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Article : The Evolution of Enterprise Cloud Communications

Good communication is central to a thriving business, regardless of size. Organisations are continuously looking for innovative ways to improve connection and collaboration seamlessly between employees, partners, customers and suppliers in real-time and across any channel irrespective of geographical boundaries. Today’s businesses are demanding more from their cloud communications - it’s called Enterprise Communications as-a-Service. Enzo Signore, Chief Marketing Officer at 8x8 discusses how ECaaS is re-defining the cloud communications experience and how continuous communications is becoming the new killer app in business.

The goal for organisations is to improve business efficiencies, optimise workflows, improve the customer experience, increase productivity and reduce costs. ECaaS is a game changer in helping global companies achieve these goals. Customers demand a continuous communications experience, with the ability to seamlessly switch from chat, messaging and voice while roaming across multiple networks, such as 3G/4G LTE and Wi-Fi. Continuous communications is becoming the real killer app.

Reducing Complexity

Whist there are very clear benefits to Unified Communications (UC), it does come with some level of complexity. Bringing together disparate communications channels in a seamless, easy to use platform that can be deployed - not just on the desktop but mobile devices as well - is a complex proposition.

Also, hosting UC on-premise requires dedicated trained staff to manage the provisioning and ongoing maintenance of the solution. There is also the question of capital outlay when expansion or upgrades are required.

Additionally, an enterprise-class UC system is a critical tool to an organisation, and therefore demands high levels of service availability and resilience. Many IT support departments may not have the staff, budget or expertise to provide an ‘always on’ 24x7 service demanded by a global workforce.


Re-defining ECaaS

Aging PBXs and call centre infrastructure are keeping enterprise communications from meeting user and customer demands since legacy on-premise equipment cannot keep pace with mobility, conferencing and messaging. The rigid and complex systems of the past are difficult to manage and don’t easily scale or have a true global reach - let alone meet "always-on" user expectations. ECaaS is a new and evolutionary approach, seamlessly integrating voice, video, conferencing and other real-time channels to improve communication flow in any organisation.

Ease of provisioning

Moving to a cloud delivery model provides organisations the ultimate business flexibility. They can choose to give access to any employee, in any location on any device. This means technology limitations no longer dictate organisation’s provisioning strategy. Instead, the company can choose which applications will benefit the business and decide when to provision and to which users.

Operational overheads

Cloud based solutions have lower operation management overheads in comparison to on premise solutions. IT departments are released from the general administrative management tasks, such as software upgrades and patch management, which are essential yet time intensive tasks that may require travel between office locations to perform the updates. With a cloud-based solution, these tasks are centralised, enabling the IT administrator to make the changes at the management console that will then be rolled out across the network.

Rapid deployment within weeks

With on-premise solutions, IT departments can spend months testing new applications or upgrades before rolling out to the users. With a cloud-based solution, a new application or feature upgrade can be presented to the business as soon as the service provider makes it available. This means the organisation can roll it out according to their own schedule, allowing the organisation to deploy quickly and gain a competitive edge.

Efficient use of budgets

A cloud-based solution offers organisations greater level of budgetary control than on-premise solutions. They can adopt an open utility model, operating on a pay-per-user basis and expand capacity as needed. This avoids the headache of finding capex budget for expansion. Cloud solutions also have a lower total cost of ownership in comparison to on-premise solutions since there is no upfront capital outlay or extensive IT staffing costs.

Ease of migration

Migrating from an out-dated legacy solution to a new on-premise communications and collaboration solution can be costly and invasive to the organisation. Removing old infrastructure and seamlessly replacing with a new system is costly, time-consuming and disruptive to the business. In comparison, cloud solutions offer a risk-free migration path as the company can operate a hybrid environment, introducing the new service at a pace they are comfortable with.

Taking the leap

Unified communications is a mature and proven technology and today’s cloud based service offerings are directly comparable to on-premise solutions in terms of features and benefits. Moving to a cloud delivery model provides organisations all the benefits of UC, but at a lower utility cost, removing capex as the barrier to entry. There are many cloud service solution providers to choose from, but organisations should seek a technology partner that understands their growing business today and beyond.

ECaaS has the ability to change the customer experience, the way we interact, improve business efficiencies and increase productivity. By working with a trusted advisor, organisations of all sizes can harness the power of the cloud to achieve their business objectives


About Enzo Signore:
With extensive international experience and a global view, Enzo has over 20 years of global marketing, product management, sales and business development experience. Before joining 8x8 he held senior management positions at Avaya, JDSU, and Cisco. He holds a master’s degree in telecommunications computer science from Politecnico di Torino, Italy.

About 8x8 Inc.:
Company Logo8x8, 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 location on a wide variety of business telephony, web and mobile platforms. 8x8 also offers managed hosting and cloud-based computing services.
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Today's Tip of the Day - Find The Right Solution

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

Published: Friday, January 29, 2016

Printer Friendly Version Printer friendly version

2021 Buyers Guide Customer Experience (CX)

Page: 123
1.) 
3Fiftynine

Branches
Improves customer experience by helping find the agent the right information within a click.

