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Article : Top Tips For Getting Your Staff To Improve Customer Service

We wanted to know from contact center professionals their top tips in regards to getting staff members motivated to provide the best possible customer service. Each tip provides wisdom that can help you find the way to excelling in your service levels.

- a survey by Joss Jalbert, ContactCenterWorld.com

Sue Warner
Call Center - Manager
Southampton Solent University
United Kingdom

"People are generally more capable than managers give them credit for and enjoy being involved in solutions. Treat them as you would wish them to treat your customers and involve them in improvement. They usually know what needs fixing and just need the tools and methodologies to help them."

About Southampton Solent University

Southampton Solent University is one of the UK's newest universities, since we became a university in July 2005 and officially changed our name on 15 August 2005. But although our name is new we're al... (read more)
 


"Commitment to customer satisfaction. When it comes to your staff it is important to hire people who sincerely care about the needs of others. An employee that honestly cares about the welfare of others will make the best effort to satisfy their needs and wants. Maintaining a staff that takes pride in supporting and solving customer problems is the best way to provide the highest level of customer service."

 
Silvio Stroescu
Head of National Channels, Analytics and Support
Tangerine
Canada

"Place more emphasis on people skills versus technical expertise/experience. Hire people oriented agents who genuinely care about helping others and they will overcome technical learning curves. The genuinely care factor is very difficult to teach."

About Tangerine

Tangerine Bank, operating as Tangerine, is a Canadian direct bank and a subsidiary of Scotiabank. It offers savings accounts, Tax-Free Savings Accounts (TFSA), Guaranteed Investment Certificates (GIC)... (read more)
 

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Phil Taylor
Head Of Sales & Service Toronto
Tangerine
Canada

"High employee engagement is the first step to good/great customer satisfaction scores. Proper coaching and training is also required, but if you have the commitment and engagement from your team members you’re heading in the right direction.."

About Tangerine

Tangerine Bank, operating as Tangerine, is a Canadian direct bank and a subsidiary of Scotiabank. It offers savings accounts, Tax-Free Savings Accounts (TFSA), Guaranteed Investment Certificates (GIC)... (read more)
 
Steve Shefveland
Ceo
Ashesi Global Services, Inc.
United States

"Put yourself in the mind of your customers. Most of us have had a poor customer service experience at some point in our lives, and we often find ourselves saying, "if they would only take time to think about how this makes me feel.""

 
Robert Wint
Senior Vice President Marketing, EMEA
Verint
United Kingdom

"Trust your staff more, and give them the training they need to be more successful. You invariably get significant performance improvements when you give contact centre agents more control over different aspects of their jobs."

About Verint

Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - m... (read more)
 
Jaime Scott
Head of Global Quality
Capita
United Kingdom

"When we analyse calls handled by agents that receive the highest customer satisfaction results there are quite a few observations that differentiate their calls. Using the ContactPlus evaluation framework, those agents who provide a great service rate higher on skills and behaviours such as listening, questioning and empathy. However, if I were to distil these skills and behaviours into one tip it would be – "Always try to deal with each customer the way that you would like to be treated". It really is the golden rule, and all of us who work in call centres also spend enough times speaking to call centres as a customer to be able to put ourselves in the shoes of our customers."

About Capita

Outsourcing - delivering measurable benefits to our clients What we bring our customers: Inspired productive people Streamlined administration processes Effective ICT Innovation Improved c... (read more)
 
Richard Blank
Ceo
Costa Rica's Call Center
Costa Rica

"Burn out. Managers and agents have to be very aware of the initial signs of burn out, cancers or agents that play the "wait till I get fired game". Momentum and rhythm can either make or break a campaign and there should never be a weak link to the chain. Address the situation immediately, show compassion and if possible, work with the agent to have them find their composure and go the distance. If you see the agent has lost their spark or desire to be successful, they must be removed and substituted with a fresh face that is ready to conquer the world. Just remember, it is nothing personal and is in the best interest of the company and especially, the client."

About Costa Rica's Call Center

Costa Rica's Call Center (CCC) is a telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every... (read more)
 
Nina Kawalek
CEO
RCCSP Professional Education Alliance
United States

"Contact center science shows that of all quality drivers and drivers of employee commitment to customer satisfaction, one of the most powerful is supervisory and peer support of fellow service team members during the service delivery process. Provide adequate supervisory support, and cultivate team-based support processes and practices. If you want to raise employee retention, hire, train, and retain great call center supervisors. Look for (or cultivate) supervisors that have exceptional skills in team building, conflict management, quality monitoring, training, mentoring, time management, attrition management, coaching, coaching and coaching. Then make annual supervisor training mandatory, for current supervisors and team leads.

Good supervisory support practices in a team environment are infectious. You’ll reap more and more service improvements for less and less investment."

About RCCSP Professional Education Alliance

RCCSP, celebrating a quarter century of service to the contact center industry, provides access to a portfolio of professional contact center industry certifications and accredited certification train... (read more)
 
Todd Baxter
Evp/Coo
Optum
United States

"Make sure one of the final steps in the selection process involves, if at all possible, having the candidate spend time on the production floor with people actually doing the job for which they are applying. It's an eye opening experience to some, and despite best efforts many do not seem to fully grasp the concept until they see it "live." I'll also offer another tip - Employee Engagement teams. Make sure front line employees (a sub-set that represents the larger group) are activily involved in issue resolution, policy creation and continuous improvement efforts of the site to the greatest extent possible. They usually have the right answers. When in doubt (and often when not), ask the front line employees."

About Optum

Optum is a provider of information and technology-enabled health services business dedicated to helping make the health system work better for everyone. Optum is powering modern health care with nearl... (read more)
 
Jonathan Grant
Ceo
Vonage
United Kingdom

"To deal with any enquiry at the first point of contact and when it can’t be resolved straight away be pro-active in responding. Never leave a customer feeling like their problem has not been taken seriously or solved.

If you act fast, customers are more likely to want to return to you. Even if you don’t get the problem resolved first time the fact that you have contacted the customer to provide them with an update will leave them with a positive experience."

About Vonage

Vonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide communica... (read more)
 
Pat Webber
Change Manager
Metlife
United Kingdom

"To attend correct customer service training. Any training that is given must be fully piloted and examined to ensure that this is correct for the call centre that you are trying to develop. There are many courses that are available and places for example the Industrial society may be something that may be considred."

About Metlife

Metropolitan Life Insurance Company or MetLife for short was founded in1868. MetLife, Inc. is a provider of insurance and other financial services to individual and institutional customers throughout... (read more)
 
Dave Thomson
European Marketing Manager
Cisco
United Kingdom

"Staff want to do a good job, but 95% of what goes on in a call center is controlled by the processes. Look at improving the processes to help the staff shine."

About Cisco

Cisco provides Unified Customer Contact solutions that extend customer care beyond simple phone transactions and the traditional contact centre to unique content-rich customer centric experiences. The... (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 - Quality Of Service

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

Published: Wednesday, May 26, 2010

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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