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EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13
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John Bourne
Senior VP Product Management
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EXECUTIVE MEMBER
Charlotte Wood
Senior Manager, CX
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Executive Interview : Recommendations To Help Manage The Virus Impact. - Part 2

What recommendations can you share with others who are looking for ideas on what they can do to help manage the effects of the virus on their business?

Jassica Ong
Team Lead
ST Electronics
Singapore

"Place sanitizers at various stations in the office. Remind staff to practice high standards of personal hygiene. Have masks ready for staff who suddenly feel ill while at work and ensure they seek medical advice immediately."

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

"All of us on a daily basis with or without viruses should always have the proper hygiene care such as hand hygiene whenever we go and leave the bathroom.
If we all took these measures daily, this virus probably wouldn't even exist at this point."

About ManpowerGroup Portugal

Companies must have a clear picture of the outcome needed to win - now and in the future - and accelerate their business strategy. The successful ones know more than just the number of people needed t... (read more)
 
Kai-Ling Chen
Assistant Manager, Lead of Customer Service Analysis
Cathay United Bank
Taiwan

"The management in customer contact centers should ascertain all resources at hand, including location, space, human power and system. If the intelligent customer service and VDI are not ready, we suggest the following measures can be taken.

1. Employee backup plan: You can proactively collate all employees’ skillsets. By separating employees who share similar job function into different groups and assigning them to different working offices, you can prevent sudden business shutdown because of infection.

2. Working space backup and segmentation plan: You can carefully plan and adopt distributed working practice. Otherwise, you can segment working space into different regions and monitor the employees’ traffic flow. Once there is a confirmed case in one working space, coworkers in backup offices can still perform their duties."

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)
 
David Paddon
Director - Customer Care Contact Center Operations
Dynacare Medical Laboratories
Canada

"Prepare for the worst case. Use other regions if possible."

About Dynacare Medical Laboratories

Medical Company. Serves the public and private sectors across Canada.
 
Bupinder Rai
Senior Manager
ICICI Lombard General Insurance
India

"Advertise and practice hygiene."

About ICICI Lombard General Insurance

ICICI Lombard General Insurance Company Ltd. is a private sector general insurance companies in India offering insurance coverage for motor, health, travel, home, student travel and more. Our value pr... (read more)
 
Handel Gibbings
Service Desk Director
CDMS Inc.
United States

"We continue to stress proper cleanliness and overall sound personal hygiene. Above all, stress to the employees that you will not put anyone at risk just to "keep the lights on". That often goes a long way in ensuring everyone knows the company cares about them."

About CDMS Inc.

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

"Splitting the teams up. I am utilising our Disaster Recovery Site for half the Contact Centre to minimise the risk of infection across the Contact Centre.
As we are 24/7 our overnight shifts will commence WFH
Lastly, we are exploring WFH options for all staff"

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)
 
Garry Schultz
Principal
RotR
Canada

"If you do not have a Disaster Recover Plan now is the time to put one together... basically document the steps (and missteps to avoid) your team is managing RIGHT NOW. Everything from pre-vetted (mtkg & legal) notices of reduced services to WorkFromHome technology/infrastructure."

About RotR

Customer Success consultant
 
Duncan Wallace
Principal
InterGlobal Management Group
Australia

"Think through where best to place BCP and maybe this will be home working’s Coming of Age"

 
Charlie Turhan
Director of Channel Development
Call Center Studio
United Kingdom

"Our approach and main objective was to provide assistance in any way we could, which is the ability to work remotely in this virus situation. What I would suggest is to seize the opportunity to get a better understanding of customers needs, and to try your very best to help them."

About Call Center Studio

Call Center Studio is a powerful multi-channel, scalable AI-powered software which is designed to enrich the experience for both your agents and your customers.
 
Odudu Ibanga
Team Lead Communications
Slot Systems Limited
Nigeria

"Fortunately, we haven't had a crisis in Nigeria but plans should always be made by the company for emergencies as such to avoid affecting business."

 
Mark Walton
CEO
Sensée
United Kingdom

"Home work fully."