2.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API M...
(read more)
PH: +44 (0) 207 397 8725

3.) 
AmplifAI

AmplifAI Performance Acceleration for Sales & Service
AmplifAI integrates all contact center data sources, and uses AI to drive personas which capture the metrics and behaviors of high performing agents, and then delivers actions to the organization to replicate the high performers. This process drives a sustainable and consistent agent improvement model that allows for faster speed to proficiency and improved performance across the call center resulting in improved productivity, sales and customer experience.
PH: 3363030506

4.) 
Aspect Software

Aspect CXP Pro
Aspect CXP Pro is a feature-rich, cost-efficient software suite that pairs Aspect's powerful application lifecycle management platform, Aspect CXP, with its enterprise-class IVR platform, Aspect Prophecy—for a complete toolset that empowers enterprises to easily design, implement, deploy and manage IVR and digital self-service applications across multiple customer channels. With its easy-to-use web-based Business User Interface, even non-technical staff can quickly implement changes, roll out updates, monitor usage and maintain the entire array of self-service applications for voice/IVR, mobile web, messenger apps and SMS.
PH: 1-888-547-2481

5.) 
At Random Communications

Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.

Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.

Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.

Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
(read more)
PH: 8605673733

6.) 
BravaTrak

BravaTrak
BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement.

It does this, by:
- Providing you with a customer experience coaching framework
- Turning your managers into High-Performance Coaches
- Giving you real-time visibility of your managers’ coaching activity

We’ve refined this system over the past 27 years, working with over 50 large organisations. It’s been tested and proven across inbound sales and service, and outbound sales and retention.

Whatever the nature of your channel, BravaTrak can help you avoid missing your customer experience targets, while improving employee engagement.
PH: +64 9 623 3662

7.) 
Britannic Technologies

INBOX
INBOX: A place for every digital interaction!

INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised.

Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time.
PH: 01483 242526

8.) 
Calabrio

Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
PH: US: +1 (855) 784-2807 | EMEA: +44 0203 367 2122

9.) 
Callsultant

Outsourced Contact Center Services, Contact Center Consultancy Services
We offer a wide range of inbound and outbound services including;
-Sales, lead generation, market research, fundraising, appointment setting, collections, telemarketing, customer service, help desk, order taking, technical support. In addition, we provide omni channel support services such as chat & email support along with back office processing services such as transcription, data entry, Order management, E-Commerce order follow-up.

10.) 
ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major 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®, Aspe...
(read more)
PH: +302109241486

11.) 
Conectys

Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions.

We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements.
PH: 646-381-1599

12.) 
Consilium Software

Consilium UniRSM™
Many contact centers are providing critical services in these challenging times, with agents not only having to handle new customer situations, but also with agents often working alone from home without the face-to-face support of their supervisors and managers, who may also be working remotely. Trained and proficient agents translate into happy customers, with monitoring and coaching playing an important role in developing agents’ abilities. Consilium UniRSM™ is a perfect solution for this, where supervisors can perform real-time quality monitoring and coaching by dialing in from any phone with secure, role-based access.
Has your contact center moved to Cisco Jabber softphones for agents,...
(read more)
PH: (+61) 406 501 368

13.) 
ContactEngine

ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.

ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.

14.) 
Creative Virtual

V-Person™
Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.

V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),...
(read more)
PH: +44 (0)20 7719 8332

15.) 
CUSTOMER SQUARE

CROSSCRM.CX
Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.

Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.

CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.

We ended this features list in 2008 by add...
(read more)

16.) 
Customer Touch Point

Engage To Influence
Customer Touch Point specialises in long-term and instant impact customer experience solutions for organisations worldwide, providing the tools and support they need to deliver effortless customer experiences. We are also the brand behind the powerful Engage to Influence™ methodology, which sits at the core of every single customer project.

By delivering real-time customer insight; designing customer journeys to positively influence behaviour; and implementing end-to-end technology solutions that provide a seamless experience across all channels, we enable our clients to improve customer experiences and reduce cost of contact at the same time.

Our solutions include:

• Contact Cen...
(read more)
PH: 03300 200444

17.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

Flexible to scale up, and down, to suit your business needs and helps you prepare for future customer engagement needs.
PH: 01442 458300

18.) 
eGain Corporation

eGain Virtual Assistant™
eGain Virtual Assistant™ is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week.

A user simply chats with the virtual assistant (also called virtual agent or chatbot) like they would with any human agent. The chat bot understands not only the words but also the intent, thanks to a portfolio of AI technologies, including machine learning and reasoning. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The VA provides answers to customer queries, even helping in shopping decisions. At any point, it can seamlessly esca...
(read more)

19.) 
Frontline Call Center

Contact Center Outsourcing
Frontline provides customer care, technical support, and patient engagement through outsourced service agents for 10 core industries on behalf of over 100 different brands. We understand that you have the same pride in your business that we have in our own. For this reason, we approach client relationships as a partnership, acting as an extension of your vision and team. Support is measured biannually to make sure that our CSAT and NPS scores stay above industry standards. We are always open to supporting new genres when the fit is right.
PH: (800) 397-5165

20.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488
 
Page: 123

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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...
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