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Executive Interview : COVID-19 - We asked members around the world for any other comments or opinions to share!

Read their comments below.

Dimitri Pratamaputera Irman
Contact Center Agent
Pertamina
Indonesia

"This Viruses not only spread a deadly disease and pandemic but coronavirus also spread fear towards employees, if we can teach them how to prevent the spreading and have a healthy lifestyle we can make our employee feel safe so they can keep doing their jobs in safety and healthy environment.
By teaching our employees on how to prevent the spreading and have a healthy lifestyle not only we give our employees a safe and healthy environment but also stop the spreading."

About Pertamina

PERTAMINA's activities in conducting business in the field of energy and petrochemicals, divided into two sectors, namely Hulu and Hilir, and supported by the activities of Subsidiaries and Joint Vent... (read more)
 
Chaitanya Chokkareddy
Chief Innovation Officer
Ozonetel Systems
India

"Ozonetel has always been flexible with work from home model, fortunately, we still have not seen any impact on our employees, and we have taken all the necessary precautions guided by the authorities. From client’s perspective, we are observing curiosity to understand how work from home model can help and we are assisting them in this process."

About Ozonetel Systems

Ozonetel Systems is a Hyderabad-headquartered cloud telephony services firm.
 
Jassica Ong
Team Lead
ST Electronics
Singapore

"We have sped up the implementation of Live chat where our agents are able to work from home."

 
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Steven Tippe
Manager, Product Support & Training
FCC AgExpert
Canada

"Our thoughts and prayers are with all those affected."

 
Kai-Ling Chen
Assistant Manager, Lead of Customer Service Analysis
Cathay United Bank
Taiwan

"Because Taiwan has been through SARS period in 2003, Taiwan government and people are highly aware of the severity of coronavirus. Therefore, when our bank enforces related measures (listed as below), our employees show high cooperation.

1. Setting up temperature check stations and disinfectant supplies at each entrance
2. Taking temperature check periodically by assigned staff
3. Wearing masks in meetings and elevators"

About Cathay United Bank

Cathay United Bank (CUB) is Taiwan largest private bank which is one of the subsidiaries of Cathay Financial Holdings. CUB has 165 branches in Taiwan and 67 overseas offices. CUB provides comprehensiv... (read more)
 
Roger Calix
Manager
Caribbean Contact Center
Honduras

"Hopefully it does not happen, but if a rep is contaminated with this or any other bacteria, the effects on the site would be very serious, I think we should have a plan B, how to operate from home in extreme cases and that our clients allow us"

 
Handel Gibbings
Service Desk Director
CDMS Inc.
United States

"Folks are genuinely anxious about this virus, but reassuring your most prized "assets" like your employees should trump anything else. After all, you need a calm and focused workforce to ensure your business continues humming during all circumstances."

About CDMS Inc.

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

"Communication is key."

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)
 
Anne joy Nakalanzi
Sales manager
Uganda

"Workers are very suspicious as they tend to segregate their fellow workers who have flue."

 
Dave D'Arcy
Director EMEA Customer Care
RingCentral UK Ltd
United Kingdom

"Clear leadership has been the key. Have a single policy and stick to it. Don't allow media messaging to guide changing path"

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

"It's brought out the best in people. We are all in this together across our locations and business units around the world. The health and safety of our employees and communities is our number 1 priority."

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)
 
Garry Schultz
Principal
RotR
Canada

"Don't panic. Management layer personnel should be coached on how to dull the human inclination to panic. Find the small percentage of personnel who tend to light-fires of de-motivation and coach them to become part of the solution."

About RotR

Customer Success consultant
 
Duncan Wallace
Principal
InterGlobal Management Group
Australia

"The main impact for us as a business is delayed new business. Our focus is on current requirements and mitigating excess volumes around other less impacted products ie Telco call volumes are as expected. Anything travel related - flights, accommodation, restaurants, entertainments - let’s call them Lifestyle products - is where the pressure lies. To this end if any colleagues/centres are looking for an escape valve viz overflow calls etc and particularly digital/virtual support, we are here to help."

 
Nugroho Juli Purnama
Head of Contact Center
Directorate General of Treasury
Indonesia

"We do hope and pray for people in the world, please stay safe everyone."

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

"The effects of this virus caused us to expand our horizon and assisted us to bring some brand new solutions. We have initiated to work on the situation at instant, and succeeded to assist people so that they can work remotely. Agents that preferred us are at their homes right now, working in a virus-free zone."

About Call Center Studio

Call Center Studio is the world’s first call center built on Google, is one of the most full-featured enterprise-grade systems, is easy to use, and is the price-performance leader.
 
Jacque Lim
Regional Head of Service Delivery APAC
Aspire Lifestyles
Singapore

"Do not panic, get info from professional and approved source, boost up your own immune system, social distancing, be responsible to yourself, your families and others. Last but not least, follow the government directives (especially the Health Ministry) and stay healthy."

 
Mohammadreza Riazi
Trade Manager
Baran Communication Center
Iran

"we and our people took care of over selves by health instructions and also tried not to loose our connection from our clients"

About Baran Communication Center

our company is a dealing wholesaler, distributor and service provider in the fields of communication.
 
