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Executive Interview : Customer Service - Better Or Worse Than A Year Ago?

We asked members "Do you feel the service you personally get as a customer is better or worse than it was a year ago?"

Some members told us. Read their comments:

Wasif Balouch Ashrafi
Senior General Manager Contact Center
Pizza Hut Pakistan
Pakistan

"By the years services are getting better. Now all of us have instant ways of rating services by Apps and take feed backs from customers through social media as well."

About Pizza Hut Pakistan

The first Pizza Hut restaurant in Pakistan was opened in December 1993 and took the culinary scene by surprise. From that time onwards, the brand has contributed heavily towards the development of the... (read more)
 
Stephen Mak
Assistant Sales Manager
HKT
Hong Kong

"Certainly it is better in many ways. I can purchase products online with fast delivery and can get customer service online anytime anywhere. I am sure it will be even better in 2018."

About HKT

HKT is Hong Kong's premier telecommunications service provider and leading operator in fixed-line, broadband and mobile communication services. It meets the needs of the Hong Kong public and local and... (read more)
 
John Irey
Principal Consultant
Mindsight
United States

"Better across the board. One notable instance is that, from personal experience, the logistics industries behind ecommerce websites have caught up to the demand. I did all my holiday shopping this year online, and for the first time, all packages arrived before the holiday without incident.

On a different front, a major cable provider I subscribe to took a proactive approach to my needs. They notified me that even though I paid for premium network speeds, the modem in my home was slowing my connection down. They provided a link to a modem upgrade that would help improve my network performance."

About Mindsight

Mindsight, a Chicago IT services provider, is an extension of your team. Our culture is built on transparency and trust, and our team is made up of extraordinary people – the kinds of people you would... (read more)
 

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Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Anand Subramaniam
SVP Marketing
eGain Corporation
United States

"I’d say it is the same or worse. Here are some mystery-shopping examples for self-service on websites of leading companies:

Search terms Results
Walking shoes Multiple pages of hits on running shoes
Non-stick saucepan with no Teflon Scores of hits on pans with Teflon
Dishwater does not clean well Pages of unrelated hits
How to pay more principal on mortgage loan Info on auto buying and other unrelated hits


Here’s a personal example for agent-assisted service:

The water pressure regulator in my house was not working. I called my home warranty company, one of the leading companies in the industry, to initiate service. It was an omnichannel ordeal, alliteration intended. Long story short, I had to walk a customer service agent through specific parts of the contract about my entitlement, different agents gave different answers about coverage, lack of coordination between the warranty company and the field service companies, website interactions not unified with phone interactions, etc. etc. My problem was resolved at the end but I started wondering if I should take classes in deep breathing and anger management before I dared to get customer service again! By the same token, I also feel bullish that customer experience, agent experience, and the business’ own experience in running customer service operations will improve if companies leverage a knowledge-powered, AI-guided, omnichannel customer engagement solution like ours!"

About eGain Corporation

eGain customer engagement platform automates digital-first, omnichannel experiences across all touch points. Powered by AI, machine learning, knowledge, and analytics, our top-rated software optimizes... (read more)
 
Jim Iyoob
Chief Customer Officer
Etech Global Services
United States

"I think there has been a positive shift in the way companies are handling customer service. Implementing channels such as Twitter or click to chat have made the process feel less laborious on my end, as I don’t have to spend time on the phone to give and receive feedback."

About Etech Global Services

Etech Global Services is a provider of intelligent sales and service solutions utilizing inbound and outbound voice and web chat. We understand the importance of customer relationships. That’s why all... (read more)
 
Jacque Lim
Regional Head of Service Delivery APAC
Aspire Lifestyles
Singapore

"Mixed feelings, some organizations have tremendously improved their service and some have no human touch with new chatbot that still in training to provides smarter answers."

 
Michael Mills
Senior Vice President, Global Sales Contact Center
CGS
United States

"I think it’s stayed pretty stagnant. There are certain aspects of a contact center that are paramount in ensuring the right level of customer service and I believe 2018 will be the year we start to see contact centers act on more of these changes."

About CGS

For over 30 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing s... (read more)
 
Dick Bucci
Communications - Consultant
Pelorus Associates
United States

"It's mixed. For big service businesses like utilities, banking, wireless, cable, etc. it has gotten worse as consolidation and concentration have weakened competition. For highly competitive businesses the service has gotten better. We have a large regional HVAC company that serves this area (Michael and Sons) that provides outstanding service - from the point of contact (only human CSR's who answer right away), to the appearance and courtesy of their technicians, to the cleanliness of their vehicles - everything is first class."

