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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 Europacific Partners 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 Europacific Partners Indonesia

Coca-Cola Europacific Partners is one of the leading consumer goods companies in the world. We are in the privileged position of making, moving and selling some the world’s most loved brands – helping... (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
 
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INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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....CONTENT CONTINUED BELOW
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 is a customer management partner specialising in business process outsourcing (BPO) that delivers customer experience and customer interactions. We believe that people matter, so we focus on... (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
Manager
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
Team Leader II
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 - Voice Mail Timeout!

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

Published: Tuesday, May 4, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Cloud Contact Center Solutions

Page: 1234
1.) 
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)

2.) 
Adversus Dialer

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

3.) 
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.

4.) 
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.

5.) 
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.

6.) 
Aspect Software

Aspect Via
Aspect Via is the premier large-enterprise cloud contact center platform and solution featuring best-of-breed contact management and workforce optimization applications. Cloud neutral technology enables businesses to choose the cloud, hosted or hybrid deployment environment they prefer.

7.) 
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)

8.) 
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.

9.) 
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!

10.) 
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.

11.) 
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)

12.) 
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!

13.) 
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.

14.) 
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:

15.) 
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.

16.) 
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)

17.) 
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.

18.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

19.) 
Convoso

Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:

*Caller ID reputation
*Call flagging/blocking
*Low contact rates
*Limited insight into list performance
*Time wasted resetting lead lists
*Dropped calls
*Poor answering machine detection

Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.

20.) 
CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
 
Page: 1234

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