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Outsourcing - Tips & Best Practices

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

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David Cooke
Head of Sales, Ireland
21
Kala Byrum
Team Lead II
74
Wayne Henry
Head Continuous Improvement Coordinator
26
Kellyne Clapper
Director of Operations
52
Samara Johansson
Marketing Manager
16

Executive Interview : How Has COVID-19 Affected Call, E-mail Volumes In Your Center? - Part 2

If you operate a center - has call, email, chat traffic increased, decreased or stayed the same since the virus emerged? AND, if its changed up or down how? and how have you managed the change?

Dimitri Pratamaputera Irman
Contact Center Agent
Pertamina
Indonesia

"Since the coronavirus emerged our chat , email, and call traffic are also increased because not only we handle our customer request, information, and complaints we also handle any employee who worked for state-owned company that having business trip to outside the country and for the guest that are going inside the country. our contact center has become one of the important number for corona emergencies and reports nation-wide. so by that facts we have to study and have to understand on how to prevent this epidemic and deliver the knowledge to the customer in a good way so they can understand and have a safe and healthy trip."

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)
 
Charles Jackson
Vendor Manager
Singapore

"Decreased - grated it as BAU (Business as usual)"

 
J N
20 South Partners, LLC
United States

"Stayed the same for now"

 
Roy Hazelwood
Manager Customer Contact Centre
Anglicare Sydney
Australia

"No significant changes"

About Anglicare Sydney

A Christian Not for Profit company serving the community and aged care sectors in Sydney
 
Haytham Al-zghoul
Customer service coordinator
Vogacloset
Jordan

"Stayed the same since the virus emerged"

 
Jassica Ong
Team Lead
ST Electronics
Singapore

"Our volume has increased due to launch of initiatives. The virus did not influence the volume of calls received. We manage the high call volume by having note takers to ensure service level and arrange callback within a day."

 
Lígia de Sá Oliveira
Chefe de Equipa Back Office
ManpowerGroup Portugal
Portugal

"At this moment we see a decrease in complaints."

About ManpowerGroup Portugal

ManpowerGroup is an American multinational human resource consulting firm headquartered in Milwaukee, Wisconsin, USA. Manpower provides recruitment and assessment, training and development, career man... (read more)
 
Roger Calix
Manager
Caribbean Contact Center
Honduras

"Nothing has changed, everything remains the same"

About Caribbean Contact Center

We are a small Call Center located in the coast of Honduras, Central America, near to Bay Island, with vast experiences in Sales, marketing, lead Generation, Real State, Surveys and Medical interpreta... (read more)
 
Duncan Wallace
Principal
InterGlobal Management Group
Australia

"To date volumes relating to travel related bookings have increased substantially, we are moderating this with overflow into other parts of our support services to at least get calls answered with call back mechanisms in place."

 
Charlie Turhan
Director of Channel Development
Call Center Studio
United Kingdom

"Since the initiation of the Outbreak, all channels traffic have increased vastly due to the urge and desire of working remotely from home. Since we are perfectly adaptable, we managed to provide the agents with the the ease of working remotely from anywhere they want."

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

"Depending on the nature of the business. In my company, we have seen a mixed across business lines as we cover travel, medical and security. Requests for covid-19 information, webinar and advice have definitely sky rocketed."

 
Odudu Ibanga
Team Lead Communications
Slot Systems Limited
Nigeria

"E-mail, chats and even calls have remained the same"

 
Mark Walton
CEO
Sensée
United Kingdom

"Dramatically increased"

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)
 
Maaz Ahmad
Customer Service Professional
Jazz
Pakistan

"It has been teetering and we have been able to schedule resources accordingly.When the Panic increases people call out and as for a day off, if they are made to believe that they are going to be in a safe environment they trust and show up. Employee health is the top priority at the end of the day"

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

"All traffic has increased"

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)
 
Scott Ross
Executive Vice President Sales and Marketing
Radius Global Solutions
United States

"At this point, volume has been relatively consistent with most of our programs"

About Radius Global Solutions

Radius is a global provider of business process outsourcing, including customer acquisition, customer care, and support, and collections.
 
José Jorge Batista
Portugal

"By telling the staff to remain calm and focus, and that the situation have a limited time frame."

 
Hisham Hajar
CC Director
Asiacell
Iraq

"The same"

About Asiacell

AsiaCell Telecom Company is a Iraqi telecommunications company that offers mobile phone services and Mobile Internet mainly in Iraq.
 
Kyra James
Advisor II Technical Support
Concentrix
United States

"Nothing has changed for the call center"

About Concentrix

Concentrix is a technology-enabled global business services company (Nasdaq listed: CNXC) specializing in customer engagement and improving business performance. Every day, from more than 40 countries... (read more)
 
Graham Thomson
Director, Customer Contact Centres
Panago Pizza
Canada

"We have seen an increase in volume as we are food delivery service and more customers are staying home and ordering pizza."

About Panago Pizza

Panago Pizza is a national Canadian pizza franchise. We serve fresh delicious pizza through our franchises across the country.
 
Skuli Skulason
Managing Director (CXO)
Reykjavik Energy
Iceland

"The productivity has not decreased in the call center because 80% of all the staff are working remotely and can answer phone and do everything from there.
But managing the group has been challenging and the main focus of the management team has been to keep people together and on the roes through teams meetings and more."

 

Today's Tip of the Day - Find The Right Solution

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

Published: Thursday, March 26, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Dialer Solutions

 
1.) 
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.
PH: +1 888-946-6878

2.) 
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
PH: +91-9549999916

3.) 
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

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)
PH: +302109241486

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)
PH: (+61) 406 501 368

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.
PH: +6188803111

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.
PH: +49 351 44529800

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
PH: +34 952 667 511

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.
PH: +44 345 0181 070

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.
PH: 877-588-2292

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!
PH: +441617102740

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)
PH: 1-720-362-5005
 

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