Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Erni Sylviane Purba
Manager Customer Relation & Digital Community
Tessa Kurnia Putri
Team Leader of Environment’s Department
Jeanie Ashera
Assistant Manager

Article : The Internet-Enabled Call Centre - What Does It Mean?

Everyone is talking about internet-enabled call centres. It is hardly surprising that discussion is focusing on the new medium, given the statistics that are currently being bandied around. In March 1998, 20% of all airline tickets sold in the US were bought over the internet. Five million people in the US use online banking services. Dell Computers makes sales of £2.5 million annually over the internet. The UK is the fourth most connected country in the world (after America, Japan and Germany) with 10% of the population connected.


The Internet as response mechanism?
So that is the good news, and it is getting marketers and call centre professionals very excited.

Yet most of the current commentary focuses on the Internet as a medium of response - in other words, people sending an e-mail having seen one's advert. Surely this is incredibly premature? If 10% of the population is connected, that represents around 5 million people. But who are they? For a start, they are concentrated in just 4% of the nation's households (around 1 million homes). That must mean that there is a high proportion of family usage. If we are generous and estimate that each household contains an average of 2 adults, then we are talking about 2 million people.

A total audience of 2 million (of which only a certain proportion will be relevant to each marketing campaign) hardly offers marketers a significant marketplace in its own right. The smallest lifestyle database on the market is some 5 million strong. So the net-enabled consumer is not of much interest to marketers, unless one of two conditions applies. First, vendors of desktop computing products and services can assume that a high proportion of net-connected adults (and children!) will be prospective customers with a propensity to respond over the internet. Secondly, if the goods or services being sold are of very high value (and net margin) then a small but very profitable audience may be reached by encouraging Internet based response to one's advertising. Nevertheless, the Internet as a response mechanism into call centres is hardly a viable reality yet. Remember, half the British people have never used a computer.

On the other hand, if we believe the pundits, then 50% of the UK population will be connected by 2005. That means a total net-enabled audience of approaching 15 million, and that is the kind of volume at which mass marketers get seriously interested.

To what viable and effective use can call centres put the Internet today? The answer lies in the development of Intranets, or private networks which use the internet as their connective tissue. Already in Europe, a quarter of large organisations have over 70% of their workforce's desktops connected to the internet. And a great deal of this is probably for Intranet access. As just one further indicator, the European intranet services market currently stands at $1.4 billion today and is predicted to grow to a massive $6.9 billion by 2001.

The main purpose of setting up a corporate intranet is to make a company's various databases or repositories of knowledge available to everyone in that organisation, on-line, accessed from the PC wherever access can be gained to a telephone line. Such knowledge might include press releases, internal telephone directories, price lists, branch addresses, company history, product descriptions, stock levels, accounts data, delivery status, and many other important sets of information.

This is often precisely the kind of information to which call centres need access if operators are to successfully handle less structured consumer enquiries.

Many of the calls which operators need to handle are very structured. Often responding to an advert, the caller will ring to order a product, ask the location of their nearest branch, request a brochure, etc. In these cases, especially when response has been encouraged with freephone or local rate tariffs, the call has to be kept as short as sensibly possible, whilst at the same time satisfying the caller's query. Scripting software is used to build scripts which control, support and measure the way the call is handled.


Handling Unstructured Calls
The exception is where calls are likely to be rather unstructured. Such calls will tend to be either general enquiries, or complaints. Being set up to deal satisfactorily with these less structured calls is becoming more critical, especially as more and more brand adverts start carrying direct response numbers. Here the caller could be a consumer after recipes in which the product can be used, or could be a retailer enquiring about distribution arrangements, or could even be a schoolchild doing a project on the product.

Links to corporate information resources is also a major factor in the business-to-business market. Take the instance of an electrical appliances manufacturer which sells to the public through a network of distributors and dealers. The dealers especially will need information support from the manufacturer. This kind of support is increasingly being offered by Intranet-enabled call centres. One dealer call may require the operator to query the warehouse and distribution database to find out whether a part or a product is available and when it can be delivered to fulfil a customer order. Another call might be to request marketing support and point-of-sale literature, so another database may need to be queried. And a third call might be an new enquiry about the rules and requirements for becoming an accredited dealer - another data source will need to be accessed.


