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Case Studies : Ever Ready Mortar

Ever Ready Mortar
Brand new business, Ever Ready Mortar delivers a unique service supplying ready to use mortar to the building trade. It has expanded rapidly since opening its doors in October 2007, with corporate headquarters in Sunderland and depots in Tyne & Wear, Manchester and Sheffield, and one more soon to open in Birmingham. 

The rostrvm blended call centre solution supports its outbound sales and inbound customer service operation, enabling the company to meet its ambitious growth plans.

The Challenge
Ever Ready Mortar uses the latest technology to deliver a unique service, by delivering ready to use mortar to builders who no longer have to hire mixers, juggle lead times on delivery or be landed with mortar in bad weather conditions. It wanted to apply the same innovation to its call centre which would provide a key role in the business.

The challenge was to create a call centre from scratch that would provide an effective outbound sales operation as well as deliver the personalised customer service that would ensure customers come back for more.

Ever Ready Mortar invited Stacey Baillie, previously Head of the Outbound Sales Team at leading global technology services company EDS, to set up and run the call centre. Stacey took up the challenge and joined a fledgling operation with only a couple of desks, no computers and no telephones.


The Solution
Several call centre technology providers were invited to submit a tender, but Rostrvm Solutions was the only company that could demonstrate the flexibility that Ever Ready Mortar needed.

Stacey explains: "Rostrvm took the time to understand our business plan and were prepared to deliver us a customised solution, tailored to our precise requirements. They demonstrated a willingness to meet all the requirements on our ‘wish list' allowing our call centre to reflect the innovation and personalised service that is fundamental to our business approach."

The rostrvm software suite integrates with Ever Ready Mortar's Sage CRM system, allowing the call centre to manage both sales campaigns and inbound customer service calls in the form of a blended solution from a single easy-to-use database.


The Results
The seven strong call centre team field around 100 customer service calls per day, but the majority of calls are outbound, with a target of over 500 sales calls per day to keep on track with ambitious growth plans.

Stacey explains: "Our sales effort is focused on the call centre. Since the concept of Ever Ready Mortar is so new, we want to contact as many people as possible to let them know how our service can help them. But we also want to call at a time that is convenient for our target audience in the building trade; the rostrvm dialler allows us to make an initial call to register interest and schedule a call back to suit the convenience of our target customers."

The rostrvm system allows for multiple campaigns to run alongside each other, and is sophisticated enough to prioritise campaigns and schedule call backs.

According to Stacey, the systems' ease of use is a major benefit: "The rostrvm dialler is really easy to configure, for someone like me, who does not have an IT background. We can use wizards to set re-dial rules and then tweak these as required to achieve optimum efficiency. For example, builders are often out of the office, so we have configured the system to re-dial two or three times within 30 minutes if a number is engaged because we know we have a good chance of reaching them while they are available."

The rostrvm technology has also allowed Ever Ready Mortar to create some different features for its inbound customer service operation, in the form of a unique identifier for every customer, a distance calculator and an ingenious routing solution to service urgent calls when the contact centre is closed.

In Stacey's words: "We wanted our customers to build personalised relationships with our call centre team and the customer ID allows us to match inbound calls with the appropriate agent. Screen pops ensure our team know who the caller is before the call is put through.

"The distance calculator is a fantastic feature. By entering a post code into the system, our agents can instantly calculate delivery costs, so they give an ‘instant' quote to the customer. Rostrvm's willingness to work with us to deliver innovations such as this is what sets them apart as a technology partner.

Since the building trade is to a large extent dependent on weather conditions, Ever Ready Mortar wanted to give its customers the option to cancel an order if necessary, by routing calls directly to the depot outside of office hours.

Stacey explains: "This type of feature means that our service is designed around our customers' needs. I have been incredibly impressed by Rostrvm's 'can do' attitude. In addition to maximising the efficiency of our sales force, Rostrvm's technology has allowed us to create a high level of personalisation and build one-to-one relationships with our growing customer base. And we have a scalable solution that can grow with our business."


Today's Tip of the Day - Multi Contact

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

Published: Thursday, July 31, 2008

Printer Friendly Version Printer friendly version

2024 Buyers Guide Cloud Contact Center Solutions

Page: 1234
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.) 
Premium Listing
iNextrix Technologies

iCallify
iCallify: intelligent call center software is one of the most popular products offered by iNextrix. iCallify is developed using cutting edge technologies as well as the predictive sphere of artificial intelligence. This call center software has some intelligent features along with the standard features available in other call center solutions. Thus, it is truly an intelligent call center software solution.
This intelligent call center software is built to benefit all businesses, no matter what industry vertical they belong to. This call center software has features to empower different campaigns in different call centers and businesses.


3.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)

4.) 
Adversus Dialer

Adverus Dialer
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

5.) 
Alcor Consulting, Inc.

HoduCC/VoipCor
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.

6.) 
Allstream

Contact Center
Contact Center is a powerful tool that you can add to your unified communications (UC) solution to ensure you've always got the right resources available to both customers and employees, no matter the communication channel they're using — voice, email, web, chat or social.

Contact Center’s enhanced call routing and workforce management tools can help increase employee productivity. And with the advanced reporting and forecasting tools, you’ll be able to properly staff your contact center and enhance your customer experience.

It has everything you need to deliver superior customer and employee experience.

7.) 
Alvaria

Alvaria Cloud
Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.

8.) 
Alvaria

Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.

9.) 
Amtelco

Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

10.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

11.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

12.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers find the best possible solution for their business.
We represent the leaders for CCaaS, CPaaS, SD-WAN, SASE, SIP. We identify the best fit for our customers and help them manage the lifecycle of the customer engagement. We also have an excellent solution for mobile marketing and can raise call acceptance by more than 50% with a Next Generation caller ID for mobile phones.
We solve problems and give our customers time back to run their business. Give us a call we have world class expertise and resources that can help you build an exceptional customer experience.

13.) 
Callnfax

Voice & Video Services at the Speed of Business
CallnFax offers global virtual telephone numbers with Flat-Rate pricing, A-Z termination service with full CNAM support, and full-featured video meeting solutions. CallnFax has been delivering reliable solutions since 2009, accompanied with personalized customer support, designed for Call Centers, Contact Centers, and Global Enterprise.

14.) 
CallShaper

CallShaper
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

15.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.

16.) 
ContactCenter4ALL

CC4Teams
Contact Center solutions; that is what we do! So we know, like no other, that integrating natively with Microsoft, making our solution available on the same screen is what your customer contact team needs. CC4Teams enhances Microsoft Teams with features and adds additional functionality to use Microsoft Teams as a complete Omni-ChannelContact Center solution.

For example, CC4Teams adds our proprietary drag and drop IVR (no code needed), ad-hoc or scheduled call recording, operator attendant, historical and real-time reporting (integrates with Microsoft PowerBi), wallboards, home workers, supervisor functionalities, and skilled based routing directly to Microsoft Teams.
The intuitive CC4...
(read more)

17.) 
Contaque

Contaque VERVE
Cloud or On-Premise? Elevate Customer Experience Either Way with Our Contact Center Solutions!

18.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

19.) 
Convoso

Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:

*Caller ID reputation
*Call flagging/blocking
*Low contact rates
*Limited insight into list performance
*Time wasted resetting lead lists
*Dropped calls
*Poor answering machine detection

Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.

20.) 
CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
 
Page: 1234

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