Mark Walton
CEO
Sensée
United Kingdom

"This will enable Home Working to truly take centre stage in future strategies of businesses globally."

About Sensée

Sensée helps UK organisations to improve their business performance and provide customer service. Our team of service advisors (as well as our support and management staff) are employed and work entir... (read more)
 
David Lee
Retired - Director of Patient Access and Care Coordination
Stanford Health Care
United States

"Good luck to everyone and please stay vigilant and take care of your employees as they are YOU and your voice."

 

Pakistan

"Well So Far the fear factor has been hyped besides medical practitioners have not been seen telling cure and preventive measures to be taken. State and Non State Institutions should play their role to raise awareness, care taking and Treatment. We can only lower this Panic if we have been told a complete plan to cope with this untoward situation. This Plague has harmed the entire world and i reckon this is the time to work hand in hand as to eradicate this pandemic. It should be taken as a call for global unity on this issue"

 
Asad Qasmi
Customer Contact Center Manager
DHL Express Pakistan (PVT) Limited
Pakistan

"Complete shutdown has been enforced now so all businesses are operating as best as they can from home or completely shutdown"

About DHL Express Pakistan (PVT) Limited

DHL is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market provider in the logistics industry. DHL commits its expertise in international express, air and oc... (read more)
 
Rebecca Martin
VP, Marketing
Calabrio
United States

"In times of crisis, contact centers and the agents that serve as the face and voice of the brand, are critical. It is imperative that we understand that technology can be vital to make us more efficient, more connected and more responsive at a moment’s notice. But the human side of our businesses are equally, if not more, important. Agents across the globe are being tasked with helping provide clarity and calm to a world that is experiencing unprecedented upheaval. Leaders need to pay attention to their employees, maintain a reasonable structure of expectations and provide an outlet for sharing and supporting."

About Calabrio

Calabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Managemen... (read more)
 
Susan Kendall
President
Tapcheck
United States

"The virus will move a lot of functions of employee management to the cloud and enable companies to operate HR and Payroll and how they pay people remotely when needed. Giving employees the ability to get paid when they need it with no cost to the employer and no funding by the employer will change the way companies deliver pay checks. Tapcheck simply takes the advanced pay back on payday."

About Tapcheck

Tapcheck offers a free for Employers highly-impactful financial wellness benefit that employers can offer to their employees that automates the ability for employees to access their earned pay on-dem... (read more)
 
Scott Ross
Executive Vice President Sales and Marketing
Radius Global Solutions
United States

"It's been extremely disruptive to say the least, and we are preparing for this to last for at least the next few months"

About Radius Global Solutions

Radius is a global provider of business process outsourcing, including customer acquisition, customer care, and support, and collections.
 
Denis Charron
Optimization and Process Expert (Telephone Access and Client Services)
Mcgill University Health Centre
Canada

"The rapid escalation of measures is creating stress and anxiety for our staff. There is a great need for communication and support from management."

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)
 
Yuvaraj
Executive
ABC
India

"It is very tough for working business people because we meet every day & take time for everyone - now we have to be more careful to self from protect corona virus"

 
Jean-Marie Verdier
Director
WCT INTERNATIONAL SAS
France

"Everybody is avoiding to go to the public places and also avoiding the public transportation..we have soaps, antiseptic gel and masks at our office"

 
Mitesh Shah
Sr. Business Director
Sutherland
United Arab Emirates

"New Acquisitions and Expansion will be slowed down."

About Sutherland

As a digital transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics.... (read more)
 
Graham Thomson
Director, Customer Contact Centres
Panago Pizza
Canada

"Stay up to date on the development of the Pandemic and act quickly before your ability to choose the next step is removed by the virus or the government."

About Panago Pizza

Panago Pizza is a national Canadian pizza franchise. We serve fresh delicious pizza through our franchises across the country.
 
Leonard Chan
Chief Strategy Officer
800 TeleServices
China

"There are always opportunities in every crisis. We need to focus on keeping our priceless people assets; and at the same time explore how automatic / AI technologies can help to maintain service continuity in case of global crisis."

 
Skuli Skulason
Managing Director (CXO)
Reykjavik Energy
Iceland

"The most important things are:
- Keep people informed about what you are doing, what is going in in your company, what decisions are the managers taking, how many has been infected and so on.
- Be honest, otherwise people will not trust you and that can affect your business for long time.
- The management team must be a one strong team that speaks as one. Only one, the CEO, speaks for the company.
- Don't panic, this is a temporary situation."

 
Andrew Begnoche
Director of Operations
Holdcom
United States

"Communication is key. Open honest conversations to review your plan and strategy and being sensitive to each persons level of concern. Being busier has forced everyone to focus on work and cut down on chatter, rumors, etc."

 
Massimo Palumbo
VP - Global Data Center and Consumer Services
IGT Italy
Italy

"Again, this is global. I'm in Italy but unfortunately all the Europe will have the same situation soon"

About IGT Italy

IGT is a leading gaming technology and services company, providing innovative technology, creative content, and superior service delivery.
 

Today's Tip of the Day - Customer Interaction Tips

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

Published: Thursday, April 2, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
1.) 
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.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
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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