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Article : Top 6 Tips for Improving Customer Experience with Omnichannel

We spoke with industry experts and contact center leaders from Zendesk, Republic Wireless, and TruSource Labs to get their top tips on omnichannel success and talk through real-life cases from their contact centers.

In the webinar, we uncovered some useful tips on people, process, and technology involved in the omnichannel experience.

Tip #1: Respond to Customers in the Channel of Their Choice

Our experts’ first tip was to respond to customers in the channel of their choice (or on the channel they initially reached out on). This tip can be hard to manage with the growing number of channels; sometimes it seems like a new one is popping up every few weeks! Contact centers, as such, are struggling to understand what channels are necessary and how to implement them.

Emily Vince, senior product marketing manager at Zendesk, discussed stats from a current Forrester report on the growth of channel usage. Not only are customers communicating over more channels, Vince explained, but the amount of interactions are increasing for nearly all channel types.

Roger Meador, founder of TruSource Labs, explained how his BPO for high-tech consumer devices uses a variety of channels. "Our end-users are pretty innovative and technical," Meador said. "They expect to be served on emerging customer service channels, and we are able to achieve this high level of customer support with Bright Pattern and Zendesk."

Tip #2: Give Agents Instant Access to All Data

The second tip was to give agents instant access to all data. As contact centers add new software and channels, their technology and data often becomes siloed which can make it hard for agents to find information easily.

Sergey Menshikov from Bright Pattern explained how Bright Pattern’s integration with Zendesk easily pops all relevant data to the agent user interface. This is especially important at Republic Wireless.

"Since we drive all interaction to a ticket it allows us to use the same data," Sean Rivers, director of operations technology at Republic Wireless said. "It also allows us to see when a user has engaged on more than one channel at a time, so that we cut down on duplicate tickets and inefficient work. Combining our channels and providing user, account and usage data helps us stay focused and efficient."

 

Tip #3: Personalize Interactions Based on Customer Data

The third tip piggybacked off of tip number two: Once agents have all relevant customer data, personalizing interactions improves the overall customer experience.

"Having access to data in Zendesk to identify the customer and get their data helps, from greeting customer by name, presenting a list of open tickets, to customer segmentation and prioritization," Menshikov said.

Meador from TruSource Labs uses Bright Pattern software to identify when customers calling in have an "at-risk score," which is determined based on low NPS or CSAT scores. These customers take higher priority over other callers.



Tip #4: Empower Your Agents

The experts’ fourth tip was to empower your agents. There have been many reports that prove empowered and engaged employees increase both customer experience and ROI.

According to a Gallup report, highly engaged teams achieve on average 10 percent higher customer satisfaction ratings and bring in 20 percent more sales revenue than unengaged teams.

Menshikov and Vince highlighted many ways you can work to engage agents. The bottom line, they said, is you need to support your agents with good technology. It is necessary to have a user interface that is easy for the agents to use, minimizes training necessary, and brings all relevant information to the agents’ desktop.

"We believe in trust and expect that our agents will be part of the solution not only on their interaction but for all future interactions," Rivers from Republic Wireless said. "Our agents are not only challenged to use our documentation, but to improve it and even create it as needed. There is a lot of training but after training, and a short monitoring period, all barriers are removed and the agent can make real-time contributions. We feel the most empowered agents are ones that can make a difference."

 

Tip #5: Provide a Consistent Experience Across All Channels

The fifth tip was to provide a consistent experience across all channels.

Meador from TruSource believes it is impossible to provide a good experience across all channels if you don’t have consistency as a strategy from the beginning. "It starts with setting up the channels in a consistent manner, being able to track, report, deploy and manage them in a consistent manner is key for agents providing a consistent customers experience," he said.

Rivers mentioned that although consistency is good, there are differences among channels. With chat and SMS, you are communicating in much quicker and shorter forms than phone and email conversations. Agents need to be trained to interact differently over specific channels.

 

Tip #6: Partner With a Flexible Vendor for Customization Options

The sixth and final tip was to partner with flexible vendors that have options for customization. Implementing an omnichannel strategy can be hard and often times it requires a tight partnership with vendors.

"Flexibility is one of the prime reasons we chose both Zendesk and Bright Pattern," Rivers said. "With Zendesk, it has always been about API, SDK, custom fields, triggers and automations. I find most of my solutions through their integrations Marketplace. When we need to do something new, I know the tools are there to make almost anything possible. I am usually the least stressed person in the room when there is a new launch or challenge for support."

#contactcenterworld, @brightpatternus

 


About Bright Pattern Inc:
Company LogoBright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a measured 99.99% uptime. Bright Pattern’s out-of-the-box CRM integrations increase agent productivity with integrated UI, click to call, screen pop, and activity history, automatically saved with the ticket. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels.
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Today's Tip of the Day - Games Trainers Play

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

Published: Saturday, May 26, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Dialer Solutions

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
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.

4.) 
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:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
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 t...
(read more)

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

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