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Article : The Global Community

Modern telecommunication and the adaptation of VoIP have pushed the boundaries of customer service to a global level. There is no way to tell if the person we are speaking to might actually be thousands of miles away when calling for service or information. But can the multitude of diverse cultures make a difference in the service we receive?

Greg Beaver
Vice President Customer Services
United States

"I have noticed a hue difference. I always make a point of asking call center associates the location of thir center and they always tell me. I have noticed eastern countries seem to have a more "automated" tone and approach to trying to be friendly and engaging. The typical, Thank you Mr. X and how is the eather n X," seems very insincere. When there are problems there seems to be a lack of empathy and sincerity and it has the feel of a cold experience. Apologies seem hollow and the escalation is never an easy process. I do not for one minute believe the individual is any less capable but voice inflection and manerisms do not give me thefeeling the company really cares about me as a customer."

 
Linda Olsan
Customer Care Operations Manager
Assurant
United States

"Yes -- there is a language barrier when dealing with Customer Service from India and the Philippines."

About Assurant

Assurant Solutions companies develop, underwrite and market specialty insurance, extended service contracts and other risk management solutions in collaborative relationships with financial instituti... (read more)
 
Ciara Coghlan
Customer Care Manager
eir
Ireland

"Nothing noticeable"

About eir

Eircom Limited, trading as Eir, is a fixed, mobile and broadband telecommunications company in Ireland, and a former state-owned monopolist. It is the largest telecommunications operator in the Republ... (read more)
 
Kam Gill
SSCC Manager
Northern Alberta Institute of Technology
Canada

"Contact centers in India seem to be much more professional. I have had more accent issues with reps in Canada/US then I do with the Indians that have well trained staff."

 
Christine Ashworth
Head of Customer Service
Zendor GSI Commerce
United Kingdom

"Certainly I think there are also different expectations from a consumers perspective in what they expect. I run a multi lingual call centre (mainly across Europe) and its evident across the languages we provide."

 
Barbara Mount
Director, Customer Service
Imperial Parking
Canada

"Not in culture, specifically, but I've noticed that in Vancouver, British Columbia (where I live) the level of service is generally better than in Toronto, Ontario (where I travel on business monthly)"

About Imperial Parking

Impark operates almost 2,000 parking facilities with 450,000 parking spaces in North America.
 
Kainat Zehra
Head Customer Care
India

"yes, it is more proactive in western countries then in Asia or Middle East"

 
David Heminsley
Business Owner
Daves World
United Kingdom

"no"

 
Graham Kingma
Vice President Customer Experience
The Shopping Channel
Canada

"In my opinion the service provided by an agent has very little to do with their culture. It has everything to do with the level of engagement of the people providing the service. These levels of engagement can be high or low regardless of the cultural background. The idea that someone from India provides worse service that from someone down the street is a myth. Engagement, training and proper access to solution oriented tools are key to good service, not culture."

About The Shopping Channel

The Shopping Channel is a Canadian TV shopping network that offers a wide range of products in different categories like gifts, fashion, health & beauty, Jewellery, electronics, as seen on TV products... (read more)
 
Lissa Millspaugh
Vice President Operations
ChoicePay
United States

"I personally have not; but I am not at all uncomfortable dealing with people from other cultures."

 
Mary Hampton
Consultant
DXC Technology
United Kingdom

"Very positive experiences with a medical insurance company whose service operations are based in South Africa."

About DXC Technology

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across pu... (read more)
 
Jeffrey Folkins
Sales Agent
Bell Aliant
Canada

"I find in the last five years that the customer service has improved greatly from what it had been. The agents are much more courteous and more informed on the products that they sell."

About Bell Aliant

Bell Aliant is one of North America’s regional telecommunications providers, serving a population of 5.3 million Canadians. Bell Aliant was created by joining Bell Canada’s regional wireline busines... (read more)
 
JoAnna Brandi
President
Return on Happiness
United States

"Yes. We all come to an experience with our history. In lieu of being trained continually in the company culture and how the company wants us to represent it, we revert to what we brought to the party. Different cultures have different attitudes towards service and customers. I won't generalize here, but I will say that it's critical to know what kind of customer experience you'd like your company to be known for and be sure to hire and train in alignment with that. Otherwise, you get what you get."

