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Case Studies : Advanced Call Center Technologies

 

Situation
As part of delivering its core business of contact center outsourcing, Advanced Call Center Technologies (ACT) uses automated dialers to contact customers. The company was looking to reduce internal operating costs, especially as new call centers were being opened in new locations. The use of predictive dialers increases productivity in call centers, since agents spend more time talking to people, rather than manually dialing numbers, waiting for calls to go through, or hanging up on busy signals and answering machines.

Solution
Using VBVoice, ACT developed Dialocity, a hosted predictive dialer that automatically places outbound calls and transfers them to an agent when a human responds. The product proved so compelling that a separate company, Internet Contact Systems, was spun off to capitalize on its potential.

Standard predictive dialers require agents to be connected to the dialer via a LAN, which binds them to the same geographic locations as the dialer. Dialocity, by comparison, is an Internet enabled predictive dialer service that allows agents to connect to the dialer from any desktop with an Internet connection, offering the flexibility to locate agents in almost any geographical location.

Regardless of the location of the customer service representatives, Dialocity launches all calls from a central hosting facility with extensive voice and data connectivity, located in Atlanta, Georgia. Dialocity users are billed for the usage of the dialer on an hourly basis, plus long distance charges. The hourly service fee is based on the number of hours a company's customer service representatives spend logged on to the system each month.

"We have had previous experience with VBVoice, and were very pleased with its capabilities and performance. Using it to develop Dialocity was only natural", said Ty Ginac, President of Internet Contact Systems. "In addition, we had already made large investments in telephony hardware and needed a tool that was compatible with Aculab's Prosody cards. VBVoice's compatibility with Aculab was an important factor for us."

ACT had chosen Aculab's telephony card for their reliability and extensive functionality, along with their switching speed and ease of integration. "From a technical perspective, the best thing about Aculab is that you can develop any type of application with just one card," commented Jeff Rondeau, Chief Technical Officer at Internet Contact Systems. According to Jeff Rondeau, Aculab also offers superior technical support. "I've always felt that our support contact at Aculab has gone above and beyond his call of duty to help with an array of different research and development projects."

Benefits
Using VBVoice, the organization was able to develop a customer contact solution. "Although it took us over a year to develop the entire predictive dialer system, it only took us a few days to incorporate VBVoice into the application", said Ty Ginac.

While predictive dialers offer attractive productivity benefits, they represent major investments in resources, and are cost prohibitive for smaller organizations. According to Ty Ginac, "Dialocity offers two distinctive advantages over traditional predictive dialers: affordability and accessibility. It eliminates the need to purchase equipment and make up front capital investments, making it affordable for smaller organizations to take advantage of predictive dialing technologies. And since it can be accessed over the Internet, customer service representatives can work from practically anywhere."

Dialocity offers call centers and organizations the flexibility to open new offices in various locations without having to purchase a new dialer. Companies can also easily scale their customer contact operations to quickly handle seasonal demands and other short term needs by purchasing additional seats on the dialer.

Although the service has been introduced only recently, Internet Contact System's list of customers is rapidly growing. "Companies, especially smaller organizations, cannot afford to make large investments in equipment that will not return the desirable ROI. We provide a practical and attractive alternative to the in-house predictive dialer infrastructure," commented Ty.


Today's Tip of the Day - Workforce Management Solutions

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

Published: Thursday, October 8, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.) 
Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
Eleveo

Eleveo WFM
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.

6.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

7.) 
Pointel

Genesys Workforce Management
WFM Voice Self-Service allows agents and supervisors to access and update workforce management information from any telephone. Leveraging the Genesys Voice Platform and its open standards-based techonologies such as VoiceXML, robust applications can be developed to provide "anytime, anywhere" access to WFM planning and scheduling and real-time fuctions. These valuable additions to the standard WFM solution can be tailored to meet the unique needs of the contact center.

WFM Voice Self-Service can be deployed either in enterprise premises or hosted in a service provider's network.

If the client is a Genesys Voice Platform customer, they can run WFM Voice Self-Service on the Genesys Voice...
(read more)

8.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

9.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.

10.) 
Simucall limited

Assessment of Contact centre job applicants
Pay As You Go remote assessment tool for contact centre job applicants.

NO set up or registration fee and NO minimum use contract

Assess your applicants ability to listen to a caller, recognise the important pieces of information and record them into a logging system swiftly and accurately under pressure.

Full management dashboard

Pay per completed assessment (no charge if abandoned or not taken by the deadline you set)

Choice of assessment environments - including Insurance claims, Financial transactions, Emergency service calls, Utility defect report and IT Helpdesk

Variety of UK accents used by callers (of different ages and genders)

You retain control of all communication with the applicants
 

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