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Article : “Working Together to Drive Success” – What a Military Mindset Can Teach Customer-Facing Businesses

#contactcenterworld, @cosmocom, @EnghouseInterac

The last few years have represented a period of turbulent change unprecedented in the history of the communications and contact centre businesses. We have seen the ongoing migration to digital; the growing uptake of automation and, increasingly, artificial intelligence, and an ever-stronger focus on optimising the customer experience. These changes challenge all the key players working in the contact centre environment, from vendors to resellers and distributors, to work together to address the new market environment and achieve the best possible results for themselves and their end customers.

The key to success is a strong focus on team work - vendors and distributors understanding their roles but also the importance of pooling skills and resources for the greater good. Building strong, mutually supportive relationships that play to the strengths of every business within the partnership helps the combined entity win and retain customers.

With this in mind, Enghouse recently invited Ant Middleton, former member of the elite special boat service, who many will recognise from his hit Channel 4 TV show, "SAS: Who Dares Wins", to share his thoughts on how to survive and thrive in a hostile, rapidly-changing environment. In his powerful speech, Ant focused on aspects of team work that can drive success, not only in army and special forces units, but also in the business world where collaboration is key.

Ant began to learn about the importance of team work from his earliest days in the Army. His first few years were marked by great individual success as he picked up the prestigious awards of Best Recruit and Best Personal Trainer (PT) at the Royal Engineers and then went on to gain his maroon beret in P-Company.

Despite this, Ant was conscious something was missing. He was focused on personal goals but was isolating himself from his fellow recruits. People were getting promoted over him and winning places on courses that he wanted to be on. Frustrated and uncertain of the path forward, he left the military.

After time on ‘civvy street’, and a period of soul searching, Ant returned to the forces with a renewed sense of vigour. He had come to realise that what was missing was an understanding of the importance of the team. Army life, just like life in the communications channel, needs to be about working together to achieve common goals.


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It’s a lesson that partnerships addressing business opportunities can learn from, of course. There needs to be a mutual understanding of the end objectives, with all the parties involved fully committed to working together to achieve the end goal. Any focus on individual business goals must be subsidiary to the focus of the partnership, and any examples of divergence must be addressed.

It’s also important when working in any team to acknowledge skill gaps and ask fellow team members or partners to help out. Team work, both in the military and in business, is about honest communication with your colleagues: playing to your strengths but being open and upfront about your weaknesses.

Ant knows how important this is and wasn’t afraid to ask for help from his team when made section commander during a tour of Afghanistan. Conscious that the promotion had come before he was ready, he was upfront with the team and told them he wouldn’t always get things right - and that he would need the rest of the team to step up when needed. In return for his honesty, he received unwavering support.

Again, the parallels to the business environment are striking. Vendors, resellers and distributors can work together as teams on a variety of projects, helping each other as and when required. Vendors can, for example, provide critical product training support while resellers could help open new markets to vendors by giving them the benefit of their vertical expertise. All this team work brings significant benefits to end customers too. Not only will they get a contact centre solution tailored to their precise business needs, they will also receive high-quality service, support and advice which in turn allow them to engage and interact with their own customers more effectively.

In line with this focus on the importance of team work, Ant recalled a troubling moment in Afghanistan, when he was paralysed with fear and unable to punch his way through a door into a room where he knew an enemy combatant was likely to be hiding. A fellow soldier sensed Ant’s hesitation gave a reassuring squeeze to his shoulder. Just knowing that support was at hand and that his team had his back gave Ant the strength to carry on.

There is a lesson here for businesses also. When times are hard, colleagues or partners working on the same project, will sometime need to step outside of their comfort zone. In such instances, having a solid team behind them to reassure and support them is fundamental to the success of the overall goal.

From Ant’s perspective, success in any mission is about unswerving dedication to each other and having the certain knowledge that if one team member is in difficulty, the others will pitch in to help him or her out.

As Ant himself says: "If you have got a team where everyone is sticking together and is completely honest with each other, and you can communicate in that way, then you will be unstoppable. You will be able to take those calculated risks that push you onto that next level because you know that you have got a team behind you that are going to catch you if you fall. You will feel that you can take on any task – no matter what the job is." It is the reason that the best teams succeed both in the military and in the business world, of which the communications channel is such a compelling example."

#contactcenterworld, @cosmocom, @EnghouseInterac


About Enghouse Interactive:
Company LogoEnghouse Interactive’s integrated suite of solutions includes omni-channel contact center, self-service, attendant operator consoles and workforce optimization. This portfolio places us in a position to offer customers and partners a complete, fully featured solution from a single vendor. These solutions support the full range of deployment methods from premise-based to private, public or community cloud and even hybrid requirements. We have over 25 years’ experience developing solutions that enable organizations to leverage existing contact center technology and applications, overlaying additional functionality and enabling the contact center to flex with demand.
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Today's Tip of the Day - Choose Your Response Method Carefully

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

Published: Wednesday, April 25, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Analytics

Page: 12
1.) 
3Fiftynine

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

2.) 
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.

3.) 
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.

4.) 
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.

5.) 
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

6.) 
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)

7.) 
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)

8.) 
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)

9.) 
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.

10.) 
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)

11.) 
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)

12.) 
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)

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.

14.) 
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.

15.) 
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.

16.) 
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.

17.) 
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)

18.) 
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.

19.) 
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

20.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
 
Page: 12

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