About Return on Happiness

JoAnna Brandi & Company provides customer retention and loyalty has been in business since 1990. JoAnna specializes in creating positive cultures and brings the Science of Happiness into the workplace... (read more)
 
Penny Phaneuf
Director, Client Services
Top Local Search
United States

"Yes, even in regional cultures of the US. For example, people from the East Coast are extremely impatient and demand instant answers. If they are dealing with support from a region with a lower sense of urgency (say California or the South), they interpret this as poor service. Conversely, when dealing with outsourced support, it is extremely frusterating to deal with someone who cannot identify with your sense of urgency."

 
Ginger Tidrow
Customer Relations Specialist
FedEx
United States

"Yes. The main problem is understanding on both sides. Americans use slang, speak fast, and we have a lot of different accents. It's hard enough for us to understand each other, let alone someone with a limited understanding of American English. As an example, in a service situation where someone wanted me to delete the temp file and it sounded like he was saying deep file."

About FedEx

FedEx is committed to providing outstanding customer experience, to being a great place to work, a thoughtful steward of the environment and a caring citizen in the communities where we live and work.... (read more)
 
Darleen Witmer
Customer Service Manager
darleen.com
Canada

"Not really."

 
Grace Heny
Director
168Solution
Indonesia

"Yes and no. I believe everybody require first resolution as the main expectation, but soft skill and courtesy is very vary widely from one culture to another."

About 168Solution

168Solution is a leading Consulting and Training of Contact Center, with proven approach and experience in Contact Center or known as Digital Interaction for Inbound and Outbound, Voice, Email and alt... (read more)
 
Jan Shabi
Communications Supervisor
Metropolitan Police Service
United Kingdom

"no"

About Metropolitan Police Service

The Metropolitan Police Service (MPS) is the territorial police force responsible for policing within Greater London, excluding the 'square mile' of the City of London which is the responsibility of t... (read more)
 
Larry Poyner
Director of Marketing
Uber Results
United States

"Yes. It is quite obvious when the service has been outsourced to India, the Philippines, or South America. Often times, language does not translate accurately, the heavy accents lead to communication problems, and issues that need escalated do not get appropriately escalated."

 
Marylee Woods
Customer Service & Training Advisor
City of Des Moines
United States

"No, not really."

 
Jerry Farrell
Customer Service Operations Manager
Fresenius Medical Care
United States

"I have had several calls recently with agents from American Express, and it's obvious the call center is in India. When dealing with cultures unfamiliar with my own, there is a lack of awareness of what is important to me based on the vocabulary and voice tones I choose, and there is a total lack of sincerity in a monotone scripted apology that disturbs me even more."

About Fresenius Medical Care

Fresenius Medical Care is a large integrated provider of products and services for individuals undergoing dialysis because of chronic kidney failure, a condition that affects more than 1,770,000 indiv... (read more)
 
John Rico
Manager: Customer Care
Boingo Wireless Inc
United States

"None"

About Boingo Wireless Inc

Boingo Wireless is a private American company that provides wireless communication services, specifically Wi-Fi. It was founded by Sky Dayton, who also founded Earthlink.
 
Helle McDermott
Customer Care Leader
PerkinElmer
Belgium

"Yes, I have lived in Belgium for the last 6½ years - and I really love living here, but if I go shopping it is perfectly acceptable for the person behind the cash register to be speaking on his/her mobile phone all the while she/he is "helping" me. Also if you buy something you are not happy with - in Belgium it is very difficult to get your money back whereas in UK/Ireland and Scandinavia it is very easy."

About PerkinElmer

PerkinElmer, Inc. is an American multinational technology corporation, focused in the business areas of: Life and Analytical Sciences, Optoelectronics, and Fluid Sciences. PerkinElmer's Life and Analy... (read more)
 
Roslyn Cross
Current Student
United States

"The Asians values his or her customer. When I walk in a Chinese restaurant I feel as though I am famous. Service is important to the Asian community. Perhaps we can get a clue?"

