The expansion of the Cloud on an enterprise-wide basis is transforming the contact center industry, improving customer service and creating a seamless solution for Workforce Optimization systems.
Workforce Optimization - itself a combinative product encompassing communications recording, quality monitoring, speech analytics, eLearning and workforce management - has turned the contact center into a gold mine of information, but making it compatible with a company’s existing infrastructure involved a comprehensive effort. Now, with the latest solutions available instantly over the Cloud, a company can create an end-to-end system with seamless operational efficiency.
The Growth of Trust
During the initial onset of the Cloud, companies hesitated to integrate all their solutions, especially functions such as finance and manufacturing where failure could result in a catastrophic outcome. But the success of Workforce Optimization in contact centers forced top executives to consider expanding its use via the Cloud.
Workforce Optimization had proved to be an unmitigated success for the entire organization, optimizing processes and providing real-time intelligence to evaluate products and campaigns. Speech Analytics facilitated quality monitoring, especially for high-volume contact centers with an otherwise unmanageable number of conversations. eLearning analyzed the weak points of each agent, then forwarded customized instruction. As the agent learned, new weak points presented themselves, thus creating a continual loop of learning. Workforce management ensured the right agent received the right assignment at the right time.
Global competition worked in favor of early adopters, and the use of the Cloud expanded from the contact center outwards. Companies offering their entire portfolio over the Cloud prospered compared to those who failed to do so.
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The ability of a company to put its entire system on the Cloud led to significant competitive advantages. Time spent integrating the Cloud with other business systems was used instead in a more productive manner. The company received the most up-to-date features of Workforce Optimization without any risk, and only needed to purchase the functions actually needed.
The rise of the "end-to-end" Cloud created a noticeable difference in the level of customer service. The contact center could now track customer interactions over a variety of channels, eliminating the need for customers to provide a lengthy repetition of their problem when switching from one channel to another.
The Cloud worked in tandem with Workforce Optimization to provide an overall business solution, tested first in the contact center, and then expanded company-wide. The complexity of implementation with an existing infrastructure disappeared, either through next-generation Workforce Optimization systems with improved compatibility, or through end-to-end use of the Cloud.
The increased acceptance and implementation of the Cloud has provided a key competitive advantage for contact centers and the company on an enterprise-wide basis. When used in tandem with Workforce Optimization solutions, it offers real-time business intelligence and improvement of overall processes, turning the contact center into a gold mine of information.
The use of the Cloud on an end-to-end basis has resulted in a sea change for customer service across multiple channels of company interaction.
About Patrick Salg:
As Director of International Sales for ASC, Patrick Salg handles business with international partners. He started his career at ASC almost 15 years ago and holds an CCI degree in Master of Business Management.
With the solutions from ASC, users can increase their service quality, protect their assets and react optimally in emergencies. Challenges of this kind are part of daily business for companies and public safety organizations. With ASC at their side, they benefit from the practice-oriented approach of ASC to not only capture communications streams, but also to structure this flood of data into valuable information which enhances productivity and decreases costs. ASC is a worldwide software provider of omni-channel recording, quality management and analytics. We address all enterprises with recording needs, especially contact centers, financial institutions and public safety organizations. We record, analyze and evaluate interactions across all media, including fixed line and mobile voice, chat, video, screen and SMS. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action. ASC offers its entire portfolio either as on-premise or as a service provider with a cloud solution. We believe in cloud, and thus offer a truly multi-tenant, highly scalable family of products and services – giving our customers full flexibility, allowing them to invest as they grow, always leveraging our latest technology. With subsidiaries in the United Kingdom, France, Switzerland, Romania, Dubai, United States, Brazil, Mexico, H
Published: Monday, June 8, 2015
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.
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.
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...
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.
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.
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
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.
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 - 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)