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Executive Interview : Challenges in the Contact Center Industry - Part 1

In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?

Crescens Agyeman Badu
Director Of Business Development
imextra-co
Ghana

"Confidentiality and technological changes"

 
Iain Banks
Regional Vice President, International Markets
TTEC
United Kingdom

"Organisations today are expected to meet customers’ needs and expectations at every interaction, in return for customer loyalty. The single biggest challenge we are facing is the ability to deliver on this promise as it is dependent to the extent to which ‘Customer-Centricity’ is embedded within every single person in your organisation."

About TTEC

TTEC Holdings, Inc. (NASDAQ: TTEC) is a global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience. TTEC Digita... (read more)
 
Adam Taylor
Chief Executive Officer
VeriCall
United Kingdom

"GDPR implementation"

About VeriCall

VeriCall Ltd is an outsource contact centre specialising in subscription sales and customer management. With 10 years experience managing Pay-TV contact centre solutions including event based solution... (read more)
 
Vipin Jethi
CEO
Agami Tech
India

"The major challenges that the Contact Center providers are facing and will continue to struggle within the times to come are:

Addressing the much more demanding and digitally connected customer with their Legacy Contact Center Technology: In India Contact Centers have been around for more than two decades now and so is the technology which has already undergone many cycles of upgrades. These Legacy systems will prevent BPO’s and Captive Contact Centers from utilizing the digital technology they need to grow.

Agent Retention: This is one of the biggest challenges that the industry is facing. Hiring quality agents and retaining them. Losing skilled Agents will have a negative impact on Customer Satisfaction and having to recruit and train fresh agents resulting in excessive costs.

Rising Customer Expectations: Customers expectations have increased in terms of response time and overall service levels. The technology should help customers rapidly and seamlessly communicate. Moreover, the onus will be on agents to handle and resolve the customer queries empathetically and in a timely manner. Any glitches in handling the customer issues might hit the social media channels within minutes tarnishing the brand and impacting the business.

Reporting and Analytics: The massive amount of customer data flowing through the Contact Center must be analyzed and reported giving necessary customer insights to the business. The Business will need a single version of the truth and not reporting data siloed w.r.t channel or application being used."

About Agami Tech

Agami-Tech is an emerging provider offering innovative and business responsive solutions in the Customer Interaction and Unified Communication space. With more than 60 years of collective management t... (read more)
 

Today's Tip of the Day - New Opportunities

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

Related Editorial

Published: Tuesday, May 7, 2019

Printer Friendly Version Printer friendly version

2022 Buyers Guide
Get Listed
Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:
2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.
3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.
5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
6.) 
Lexico Telecom

SIP TRUNK PROVIDER
We provide competitive SIP trunk services with different level of quality, IVR mailing service, pay per call servise, DID numbers service.
7.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
8.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
9.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!
10.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.
11.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system
12.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
13.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

About us - in 60 seconds!

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