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CUSTOMER EXPERIENCE BEST PRACTICES

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ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

WORKFORCE MANAGEMENT

TRAINING IN CONTACT CENTERS

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.

Helen Bradshaw
Regional Revenue Manager
Omni Hotels and Resorts
United Kingdom

"1. Get thorough demonstrations from all vendors
2. Consider how it fits or otherwise with existing reporting mechanisms/systems
3. Make sure costs and future development potential is understood"
About Omni Hotels and Resorts

Omni Hotels & Resorts creates genuine, authentic guest experiences that take guests on 1CA Total Departure 1D to 50 distinct luxury hotels and resorts in leading business gateways and leisure destina... (read more)
 
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)
 
Todd Purdum
Subject Matter Expert
DigiVoice Inc.
United States

"Look for solution providers who have done this before and have learned to address all technical and business needs on someone elses dime. Dont just buy software off the shelf and expect it to work...it takes time and dedication, along with a good understanding by the vendor of how your business runs. Dont over think the decision...these tools are very complex but if viewed in the right light of simplicity of solving business problems, the rest will come in time."

 
Ring2 Dashboards & Wallboards Free Trial
Joe Dean
Senior Product Manager, WFO Solutions
NICE inContact
United States

"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."
About NICE inContact

NICE inContact CXone™ is a unified cloud customer experience platform. CXone combines Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Fo... (read more)
 
Paul Lang
SVP of Product Management
LiveOps
United States

"Look for Web Services
The older best-of-breed vendor products are moving toward a Web services architecture and so it should be possible to embrace a WFO solution using multiple vendors — each chosen to meet an organization's specific complexity of needs.

For New Deployments
Organizations yet to embrace WFO should place an increased emphasis on the integration suite rather than best-of-breed vendors assuming that the suite meets the needs of their WFO strategy.

Consider SAAS solutions
These solutions are growing in the market place and offer the benefits of integration with call routing and reporting, together with rapid set-up and low start up costs."
About LiveOps

LiveOps, Inc., a company focused on virtual contact center technology and services, enables businesses to deliver high performance call centers and high quality customer contact in the most cost-effec... (read more)
 
Nick Kossovan
Call Center Manager
The Travel Corporation
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."

 
Tayfun Turkalp
Gm
Iletikom
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."
About Iletikom

Iletikom provides sales training and coaching programs.
 
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

As champions of best practice and professional development in customer contact, The Forum are widely recognised as an innovative, inclusive and independent community of professionals who stimulate col... (read more)
 
Rick Seeley
Senior Manager Forecasting & Scheduling
Concentrix
United States

"What type of business are you in? Will this technology help you or would something else serve you better? Who is going to measure your improvements.??"

 
Gökhan Gözütok
3-D Bilisim
Turkey

"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."
About 3-D Bilisim

3-D Information Technologies has been established in 1998 by fully Turkish capital, following the owners' experience at the abroad. 3-D Information Technologies has been presenting value added solutio... (read more)
 
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?"

 
Pankaj Pandey
Analyst
IBM India
India

"1st List down / brainstorm your primary pain areas from various function that contribute to successful performance of a contact center .
2nd List all the features that are required.
3rd Ask the principal vendor to provide a PoC (Proof of Concept) for a period of a month or so before actual deployment. Commercials may be discussed accordingly."
About IBM India

With more than 30 years voice research and more than 150 voice patents, IBM is key industry player providing access to data through end-to-end voice integrated solutions. IBM also makes chips for a wi... (read more)
 
Ian Harrison
Contact Centre Manager
Eurotunnel
United Kingdom

"Review the size of the call centre you will be using the WFM tool for.
What benefits are you hoping to be able to give the business/workforce
Visit as many call centres as possible with possible WFM solutions"
About Eurotunnel

Eurotunnel operates the Channel Tunnel infrastructure and makes available paths to train operators who are licensed to operate cross-channel rail freight services. Since opening in the spring of 1994... (read more)
 
Jill Majors
Marketing Manager
Enghouse Interactive
United States

"1.Understand what features you do and don’t need. Clarify your needs prior to searching for a product so that you don’t get "oversold" into a solution that does more than you require. Many companies spend money unnecessarily on bloated software solutions that do far more than the organization requires. Consider purchasing speech analytics as a service, for example, so that you don’t have to make major infrastructure investments and you can receive the benefits at a fraction of the cost.

2. Take the software for a test drive. Work with vendors to install trial software so that you can experience the solution firsthand. Is the software easy to use? Was it simple to install? Is the interface intuitive? Can you export call recording files and play them back using standard media software?