About Pelorus Associates

The company's primary focus is on the contact center and public safety communications sectors.
 
Jean Michel Cateaux
Manager - Process Excellence
STARTEK South Africa
South Africa

"All organizations look to improve Overall Service, however the poor service is more of an act of an individual rather than the the organization itself, however the individuals that traint the reputation of the organization do not see the impact."

About STARTEK South Africa

StarTek is the customer care expert in business process outsourcing. Our job is to improve and manage the customer experience for our clients. StarTek’s suite of solutions includes sales, order manage... (read more)
 
William Meisel
President
TMA Associates
United States

"Unfortunately, companies have increased coverage in contact centers at the expense of ease of use. Overly structured automated systems and long wait times, even with multiple transfers, are too common."

About TMA Associates

Bill Meisel, Ph.D., president, TMA Associates is publisher and editor of Speech Strategy News (a paid-subscription monthly newsletter launched in 1993), author of the Meisel-on-Mobile blog, and a cons... (read more)
 
Eli Federman
Founder and Lead Consultant
Customer Service Simplified
Canada

"I would say it's neither substantially better or worse. I continue to experience inconsistencies in quality of service, especially with fortune 500 companies. I am definitely given routine pause for thought after many of my experiences as a consumer. If I were to identify one piece of advice for service executives, it would be this: "Equip your employees with the right tools and resources to deliver memorable service and equally important make my interaction simpler and one that requires less effort - and personally engage me to see what you can do differently. I almost never hear from companies beyond routine online survey requests."

About Customer Service Simplified

We are a collaborative consulting practice focused on helping small to mid size companies simplify and distinguish their customer experience. We primarily help our clients optimize their service a... (read more)
 
Esther Dokuwaa Ofosuhene
Managing Consultant
REAM Customer Experience Consultancy
Ghana

"It has improved to a certain level"

About REAM Customer Experience Consultancy

We are a CX boutique consultancy providing service quality management and customer experience consultancy and training to individuals, small and medium businesses as well as large institutions and org... (read more)
 
Derek Finch
Australia

"Service standards are definitely dropping. Staff don't have an opportunity to 'own' or 'solve' solutions and this ends in a bad experience.I had a fault on my internet line. Telstra said it was an internal cable issue and a private contractor said it was the Telstra line. I eventually got it fixed but the isp wanted a full report and diagnosis from me (at my expense) to prove it was a line issue before they would refer back to Telstra. I went to the ombudsman and and the isp gave me 6 months credit! (all i wanted was the line fixed but that was too hard for the rep and easier for the company to 'pay me off'"

 
Sharon Melamed
Managing Director
Matchboard
Australia

"Better! I can communicate via web chat on so many more sites, and I get fast responses from complaints on social media."

About Matchboard

Founded in 2012, Matchboard is an independent matching service which uses matching algorithms to match buyers and suppliers of contact center solutions - such as outsourcing, technology, consulting, d... (read more)
 

Today's Tip of the Day - Customer Contact Points

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

Published: Wednesday, February 14, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Cloud Contact Center Solutions

Page: 1234
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.) 
Premium Listing
iNextrix Technologies

iCallify
iCallify: intelligent call center software is one of the most popular products offered by iNextrix. iCallify is developed using cutting edge technologies as well as the predictive sphere of artificial intelligence. This call center software has some intelligent features along with the standard features available in other call center solutions. Thus, it is truly an intelligent call center software solution.
This intelligent call center software is built to benefit all businesses, no matter what industry vertical they belong to. This call center software has features to empower different campaigns in different call centers and businesses.


3.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)

4.) 
Adversus Dialer

Adverus Dialer
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

5.) 
Alcor Consulting, Inc.

HoduCC/VoipCor
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.

6.) 
Allstream

Contact Center
Contact Center is a powerful tool that you can add to your unified communications (UC) solution to ensure you've always got the right resources available to both customers and employees, no matter the communication channel they're using — voice, email, web, chat or social.

Contact Center’s enhanced call routing and workforce management tools can help increase employee productivity. And with the advanced reporting and forecasting tools, you’ll be able to properly staff your contact center and enhance your customer experience.

It has everything you need to deliver superior customer and employee experience.

7.) 
Alvaria

Alvaria Cloud
Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.

8.) 
Alvaria

Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.

9.) 
Amtelco

Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

10.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

11.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

12.) 
Britannic Technologies

INBOX
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.

13.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!

14.) 
Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

Say...
(read more)

15.) 
CallShaper

CallShaper
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

16.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.

17.) 
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:

18.) 
Connex One

Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.

19.) 
Consilium Software

Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
(read more)

20.) 
contactSPACE

contactSPACE
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
 
Page: 1234

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