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Executive Interview : Covid-19 (Coronavirus) and Your Business - 1 year on! - Exclusive Interview With Eric Klein from Cloudonix

So a year on how would you describe how the pandemic has affected your company and how you work? If you can add some notes about your business to help readers understand what your center and/or company does, please add them here.
It has accelerated our growth. In particular our work from anywhere solution has been helping call centers extend their existing on premise phone system and all the associated systems (recording, agent management, etc) as if they were cloud based. This enables safe and secure (compliant) communications with no retraining required.

When the pandemic hit and if you had to adapt, what went well or better than expected in the change of the way you work??
Our team was used to working remotely, so that was not a problem for us. But we did need to pivot our product a little to add the WFA solution to our inbound call solution.

Since the start of the pandemic has call, email, chat traffic increased, decreased or stayed the same? AND, how? share some details on what you have noticed
There has been a move to more voice and video communications as people move away from chat tools as they want to talk to a human being.

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, as part of our ISO27001 certification we had an emergency plan in place. So, when this hit we were ready to cut over immediately.

In the early days of the pandemic there were lots of ideas how to keep staff now working from motivated - what activities / things did you do that worked well?
We moved to regular team calls to discuss what we were working on and any problems that we were experiencing. We did a lot of Slack communications to keep everyone engaged.

How often do you meet with your team / colleagues and how ? zoom? skype other ? and also how well does this work for everyone?
We have calls 3 mornings a week via Zoom or our own Jitsi service. This has been very effective.

Have you found colleagues are working harder, about the same as before or maybe a little less and why do you think that? please explain
Our team is working the same, or slightly more, than when we were in the office. The lack of commute has been great.

Longer term do you think you may continue working like you do today or do you think you will get back to like it was before the pandemic hit us all?
We will continue with a hybrid solution with the development team in the office several times a week.

If the pandemic did not really affect you tell us why - what made it a non event for you?
We were ready for emergencies, and had a lot of remote work because of travel, so it did not affect us too badly.

Do you think your company is now better prepared to deal with a crisis like this or any other crisis (flood, fire, earthquake, hurricane etc) if it happens in the future and if so why?
We have a better, tested, plan that has expanded beyond our original plan and will help us in the future.

If you manage a team - how have you coped with the change ?
We moved to the 3 times a week calls from a more informal method before this crisis. Now we know more about how to share information and keep the processes moving.

If you are a manager how do you help your team if they are struggling with personal issues at home or anxiety about the future?
I am having regular calls with everyone to help them deal with various problems that have arisen. Be these family members that were exposed (or actually sick) requiring isolation.

Many people were concerned about security of information with remote agents - how have you handled this in your business so its not an issue?
We are using our own services to make sure that we keep things secure.


About Cloudonix:
Company LogoCloudonix, the #DoMore Business Platform, accelerates revenues using Communications. Through it's Software Defined Communications platform, Cloudonix integrates easily with existing on-premise or cloud platforms. Cloudonix turns Business Systems into Business Super Heroes. Every business has their "natural" communications channel - normally dictated by the customers. Cloudonix's technology enables businesses to "build" their own communications channel and seamlessly transition customers to other channels - to the one best suited for the business. Enterprises can rapidly realize revenues and improve customer service by merging voice and data into a complete service context. Cloudonix adds 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.
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Today's Tip of the Day - Keep Cost In Perspective

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

Published: Thursday, May 13, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide IVR

 
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.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

5.) 
Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)

6.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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