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Executive Interview : Executives Comment on the Greatest Challenge the Contact Center Industry Has Faced in the Last 12 Months?

We asked Executives: In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?

Rodrigo Borgia
CEO
Gamifica
Argentina

"The greatest challenge has been the complex financial situation in Argentina, and the need to invest in new processes, people and technology to keep the pace."
About Gamifica

Gamification consultancy and services / products, focused in the call center / contact center / bpo industry.
 
Brian Zotti
Senior Vice President of Operations and Services
i CAN Consulting
United States

"A growing interest from customers to interact with providers through a variety of channels for issues which are not effectively instituted to meet these preferences."

 
Archivald Eric Ramos
Risk & Fraud Officer
VXI Global Solutions
Philippines

"Data Privacy and Employee Retention"
About VXI Global Solutions

With more than 28,000 employees across 42 delivery centers, VXI Global Solutions is a leader in customer experience management, operations management and digital IT solution. Established in 1998, the... (read more)
 

Morocco

"the turnover"

 
Eric Klein
COO
Cloudonix
United States

"Extended agent time collecting data that was already provided via the IVR."
About Cloudonix

Your customers demand improved customer engagements - Cloudonix helps businesses radically improve these. Your customers are valuable to you, we know that. As a businesses, you’ve invested time and m... (read more)
 
Adnan
Manager Customer Care
Pizza Hut Pakistan
Pakistan

"Contact centers are possibly the world’s toughest work environment, and there might be a few agents and managers that might term it as a living hell to find a hard working contact center team"
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)
 
Bob Tramontano
VP, Managed Services
NCR Corporation
United States

"Talent recruitment, training and retention"
About NCR Corporation

NCR Corporation a provider of consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR... (read more)
 
Jeff Epstein
VP Marketing
Comm100 Network Corporation
Canada

"The successful programming and deployment of customer-facing bots, including both AI and non-AI."
About Comm100 Network Corporation

Comm100's omnichannel customer experience platform helps brands connect with and serve their customers through digital channels including live chat, social media, SMS, email, and knowledge basel. Our... (read more)
 
Allan Fromm
President
AnSer Services
United States

"Training"

 
Utku Buyukaksoy
Deputy General Manager
Erişim
Turkey

"Strategic positionings, budgets of contact centers and improvements at contact centers are overshadowed by digitalization projects at organizations.
Total resources (both in terms of effort and financial resources) for customer service - but especially for contact centers - are limited by organizations due to both economical reasons and digitalization trend."
About Erişim

Customer services provider of finance, insurance companies of Turkey. Has 1450 employees at 3 sites. 30M+ customer interactions per year. Founded by Isbank, a private bank of Turkey. Aims... (read more)
 
Sharon Melamed
Managing Director
Matchboard
Australia

"The complexity of technology solutions and overwhelming vendor choices - diversification of customer contact channels and digital transformation have led to an explosion of different technologies which touch on the contact centre."
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 - Incentives

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

Published: Tuesday, April 9, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Computer Telephony Integration

 
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.
PH: +1 512-872-7565

2.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
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 Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

3.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)
PH: (+61) 406 501 368

4.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

5.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

6.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 

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