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Executive Interview : Coronavirus And Contact Centers Part 2

We asked members how the Coronavirus has affected members and also if they had any contingency plans in place before the virus hit. More comments!

This is part 2 of a multi-part series 

Handel Gibbings
Service Desk Director
CDMS Inc.
United States

What effect has the Coronavirus had on your company?
"Little at the moment, but some of our clients are asking if we have a contingency plan."

Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"Yes, and we have employed our IT Service Continuity plans during specific events in the past (e.g. Building Fire Drills)"

About CDMS Inc.

Managed Service Provider
 
Mattie Minas
General Manager, Customer Contact Centres
Spotless
Australia

What effect has the Coronavirus had on your company?
"Slight panic and uncertainty"

Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"We have a DRP site, however this could also be shut down. Applying the same principles as we mobilise another site."

About Spotless

At Spotless, our customers are at the heart of everything we do. Our purpose is to create and sustain the modern environment by building trusted relationships with our customers. Our promise is to wor... (read more)
 
Haluk Cavusoglu
CEO
Cloudyflex
Turkey

What effect has the Coronavirus had on your company?
"Some of the employees are disturbed and they expect to work from a home office."

About Cloudyflex

Cloudyflex was founded by a team with over 20 years experience in Digital Marketing and After Sales Service processes. Cloudyflex's mission is to provide business customers with full support of clo... (read more)
 
Dave D'Arcy
Senior Director EMEA Customer Care
RingCentral UK Ltd
United Kingdom

What effect has the Coronavirus had on your company?
"There have been mutiple planning meetings and the development of a strong BCP. We have closed various geographic offices and contact centres"

Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"Yes and Yes"

About RingCentral UK Ltd

RingCentral Engage is an all in one tool that empowers you to receive, process, and respond to messages from all digital channels (social networks, live-chat, mobile, emails, communities, Chatbots, Wh... (read more)
 
Elizabeth Glagowski
Public Relations
TTEC
United States

What effect has the Coronavirus had on your company?
"Some operations are impacted by government lockdowns, absenteeism is up slightly (but we're prepared for more), travel restrictions and work-from-home policies are in place. We are very proactive about being prepared and preventative with wellness and cleaning protocols. We have 7 resilience principles that we are living by -- preparedness, redundancy, diversity, modularity, competence, connectedness, and adapability. More clients are asking for us to help them with business continuity with at-home options, automation, messaging, and other new services as well."

Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"We had business continuity plans in place, but his is much bigger than what we planned for, since it's affecting the entire world at once. Other plans were more location-specific. We started addressing this more than 60 days ago when it was still localized in China, to be as prepared as possible as it spread. We feel that helped us get ahead of it."

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)
 
Duncan Wallace
Principal
InterGlobal Management Group
Australia

What effect has the Coronavirus had on your company?
"All client visits stopped meaning new deployments will be suspended for time being affecting our growth forecasts for the year"
Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"To date our African partners have not been affected and BCP is more about being part of the supply/overflow chain for more affected areas to date ie Philippines"

 
Arif Mehmood
Manager Operations
Luza Corp
India

What effect has the Coronavirus had on your company?
"Not much right now"
Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"No we didn't have any."

 
Nugroho Juli Purnama
Head of Customer Service
Directorate General of Treasury
Indonesia

What effect has the Coronavirus had on your company?
"We are now activating the "Work From Home" procedure on a certain Unit. It could be applied to all Units on the Ministry of Finance."

Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"No, we do not prepare the scenario for this kind of incident."

About Directorate General of Treasury

Directorate General of Treasury (DGT) is an Indonesian government unit under the Ministry of Finance responsible for the nation's finance including state revenue, payment, accounting, and reporting.
 
Charlie Turhan
Director of Channel Development
Call Center Studio
United Kingdom

What effect has the Coronavirus had on your company?
"Due to the recent outbreak, demands coming towards us have increased significantly. An undisclosed amount of our customers, including global brands and major call center outsourcing companies want to work remotely (mostly from their home) and thanks to our scalability, we can easily provide assistance for those who desire to work outside of the office."

Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"Until now, we didn't have an emergency plan, however, this heartbreaking situation became a perfect lesson for us for further cases."

About Call Center Studio

Call Center Studio is a powerful multi-channel, scalable AI-powered software which is designed to enrich the experience for both your agents and your customers.
 
Odudu Ibanga
Team Lead Communications
Slot Systems Limited
Nigeria

What effect has the Coronavirus had on your company?
"Increase in prices of products, scarcity, Staff salary being cut and well as cancellation of incentives for sales conversions"

 

Pakistan

What effect has the Coronavirus had on your company?
"It has effected day to day operations from different aspects. as well as it has allowed absenteeism to be increased which has lowered the daily operational targets."
Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"No it was taken as a rumor initially and was ignored until news media outlets started talking about it."

 
Denis Charron
Optimization and Process Expert (Telephone Access and Client Services)
Mcgill University Health Centre
Canada

What effect has the Coronavirus had on your company?
"The situation is evolving daily but since schools have been closed for 3 weeks, we expects some parents will be absent from work to take care of their kids."

Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"Yes we an a severe infectious disease protocol in place"

About Mcgill University Health Centre

The McGill University Health Centre (MUHC) is an academic health centre. Building on the tradition of medical leadership of its founding hospitals, the MUHC provides multidisciplinary patient-centric... (read more)
 

Today's Tip of the Day - Keep Cost In Perspective

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

Published: Tuesday, March 17, 2020

Printer Friendly Version Printer friendly version

2022 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.) 
MiaRec, Inc.

MiaRec Voice Analytics
A powerful new addition to our Customer Engagement Suite, MiaRec Voice Analytics provides a complete quality management solution that records, monitors, organizes, and scores your customer interactions. MiaRec Voice Analytics humanizes your data, empowering you to make real decisions about your customer service operation. Unlock the needs, wants, and concerns of your customer base while upskilling your staff, identifying service gaps, and tackling compliance.

Our Voice Analytics solution produces a detailed picture of your call center, highlights the topics you want to see, and helps you get ahead of disputes, reverse churn, and seize emerging business opportunities. With a fast and low l...
(read more)

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.) 
Pointel

CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
(read more)

20.) 
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.
 
Page: 12

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