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EXECUTIVE MEMBER
Diana Syahriyanti
Contact Center Departement Head
109
MEMBER
Vishala Raman
Head of Customer Care
181

Article : Top Tips for Workforce Optimization

How can a company go about ensuring that a Workforce Optimization Solution will have the intended ROI? The question was raised before industry professionals, and the advice they offered is worth considering before investing in such technology.

Ahmad Kaseri Ramin
Researcher / Academia
University Tun Hussein Onn
Malaysia

"track records, vendors relationship and capability"

About University Tun Hussein Onn

Universiti Tun Hussein Onn Malaysia is a public university in Batu Pahat, Johor, Malaysia. Established in September 1993 as the Polytechnic Staff Training Centre it was upgraded to Institut Teknologi... (read more)
 


"1. Look at solutions where the individual components work well together. The true power of these technologies is when synergies are achieved between the different functional components.
2. Consider your contact center strategy when making a decision. Are you utilizing at at-home or multiple locations and if so, does the solution easily facilitate this type of structure?
3. Look for ease of use in the solutions. The good portion of the ROI comes from the amount of time workforce optimization technologies save its users over manual processes. If the manual processes are still easier to use, you may be wasting your money."

 
Nick Kossovan
Call Center Manager
GFL Environmental Inc.
Canada

"1. Ask for references, ideally in your industry, and call them.
2. Pay particular attention to how the vendor supports their product.
3. Stay away for newbie's. Longevity indicates the vendor is doing something right."

About GFL Environmental Inc.

GFL Environmental Inc. is a waste management company with headquarters in Toronto, Canada. GFL operates in all provinces in Canada, and throughout the United States.
 
Tayfun Turkalp
Gm
Turkey

"The best way is the easiest way. Touch one key, and get results. Can they show you, how they make a transaction just pressing one button?
Let them show you the success stories.
Have a demo system, to touch, to feel and to test."

 
Paul Smedley
Executive Director
The Forum
United Kingdom

"1. Visit organisations that have used them - ideally using independen professional networks rather than relying on 'official' client visits.
2. Visit people who have used your combination of suppliers - if no-one else has then be clear why you are doing something that is unique and how you will mitigate these risks
3. Start with your business goals and engage the 'stakeholders' who will need to be doing things differently before you sign the deal - certainly before you start implementing"

About The Forum

The Forum are widely recognised as an inclusive and independent community of professionals who stimulate collaboration, continual learning and customer focus. Our team of independent experts offer... (read more)
 


"Using same vendors is better for integrations. But if CC's should work for different vendors,
they have to control integrations between different systems. On the other hand, it all depends on the requirements. The best of breed solution that is to improve a business challenge is much better than complicated systems, most of the time. The heavy integrations are not necessary all the time as long as you know how to use the system. The references and the local support is one of the most important points, as well."

 
Teck Heng Wang
Industry Watcher
Self employed
Singapore

"Is there inefficiency? Is there poor employee discipline? Is there ease of integration with other system you already have?"

 
Gregor Willenberg
IT Manager
Competence Call Center
Germany

"To optimize your business you will need to work with best practise solution. In order to learn about best practise measure your company with solutions from other Call Center providers. The exchange of experiences about optimisation solutions with the local market is necessary for having better understanding on the expected return on invest.
Last but not least first try then buy!"

About Competence Call Center

CCC – powered by TELUS International proves to be a strategic service provider that covers the entire life cycle of your customers. We offer end-to-end solutions backed by technology. Our focus is on... (read more)
 
Alan Linter
IT, Projects and Planning Director
Capita
United Kingdom

"Don't overestimate the benefits! Beware of upgrade costs! Make sure you cant get the benefits without the technology!"

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)
 
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines
Philippines

"1. undertand the needs of the customers, is the current solution addressing that?
2. does it fit the needs of the company overall?
3. does it have the capacity to evolve in such a way that it will be able to address future requirements?"

About Concentrix Philippines

Aditya Birla Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare an... (read more)
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Every Contact Counts

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

Published: Tuesday, December 1, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Computer Telephony Integration

 
1.) 
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.


2.) 
AMC Technology

DaVinci
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.

3.) 
IntraNext Systems

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.

4.) 
PhoneIQ

PhoneIQ
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.

Best For
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.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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