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Chai Domingo
Director, Contact Center
339
Eric Sherman
VP Business Development
17
Mahendra Setyawan
Division Staff
199
Annie Padayachee
Customer Service Director, South Africa
158
Scott Walles
Operations Manager
10

Article : The Greatest Challenges of 2009

2009 is over, and as we begin 2010 we anticipate a fresh start and hopefully a better economic outlook. We asked industry professionals what has been the greatest challenge in the contact center industry in 2009, and why?

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

"Having the confidence to carry on despite the earlier prophets of doom predicting the end to everything."

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
Avianca
Colombia

"To Inmprove Productivity and To change the vision of a robotization agents servie."

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

"The reputation of Contact Centres in the face off a ramp up of dropped dialler calls, offshoring companies not heeding TPS rules, poorly trained staff alienating customers"

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

"Doing more with less. With shrinking contact center budgets and the need to continue to differentiate through excellent customer service the challenge has been to find ways to increase efficiencies in all areas and improve customer service."

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
India

"Leaking economy worldwide"

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
PointClear
United States

"Increasing the level of customer satisfaction while having a decrease in operating and capital budgets."

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
Portugal

"In this last year I have been involved with Debt Collections Contact Centers.
The economic meltdown has affected one and all. There is nobody who is not impacted – individuals or corporate. There are serious cash flow issues in most companies.
Big players are struggling to maintain deliverables/ standards they are committed to. Their reputation is at stake. Small players are even worst placed as they find themselves low down in debtors priority list.
This has been the main challenge this year and also the biggest opportunity in Contact Centers.
Many contact centers have used the right technology to fast adapt to this changing scenario and have significatly grown their operations in terms of size and profitability."

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

"Call centers continue to search for ways to differentiate themselves from their competitors. Providers turn to COPC for process excellence, or do other activities to show that they are better than any competitor. However, none have yet been completely successful."

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.
Canada

"Maintaining the ROIs of past years on our marketing initiatives as well as keeping our conversion rate at a respectable level."

 
Karla Ceballos
Marketing Manager
CIR ScreenIT
Mexico

"to protect customers information through agents loyalty"

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

"Like most markets, the contact center industry has been focused on reducing operational costs without sacrificing the center’s call quality and reliability."

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)
 
Ayman Amiri
Director
Orange Egypt
Egypt

"1.Increase of customer needs and high competition between services
2.Reduce Costs"

 
Alessandra Busilacchio
Operations manager
Saa International Assistance Srl
Italy

"-budget cuts"

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

"Increasing customer expectations against a background of static or falling corporate income."

About Institute of Customer Service (ICS)

Webs.com, 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
Ceo
The Webcare Company
Netherlands

"To improve service with shrinking budgets."

 
Lindsey Foots
Marketing Manager
Martin Dawes Systems UK
United Kingdom

"Cost-cutting"

 

New Media Analyst and Futurist
Brian Solis
United States

"The greatest challenge contact centers are facing is the socialization of service, forcing businesses to shift from an inbound-only model to that of outbound + inbound."

 
Marcelo Boarin
Contact Center IT Manager
Oi (telecommunications)
Brazil

"IP CONTACT CENTER"

About Oi (telecommunications)

Oi is Brazil’s telecommunications service provider, with a fully integrated nationwide presence and 70 million customers. Oi offers fixed and mobile, broadband, pay TV, data transmission and internet... (read more)
 
Luis Flores
Contact Centre Operations Manager
Trader Corporation
Canada

"economy! and competition"

About Trader Corporation

Trader Corporation is a Canadian print and online publisher. The company was formed in June 2006 with the integration of Classified Media (Canada) Holdings Inc. (Trader Canada) and Trader Media Corpo... (read more)
 
Amith R
Senior Manager
Unity Telecom Infrastructure
India

"Attrition"

 
Milan Ferliè
International Customer Solution Manager
Linea Directa Communications
Slovenia

"In call center industry I think the greatest challenge was increasing customer satisfaction with multichannel approach, also building intensive relationship with customers, trough loyalty programs."

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 greatest challenge faced by the contact center industry in the last 12 months has been managing the balancing act of controlling and even cutting costs while maintaining a high level of service and minimizing customer churn. Companies in nearly all industries, including healthcare, communications services, retail and banking, are more aware than ever of the high cost of acquiring new customers vs. keeping existing ones, and the contact center, as the "front line" with customers, is under pressure to support that goal."

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 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Engage Your Agents!

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

Published: Friday, January 1, 2010

Printer Friendly Version Printer friendly version

2021 Buyers Guide Telecoms

 
1.) 
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:

2.) 
Cloudonix

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.

3.) 
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

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.
PH: 8448442989

5.) 
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

6.) 
Megacall

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

7.) 
NetSapiens

SNAPsolution
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

8.) 
Nuxiba Technologies

CenterWare
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!

9.) 
Televergence

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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