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
Director - Central Outreach & Engagement
Landmark Health
United States

"Other than be very vigilant on cleaning your area, if possible - have them take calls from home via soft phones setup"

About Landmark Health

Landmark Health is a division of United Healthcare
 
Asad Qasmi
Head (VP) Customer Experience
TCS Private Limited
Pakistan

"Promote good hand hygiene
Provide handsantizers next to all doors and biometric devices
Encourage use of hand sanitizers
Provide masks to staff and encourage their use
Discourage handshakes and other physical skin on skin contact
Reduce and/or eliminate closed doors meetings and town halls
Have a work from home plan (Now running)
Minimise travel to bare minimum
Enforce 14 days quarantine for all who have to travel to affected destinations"

 
Rebecca Martin
VP, Marketing
Calabrio
United States

"For contact centers, being adaptive and having plans in place to allow for flexible work environments is always a good idea whether due to seasonal peaks, unexpected business changes, natural disasters or global health impacts. Right now, we’re seeing many contact centers needing to act effectively in the following areas to manage the effects of COVID-19 on their business:

Surge capacity - To adjust quickly, contact centers should leverage technology for efficient team expansion and staffing management and oversight. Having a mobile app that contract agents can access as needed allows them to update their availability at any time, giving contact centers managers greater visibility into staffing possibilities. Apps also give contact centers managers the ability to proactively reach out to flexible contractors. Staffing can be enabled to meet high contact volumes via agent self-service automation, where schedules update immediately based on agent requests and availability, without manual supervision.

While an immediate move to the cloud might not be possible, those that have SaaS (Software-as-a-Service) should see how they can efficiently scale or condense their software usage to match customer needs.

Expanded remote work - As companies look to quickly transition agents from centralized settings to at-home work, without disrupting vital workflows, mobile-ready solutions, such as workforce management tools, can allow operations teams themselves to work remotely and to plan a newly remote agent team.

COVID-19 related reporting: If agents are handling coronavirus-related issues, contact centers need to use the analytics, reporting and quality tools available to them to support agents and keep executive teams informed. And when teams return to business as usual, they need to continue to use data-deciphering tools to understand how the business was impacted and how it is recovering."

About Calabrio

The digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agen... (read more)
 
Scott Ross
Executive Vice President Sales and Marketing
Radius Global Solutions
United States

"Other than the advice that we've been seeing about educating people to wash their hands, keeping their work areas, clean, social spacing, etc., work at home seems to be the only logical plan"

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

"Try to implement work from home, if possible. Ask employee without children for their availability (since school is likely to be suspended, they may have additional availability)"

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 Chaudhari
Executive
Y3PC Technologies
India

"keep a way from infected people and if as possible our office work fro home & use of guideline of every government health department"

 
José Jorge Batista
Senior Crew Agent
Fleetcor
Portugal

"Follow local authorities advice."

 
Jean-Marie Verdier
Director
WCT INTERNATIONAL SAS
France

"If this is possible, allow employees to stay at home and work from there"

About WCT INTERNATIONAL SAS

WCT INTERNATIONAL is a French company specialized in Customer Service in the fields of Logistics, Customs, and Fiscal representation. We are helping and managing the Customers relations for the accoun... (read more)
 
Mitesh Shah
Sr. Business Director
Sutherland
United Arab Emirates

"Utilize Work at Home solution as a BCP and work in Active-Active mode. Shift Management depending on revised Spikes."

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)
 
Adam Nagy Tyukos
Senior Account Manager
Crome Communication kft
Hungary

"Create the IT and process background of agents working from home
Create fall-back plans with clients for partial/complete suspension of services"

 
Graham Thomson
Director, Customer Contact Centres
Panago Pizza
Canada

"Segment business groups as much as possible. Implement work form home pre-emptively. Clean, Clean, Clean."

About Panago Pizza

Panago Pizza is a national Canadian pizza franchise. We serve fresh delicious pizza through our franchises across the country.
 
Andrew Begnoche
Director of Operations
Holdcom
United States

"As a PSA we produced default safety and informational greetings anyone can download and use. Feel free to share the link https://www.holdcom.com/coronavirus-messages/"

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

"Start immediately to plan and check the feasibility to have everyone working from home, wherever you are"

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 - Keep Cost In Perspective

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

Published: Tuesday, March 24, 2020

Printer Friendly Version Printer friendly version

2024 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.) 
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

3.) 
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.

4.) 
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.

5.) 
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.

6.) 
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!

7.) 
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)
 

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