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Executive Interview : Covid-19 (Coronavirus) and Your Business - 1 year on! - Exclusive Interview With Stephen Pace from SJS Solutions

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.
SJS provide training and smart visuals developed to motivate and support agents via TV screens so when everyone was sent home our customers agents no longer had the ability to access social and operational messaging, alerts and metrics as they used to. Early on we gave our customers the option to swap their on-site licenses for remote "Agile" licenses, these licenses gave our customers the ability to deliver the same engaging, rich content to mobile devices and desktops, therefore giving customers the ability to continue to met the human needs of their agents. The feedback from customers was extremely positive.

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??
For SJS we moved to a work from home set up and from an operational perspective nothing really changed, our support services remain strong and software development was uninterrupted. The biggest downside was employees feeling isolated and missing feeling connected to each other.

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

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?
Constant and clear communication is the key, we used MS Teams to have regular calls and made sure everyone's mental health was taken into account. Unfortunately for a lot of contact centers they have been ignoring the importance of meeting human needs and the impact not doing this has on morale and wellness, and when the pandemic hit they simply continued to push metrics to agents rather than scheduling supportive operational and social messages which would have helped reduce feelings of isolation and loneliness.

If you could go back in time and could plan for a pandemic, what would you do differently and why?
Nothing

How often do you meet with your team / colleagues and how ? zoom? skype other ? and also how well does this work for everyone?
MS Teams, we are all in regular contact and have team meetings every 2 weeks.

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
In many cases harder, the ability to disconnect from work is much harder at home and as the CEO I am constantly reminding my team to keep their work life in perspective, giving them advice to help reduce stress and making sure they do not work all day and all night. Our customers use Optymyse to help with this also.

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?
My team want to get back to being in the same room together and although the occasional day at home will now be easier I think they will want to get back to the office ASAP.

If the pandemic did not really affect you tell us why - what made it a non event for you?
Personally I found the pandemic gave me time to focus on my own personal development and since it started I have been meditating twice a day, this has helped me manage my stress levels and emotions. From a business perspective, all of the deals we had on the table ready to go or about to be confirmed stopped and the impact on revenue was significant, however we did not need to let anyone go and still managed to make a modest profit. 2021 is looking much better.

How do you now train staff? how is this method working?
We are a close team and training / coaching happens all of the time. we have started to offer our customer CSM training with a focus on understanding Motivational Psychology to better meet the human needs of their employees. Right now this is via Teams but face-to-face should start Q3

What have you noticed in terms of staff turnover since the pandemic? any changes? and why do you think there has been a change (if any)
No change.

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?
YES

Do you think the company you work for appreciates staff more and shows appreciation more now because of the pandemic or does it feel like you get the same or maybe even less appreciation?
YES

If you manage a team - how have you coped with the change ?
More communication, More listening.

If you are part of a team that worked closely together face to face how do you feel now working in a different way? maybe more remotely?
We prefer face to face

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 find myself mentoring my team on any and all subjects they wish to speak to me about, that can include health issues, motivation, personal development and even relationships. We are a very close team and although it sounds cheesy we are like family. In fact I introduced one of my team to Yoga and she loves it and another to meditation and she is finding this very helpful in improving her confidence.

Many people were concerned about security of information with remote agents - how have you handled this in your business so its not an issue?
I leave that to my head of tech.

Lastly, any other comments or opinions you can share about the effects of this pandemic on your business or the people working in your company?
I hope its highlighted the fact that agents need to be supported and treated with respect, and I hope that employers will start to align the way they treat their people with their human needs rather than numbers. Once agents feel supported and valued, stress reduces and wellness improves making it far more likely for to deliver great CX, and surely that's the golden ticket?


About SJS Solutions:
Company LogoFounded in 2001 SJS Solutions is a provider in contact center optimisation. It’s no secret that people are the most expensive part of any contact centre operation. How do you motivate, protect, engage and develop your most important resource? Optymyse Smart Contact Center Visuals offer a neuroscience-based approach which takes care of your most valuable asset - your people. Using a scientifically supported formula, Optymyse delivers visuals which unlock the full potential of your contact center whilst protecting the mental wellbeing of all of your employees. We don’t believe in the old mantra of, “if something can be measured, it should be measured.” Metrics alone simply can’t deliver the organisational improvements that contact centres are looking for – and they certainly have minimal impact on improving customer experience. The true power of Optymyse is that it encourages a complete rethink of how you use information to drive positive customer experiences time and time again. It’s a win-win situation. SJS Solutions are passionate about optimising contact centres. Optymyse was designed specifically to break the cycle of expensive workforce issues and promote employee wellness. This not only saves you time and money, it also allows agents to deliver outstanding customer experiences. If you’re looking for a scientifically supported way to create a SCARF-compliant contact centre environment which puts your employees needs first,
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Today's Tip of the Day - Auto Attendant Options

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

Published: Monday, May 17, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Dialer Solutions

 
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.) 
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.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

4.) 
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:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
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 t...
(read more)

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

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