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Article : When Service Is Your Business, Visibility Of Your Customer Information Is Critical

Neil Penny, Product Director at Sunrise Software explains why for Managed Service Providers (MSPs) one Service Desk product never fits all.

When was the last time you set up a mobile phone contract? If it’s been a while, then you may be surprised to know that the options are vast. You choose your phone, work out how many texts you might send, how many calls you might make and how much data you might use. Then, when you think it’s all done, you have to decide on the term of your contract and whether you want device insurance.

Now consider for a second the complexities of providing an effective customer Service Desk to the many thousands of customers who, like you, have their own highly personalised contracts and unique expectations. Complex? Absolutely.

This is an issue not simply confined to telecommunications companies, or to companies servicing retail customers. In these highly competitive times, MSPs (Managed Services Providers) in the B2B and consumer focused technology and telecommunications sectors are required to raise their game. Today, the need is for tailored product and service solutions in order to win and retain business and, of course, for effective customer support and service contracts.


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This isn’t vanilla customer service - for the technology or telecommunications customer, it’s complex and it’s personal. If you’re in the MSP sector, then you will know only too well that managing diverse service contracts with attendant customer hierarchies and billing structures is complex. You need to be able to manage multiple Service Level Agreements (SLAs) and back-to-back third party agreements, and you need to be able to correctly catalogue all your products and services, keeping track of entitlements, renewals, credits, penalties and terminations.

There’s no "one size fits all" when it comes to effective support. There are many similarities between companies in the MSP sector, you all need incident management, customer contact details and SLAs. You all need access to technical details, such as product/parts information, service catalogues, and third party supplier contracts. But how you manage this information is quite unique. So too then, are your requirements from a Service Desk product to support this business critical area.

Most MSPs will have looked for software to manage all of this and correctly come to the conclusion that due to the sheer scale of the requirement, there simply isn’t the perfect solution out there. Field service management solutions manage calendars and job allocation very well, but they don’t do the complicated stuff like managing contracts, service catalogues and alerting when penalties are due.

What MSPs really need is a system with an ITIL(R) (Information Technology Infrastructure Library) background from a software vendor that understands their specific requirements and speaks the same language. Not for nothing is ITIL, now in its third iteration globally recognised as the standard by which to manage IT. Given that IT departments within large organisations are effectively acting as an MSP to the business, it makes sense that the solutions they use to manage customer service would be a good basis for a solution suitable for MSPs managing external customers. It is important that the base product is comprehensive enough to deliver all the standard functions with plenty of flexibility to also provide the unique functionality that each MSP requires.

 

Take Endava, for example, a company that delivers full project lifecycles, from application delivery and testing through to support, hosting and managed services for some of the world’s leading companies. This customer list includes pension corporations, who need their IT systems to provide accurate information one hundred percent of the time. There is no room for error. With such critical functions at stake, a failure to meet service level agreements can result in severe penalties.

In such a dynamic environment, the expectations placed on each and every department are high. Delivering an effective service to customers is top of the agenda across the whole company and in particular its Service Management operation.

It’s safe to say that, in the MSP arena, customer service is a key capability that is high on the Board Room agenda. So much so that, in 2012, more US companies were appointing Vice Presidents of Customer Experience than any other role - a notion further substantiated by an Institute of Customer Service report earlier this year, which valued the true cost of bad customer service at a staggering £10.5 billion per year in the UK alone.

While many companies talk about providing great customer service, for organisations providing tech products and service the depths of information required in order to provide a joined up response require a step change in Service Desk software. One company that understands this only too well is Mobile Workforce Management company Cognito. They are in the business of helping organisations to deliver good customer service, so their own customer service team has to be at the top of their game.

The company's solutions enable organisations to deliver consistently superior service at a lower cost by using their SaaS Service Delivery Platform. This is integrated with handheld applications to operate intelligent workflow, scheduling, tracking, parts management and reporting capabilities. It also ensures that their customers’ back-office systems can be updated in real-time. With each customer having a unique solution, this MSP’s customer service team need to have a rich seam of information to hand, as well as all the standard functions required to respond effectively and knowledgeably if they are to ensure that their own customer service experience is a positive one.

In addition to these two examples, we are fortunate to be working with a wide range of MSPs including Callstream, ANS Group, UKN Group and Cobweb. Each has their own unique blend of products and services, and a broad spectrum of customers to support. The one thing that they do have in common though is their absolute need to have all the right technical and often multi-tier service contract information to hand in order to provide effective customer service - whether by phone, email, online or even in the field at a customer site.


About Sunrise Software:
Company LogoSunrise was founded in 1994 and is an independent provider of Service Management solutions for internal and external facing IT service operations. In 2003 they launched Sostenuto, a process driven, entirely browser based solution. Their customer base includes blue chip and public sector organisations.
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Today's Tip of the Day - Beware Of Techno Babble & Jargon

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

Published: Monday, March 2, 2015

Printer Friendly Version Printer friendly version

2021 Buyers Guide Analytics

Page: 12
1.) 
2Ring

2Ring Dashboards & Wallboards
2Ring Dashboards & Wallboards is a software solution that empowers business users and supervisors to deliver information in real-time to every screen.

Information means data from multiple data sources and built using various content types. Cisco Contact Center data (all platforms), CUCM huntgroups (Cisco CallManager), and ServiceNow belong among the most often used data sources, but the application support many additional data sources (Amazon Connect, Genesys PureEngage, Salesforce) and is flexible enough for business users to add or change pictures, web-content, include weather information and forecasts or YouTube videos and streams on the fly.

A screen does not only mean a large plas...
(read more)

2.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

3.) 
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.

4.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

5.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

6.) 
Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time

7.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)

8.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
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...
(read more)

9.) 
Consilium Software

Consilium UniInsight™
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
(read more)

10.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

11.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

12.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

13.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

14.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

15.) 
ethosIQ, LLC

ethosAnalytics
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.

16.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.

17.) 
Navedas

CSAT.AI
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!

CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.

CSAT.AI provides granular details by issue (delivery delay etc) or agent score.

18.) 
OpsTel Services

VIEW
With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.

Features:

*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
(read more)

19.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

20.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment
 
Page: 12

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