3. Consider the qualifications of each vendor – are they certified to integrate with your telephone system? Do the solutions take advantage of the capabilities within your existing PBX? Can the solution grow with your business without requiring a fork-lift upgrade? The ability to integrate with a variety of PBX manufacturers allows your organization to make changes to your telephony infrastructure without having to change business processes or monitoring programs. In addition, selecting certified software means that you can be confident that your solution will take advantage of the telephony solutions that you already have in place."
About Enghouse Interactive

Enghouse Interactive’s integrated suite of solutions includes multi-channel contact center, self-service, attendant operator consoles and workforce optimization. This wide portfolio places us in the u... (read more)
 
Jennifer Anderson
Director Client Support
Manpower
United States

"Take a look at Gartner Group before you purchase and read up on what other customers are saying about the products.
Buy peices of the tools in increments. You don't need the Cadillac before you put the Chevy on the road. Get up and running on one tool, then implement the next. Don't think you can buy or upgrade everything all at once, I have not been a witness to any successful implementations that went out and bought everything all at once. Don't be afraid to change your process if the tool enhances it.
Make sure everything you purchase can talk to the other products you have. Dual entry is a no - never. Don't be afraid to mix and match vendors. They are working pretty well together and they will tell you if they do not work with specific tools."
About Manpower

ManpowerGroup is an American multinational human resource consulting firm headquartered in Milwaukee, Wisconsin, USA. Manpower provides recruitment and assessment, training and development, career man... (read more)
 
Rohan Roche
Associate Manager
EXL Service (I) Pvt Ltd
India

"Do a comparative study of the different products available, reach to existing companies to gain their feedback, do a full and complete UAT"
About EXL Service (I) Pvt Ltd

EXL is an outsourcing service provider with more than 28,000+ professionals across the globe serving 800+ clients from 50 global delivery locations in the Americas, Europe, India, Asia, Colombia and S... (read more)
 
Geert D'Eer
Contact Center Manager
SITEL Belgium
Belgium

"1. Make the bill. Only implement a new technologie if it brings you an added value
2. Choose a reliable integrator
3. Get first the buy-in of your teams before starting with the implementation."
About SITEL Belgium

As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a provider in outsourced customer care innovation. With over 28 years of industry expe... (read more)
 
Mike Boyle
Principal Consultant
Optium
United Kingdom

"1) Seek advice from an independent source who is knowledgeable in such selection
2) Determine your requirements. In particular, what is most and least important to you. Think in terms of business objectives (reduction of agent attrition, enhanced customer experience) and not solution components. A good idea is to embark on a Request for Information (to inform you of the ‘art of the possible’) and Request for Proposal (to get detailed costs) process.
3) Most vendors will be able to ‘do a job’. It is often useful to decide who you feel comfortable will be most easy to do business with."

 
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 is a BPO companies in the field of Customer Care in Europe and has been offering international customer care solutions for more than 20 years. More than 8.500 service professionals at 22 locations... (read more)
 
Stephen Newbauer
WorkForce Administration
Fiserv
United States

"1. Bells & Whistles are nice but you don't need everything all at once. Once you've narrowed it down to a small number of vendors ask for references from clients your size to see how they're using the tools and functions you're considering.
2. Ask for references from clients of all sizes that have had both good and bad experiences during implementation. If they can't provide a bad one, look elsewhere, no one is that good. The point of the exercise is to find out how the vendor reacts when things don't go as planned. Plus you cna learn from their mistakes. 3. Save money and time, get bundles. In some form or fashion, all vendors are offering multiple products (WF Management, Quality, Speech analytics, etc.)."
About Fiserv

Fiserv is a provider of technology solutions to the financial world, including banks, credit unions, securities processing organizations, insurance companies.
 
Denis Johnston
Consultant
Haughgate Innovations
United Kingdom

"1. Ask them how they have determined end user/customer satisfaction scores in previous installations.
2. Find a company that has recently employed their solution - then try it yourself as a potential customer.
3. Ask your staff if they think it would help them give a better service."

 
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)
 
Denis O'Donnell
Manager
Hired Help Ltd
United Kingdom

"1 - low initial cost
2 - low ongoing cost per user
3 - preferably charged per transaction - so you can start slow and grow
QBIS does all 3"

 
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 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 - 5 MORE Ways To Demotivate Staff

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

Published: Tuesday, December 1, 2009

Printer Friendly Version Printer friendly version

2020 Buyers Guide Computer Telephony Integration

 
1.) 
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.
PH: +1 512-872-7565

2.) 
ComSys S.A.

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.
PH: +302109241486

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.
PH: 888.638.6398

4.) 
Megacall

CRM integration
CRM
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.
PH: +34 952 667 511

5.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 

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