 
John MacDaniel
Sr. Director, VOC/Digital
C3i Solutions
United States

"Mexican-Americans tend to be more service oriented than Euro-centric Americans. I find I.T. support from India and the Philippians to be friendly although sometime the language barrier is difficult."

About C3i Solutions

Telerx, headquartered in Horsham, PA, is a leading provider of customer care solutions. From its contact centers in Pennsylvania, Texas, North Carolina, Canada, the Philippines, Europe and Latin Ameri... (read more)
 
Edison Stephen
VP Customer Interaction
Fujitsu
Trinidad and Tobago

"Yes, Some cultures seem to socialize people more toward various service types. This is a generalization, but it cannot be ignored. In some cases there is a deliberate action in socialization toward service and delighting guests; where in others service (or a type of service) carries a stigma."

About Fujitsu

Fujitsu is a provider of customer-focused information technology and communications solutions for the global marketplace. Since Fujitsu 19 19s establishment in 1935, we have maintained a commitment to... (read more)
 
Mark Weingarten
Assistant Vice President Customer Service and Operations
ivci
United States

"Cultures can play a part but in the U.S. I think most are aware of custom and do a decent job in responding appropriately."

About ivci

IVCi provides services related to HD video conferencing system, state-of-the-art telepresence technology, an integrated audio visual solution, managed conferencing services, audio and Web conferencing... (read more)
 
Steven McKenzie
Head of Customer Care
Siemens Australia Ltd
Australia

"I have just completed 3 weeks in New Zealand and found all the people that I have dealt with (primarily from the tourism industry) to be genuinely passionate about making the touring experience as positive as possible. I believe that in all cultures there are people who have a passion for what they do and the important thing is to find those people."

About Siemens Australia Ltd

Unify—formerly known as Siemens Enterprise Communications—is one of the world’s largest communications software and services firms. Our solutions unify multiple networks, devices and applications into... (read more)
 
Evelyn Huff
Customer Service Representative
FCIS
United States

"The service from people in South America is more caring and they seem to be more polite."

About FCIS

The Florida Council of Independent Schools (FCIS) is a professional education association founded in 1954 by a small group of independent private school leaders. Their purpose was to establish high st... (read more)
 
Ajay Nambiar
Head - Customer Relations
Mahindra Holidays & Resorts India Ltd.
India

"asians are far more subservient and service ready than europeans or americans"

About Mahindra Holidays & Resorts India Ltd.

Mahindra Holidays & Resorts India Ltd., (MHRIL) a part of the Infrastructure Sector of the Mahindra Group, brings to the industry values such as Reliability, Trust and Customer Satisfaction. Started i... (read more)
 
Hanz Cubillan
Customer Service Director
Sao Bac Dau Business Solutions Corp.
Vietnam

"Yes, there are differences. I've noticed that in some cultures, service comes with a sense of initiative, anticipating customer needs and wants. In other cultures, services comes with a hint of reservation, just providing what is asked and holding back the rest to protect personal interests."

About Sao Bac Dau Business Solutions Corp.

Sao Bac Dau Business Solutions Corporation (SBS) - a member of Sao Bac Dau Technology Group - is a technology services company delivering business and technology solutions to help its clients improve... (read more)
 
Robin Ayers
E-Commerce Customer Service Manager
Deckers Outdoor Corporation
United States

"Yes, I noticed that the Asian culture seems to be more receptive of their customers and building a long term relationship with them."

About Deckers Outdoor Corporation

Deckers Outdoor Corporation is a footwear manufacturer based in Goleta, California, United States. It began in 1973 as a sandal producer, run by Doug Otto.
 

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 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Make Self Service A Breeze

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

Published: Wednesday, September 16, 2009

Printer Friendly Version Printer friendly version

2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

2.) 
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.

3.) 
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.

4.) 
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)

5.) 
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.

6.) 
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.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
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)
 

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