Company

"Social CRM will make it's big breakthrugh in 2010. Companies who refuse to cummunicatie using social media will have a hard time growing. For contactcenters that means that they have to have a good webcare team. It is imprtant that contactcenters are the owners of the webcare teams an not marketing, sales or the internet department because it is about interacting with costomers.
Self service wil improve because more intelligent chatbots will be able to help customers finding their way on out (bad) self-service websites."

Lindsey Foots
Marketing Manager
Martin Dawes Systems UK
United Kingdom

"Web self-service and real time support; chat tools."


New Media Analyst and Futurist
Brian Solis
United States

"Like most on this list, I'm sure everyone will say Twitter. However, I will lean towards the modernization of all social platforms that have long been ignored by most businesses...Forums, Groups, and bulletin boards. That's where everything started and for a large part, still continues."

Milan Ferliè
International Customer Solution Manager
Linea Directa Communications

"CRM with all multichannel info about our customer: What? When? How? Why? Where?"
About Linea Directa Communications

Linea Directa Communications is part of the Studio Moderna Group, one of the biggest and fastest developing direct marketing and call center companies. The group coverage 19 markets in CEE providing s... (read more)
Matthew Storm
NICE Systems
United States

"The NICE Systems’* first annual benchmark study (cited above) found that speech analytics deployments are expected to grow by 182% by 2011: Interviewees noted that speech analytics presents an opportunity for expanding this source of intelligence by obtaining valuable insights on key business issues from a readily available and historically overlooked information source— the conversation inside the call recordings. Respondents see plans for speech analytics deployments growing by 182% by 2011 compared to the first half 2009.

The contact center, usually the first point of contact for customers, bears most of the responsibility of ensuring a satisfying customer experience, but even more importantly in the current economy, bears the burden of keeping customer churn to a minimum. Companies in nearly all industries are implementing analytics solutions as a means to better understand customers and keep them. Analytics also affords an opportunity to understand how resources can be used more effectively and business processes can be improved to streamline operations and reduce costs."
About NICE Systems

NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in re... (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 - Team Names

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

Published: Friday, February 19, 2010

Printer Friendly Version Printer friendly version

2021 Buyers Guide Telecoms

Cloud IT Services GmbH

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:


Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555

Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511


Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

Nuxiba Technologies

Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!


Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
PH: 213-943-2023

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