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Executive Interview : The Pandemic and Its Effects On Their Business - Members Comment

#contactcenterworld

We asked members for their comments or opinions about the effects of this pandemic on their business or the people working in their company

Simon Pearton-Hindley
Head of International Business development
TELUS International
Austria

"it has done wonders for digital solution acceptance and innovation!"

About TELUS International

TELUS International (NYSE and TSX: TIXT) designs, builds and delivers digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the ful... (read more)
 
Rendar Mahardhika Putra
Head of Contact Center
Coca-Cola Amatil Indonesia
Indonesia

"Whilst the impacts of COVID-19 on trading are continuing to evolve, our performance in the second half of 2020 has demonstrated that when pandemic mobility restrictions are eased and confidence increases, we can and will respond rapidly.



Looking ahead, it is encouraging to see the roll-out of the COVID-19 vaccine planned for 2021, however uncertainty as to availability and timing of the roll-out remains as does uncertainty around trading conditions when Government COVID-19 stimulus measures end.



In the immediate term we remain focused on continuing to drive market share gains, growing our presence in e-commerce and delivering our Fighting Fit cost efficiencies."

About Coca-Cola Amatil Indonesia

Coca-Cola Amatil Indonesia (CCAI) is a manufacturer and distributor of non-alcoholic ready to drink beverages and has been operating in Indonesia since 1992. It manufactures and distributes under lice... (read more)
 
Brian Flygare
Associate VP; Remote Telemarketing and Client Support Center
Credit Europe Bank
Russia

"Managers and staff need to do much more; we are much more flexible in regards to the job description; wearing many hats;"

About Credit Europe Bank

Retail Bank in Russian Federation; Selling Credit Cards, Consumer Cash, Auto, Travel Loans; Advantages for clients fast decision, simple easy to work with; superior customer service
 
Christopher James Stewart
Director | Head of Contact Centre
DHL Express (S) Pte Ltd
Singapore

"For my business the pandemic opened more opportunity to increase revenues and help build and sustain our reputation"

About DHL Express (S) Pte Ltd

DHL is the global market leader in the logistics industry. DHL commits its expertise in international parcel, express, air and ocean freight, road and rail transportation, contract logistics and inter... (read more)
 
Stephen Pace
CEO
SJS Solutions
United Kingdom

"I hope its highlighted the fact that agents need to be supported and treated with respect, and I hope that employers will start to align the way they treat their people with their human needs rather than numbers. Once agents feel supported and valued, stress reduces and wellness improves making it far more likely for to deliver great CX, and surely that's the golden ticket?"

About SJS Solutions

Founded in 2001 SJS Solutions is a provider in contact center optimisation. It’s no secret that people are the most expensive part of any contact centre operation. How do you motivate, protect, engage... (read more)
 
Eko Wiyanto
Director -- Lead Consultant
Service In Mind - PT. Service Mandiri Indonesia
Indonesia

"Tough, this situation makes us to do more creative, working harder, and we need to deal more intens with technology ."

About Service In Mind - PT. Service Mandiri Indonesia

We are consulting and training center for Customer Care, focusing to contribute on service and customer engagement area both traditionally and digitally
 
Eugene Merckel
Principal Business Unit Head
Merchants SA (South Africa)
South Africa

"Same as my first comment. The pandemic has changed the business environment forever and has increased the acceptance of digitization."

About Merchants SA (South Africa)

Merchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions, operating in South Africa and has a 35 year track record of delivering customers contact centre... (read more)
 
Saravanan Belusami
Ceo Ptvads
PT VADS Indonesia
Indonesia

"The pandemic is not expected. In this type of situation, both the client and service provider will need to work hand in hand and it is so important to ensure right message being sent out to everyone"

About PT VADS Indonesia

We provide Contact Center and Digital Services Solution, Customer Services Learning Center, Human Capital Management, Omni-channel Strategy, Contact Center as a Service (CCaaS), Blockchain Secure Auth... (read more)
 
Esra Eren
Aegon Hayat ve Emeklilik A.Ş.
Aegon Turkey
Turkey

"Biz aksiyon almakta çok hizli oldugumuzdan açikcasi çok etkilenmedik diyebilirm."

About Aegon Turkey

Aegon N.V. is a multinational life insurance, pensions and asset management company headquartered in The Hague, Netherlands. At the end of 2012, Aegon companies employed approximately 24,000 people wo... (read more)
 
Jacque Lim
Regional Head of Service Delivery APAC
Aspire Lifestyles
Singapore

"All businesses including the contact centers would have to remain vigilant and able to adapt quickly to any upcoming situation. Employees as the biggest asset to the company would require supports and guidance from their leaders in embracing the new norm of life. Let’s us all embrace and stand strong against the COVID waves and continue to share knowledge, challenges, and success stories in motivating one another as we are in this together. I am certain we are much stronger than the pandemic and would adapt very well to this new norm of life."

 
Ikenna Odike
CEO
Outcess
Nigeria

"The pandemic has helped us successfully set up work from home for our staff"

 
Greg Taylor
Supervisor
Realpage
United States

"It is a team effort, whether in the same office, in different homes, in the same city or in another city around the world! We do it together for Realpage, and for each other! With this mindset everyone wins! :)"

About Realpage

Located in Dallas, RealPage provides on demand (also referred to as “Software-as-a-Service” or “SaaS”) products and services to apartment communities and single family rentals across the United States... (read more)
 
Todd Wilcox
Customer Care Specialist Sr
Whirlpool Corporation
United States

"I am just happy that Whirlpool was able to adapt, even though I lost some close people when they basically forced people out. I was able to keep working when there were and still are many people who can not say the same thing. We, as a company, have done well through some hard times. Kudos to the upper management and leaders that made that happen."

About Whirlpool Corporation

Whirlpool Corporation (NYSE: WHR) is a major appliance manufacturer, with approximately $21 billion in annual sales, 93,000 employees and 70 manufacturing and technology research centers in 2016. The... (read more)
 

Today's Tip of the Day - Engage Your Agents!

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

Published: Tuesday, May 4, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

4.) 
OpsTel Services

SPEED & PLUS
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 Perfor...
(read more)
PH: 1+480-435-9390
 

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