Linking to an Intranet
Although call control is still required for enquiries and complaints, a wealth of information has to be put at the call handler's fingertips in order to satisfy the call in as many cases as possible. Now, new software tools allow scripting software to be linked to a company's intranet (a private computer network which uses the internet as its 'wiring'). All sorts of company data sources can be attached to the Intranet, which the call handler can search to obtain an answer to the caller's query. The faster modems, ISDN and satellite ISPs become, the more value such call centre information links can deliver.

Finally, we could easily see call centre links becoming a principal cost justification for putting serious amounts of information on a corporate intranet, or even for setting up an intranet in the first place. The main obstacle to Intranet growth is quantifying and measuring the payback and business advantage they deliver. In the modern call centre, being able to deal with a multiplicity of call types without having to invest in very expensive and specialised systems carries an obvious return on investment. And in most industries which are grasping the power of the telephone for customer communications, information availability and flexible scripting are the key to improving competitive edge.

About the Company
Established in 1997, Noetica is a developer of software solutions for management of any call centre. Noetica's solution - Synthesys has been designed specifically to enable non-technical staff to have complete control of the call centre. Synthesys key features include customer relationship management (CRM); callflow/script designing, service call centre management and support; outbound campaign management; web compatibility and computer telephony integration (CTI).

Today's Tip of the Day - How To Choose Speech Recognition

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

Published: Thursday, August 8, 2002

Printer Friendly Version Printer friendly version

2023 Buyers Guide Cloud Contact Center Solutions

Page: 12345
Premium Listing
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.

Premium Listing
iNextrix Technologies

iCallify: intelligent call center software is one of the most popular products offered by iNextrix. iCallify is developed using cutting edge technologies as well as the predictive sphere of artificial intelligence. This call center software has some intelligent features along with the standard features available in other call center solutions. Thus, it is truly an intelligent call center software solution.
This intelligent call center software is built to benefit all businesses, no matter what industry vertical they belong to. This call center software has features to empower different campaigns in different call centers and businesses.

Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)


Aculab Cloud CPaaS
ACULAB Technologies is communication enabling company assisting our customers in all verticals with business and mission critical solutions to communicate securely and efficiently internally and for their customers and partners. We have a robust CPaaS (Communication Provider as a Service) supporting all methods of communications; sms, voice, data, etc. promoting fraud mitigation, improvement of identity and customer experience. We have a best of breed Voice & Face Recognition Biometrics Identity Solution and AMD- Answering Machine Detection. Key sectors are Contact Centre, IVR, Voice Broadcast, Conferencing, Healthcare, Finance, Insurance, Emergency Services and Defense/Government.

Adversus Dialer

Adverus Dialer
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

Alcor Consulting, Inc.

Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.


Contact Center
Contact Center is a powerful tool that you can add to your unified communications (UC) solution to ensure you've always got the right resources available to both customers and employees, no matter the communication channel they're using — voice, email, web, chat or social.

Contact Center’s enhanced call routing and workforce management tools can help increase employee productivity. And with the advanced reporting and forecasting tools, you’ll be able to properly staff your contact center and enhance your customer experience.

It has everything you need to deliver superior customer and employee experience.


Alvaria Cloud
Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.


Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.


Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

Britannic Technologies

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. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.

Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers find the best possible solution for their business.
We represent the leaders for CCaaS, CPaaS, SD-WAN, SASE, SIP. We identify the best fit for our customers and help them manage the lifecycle of the customer engagement. We also have an excellent solution for mobile marketing and can raise call acceptance by more than 50% with a Next Generation caller ID for mobile phones.
We solve problems and give our customers time back to run their business. Give us a call we have world class expertise and resources that can help you build an exceptional customer experience.

Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

(read more)


Voice & Video Services at the Speed of Business
CallnFax offers global virtual telephone numbers with Flat-Rate pricing, A-Z termination service with full CNAM support, and full-featured video meeting solutions. CallnFax has been delivering reliable solutions since 2009, accompanied with personalized customer support, designed for Call Centers, Contact Centers, and Global Enterprise.


Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.

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:

Connex One

Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
Page: 12345

About us - in 60 seconds!

Join Our Team

Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
Showing 1 - 1 of 2 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =