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Executive Interview : The Post Pandemic Landscape - Work From Home? Office or Hybrid? Members Share Comments

#contactcenterworld

We asked members - Longer term: Do you think you may continue working like you do today or do you think you will get back to like it was before the pandemic hit us all?

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

"I truly believe that we will continue to work using a hybrid model for the foreseeable future"

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

"Currently we are advised to work from homes until further notice, but I believe when the vaccination in Indonesia able to stop this virus then perhaps we will come back to office."

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

"we hope to continue for the future with work at home model;
employees don't waste time on the road to work, can cook at home, get sick less, more schedule adherence, higher performance numbers"

About Credit Europe Bank

Retail Bank in Russian Federation; Selling Credit Cards, Consumer Cash, Auto, Travel Loans;
 
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DON'T MISS THIS!

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference to the next level! the 2022 World's Best! - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement GLOBAL Best Practices Conference!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW
Christopher James Stewart
Director | Head of Contact Centre
DHL Express (S) Pte Ltd
Singapore

"We plan to revert back to pre pandemic"

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

"My team want to get back to being in the same room together and although the occasional day at home will now be easier I think they will want to get back to the office ASAP."

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

"My point of view, it will better by after pandemic working pattern."

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
 
Eric Klein
COO
Cloudonix
United States

"We will continue with a hybrid solution with the development team in the office several times a week."

About Cloudonix

Cloudonix’s smart voice calls and work from anywhere solutions are designed to improve your customer’s experience. Contextual Communications Cloudonix’s smart voice calls enable frictionless expe... (read more)
 
Clive Elleforde
CRO
Sovran AI
United Kingdom

"Yes"

About Sovran AI

Sovran provides hybrid NLP voice-powered automation (VPA) to business and contact centers globally in any language. Our technology enables clients to have our VPA in days, ready to deploy for both in-... (read more)
 
Eugene Merckel
Principal Business Unit Head
Merchants SA (South Africa)
South Africa

"Definitely continue this way. New transitions are planned and implemented to cater for WFH."

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

"It will be a combination. May maintain as is and look at how to utilize the floor for operations"

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
Group Manager
Aegon Turkey
Turkey

"I think we will work like this in the longer term"

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
First VP, Group Head of Operational Excellence
United Overseas Bank Ltd
Singapore

"As the pandemic situation is still volatile and deviate from time to time and from country to country, there is no one solution that fits all. We would have to continue to monitor the updates and changes, same time ensuring the best arrangement that keep all staff safe and healthy."

About United Overseas Bank Ltd

United Overseas Bank Ltd
 
Ikenna Odike
CEO
Outcess
Nigeria

"we would be working like this a little bit longer"

 
Safwan AlZuhaili
Communication Center and Operation Manager
BAB International Corporation
Saudi Arabia

"My opinion is to back working as before. The business need some social activities and colleagues relationship to work as a team to achieve the business goals."

 
Greg Taylor
Team Leader II
Realpage
United States

"I love being involved face to face, so, whether it is physical distancing or via TEAMS or ZOOM I am all in!"

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 feel like we will get back to the call centers but it will forever changed. I am happy I work from home. It'll be like everyone has a disease and will be required to stay apart, eat apart and no more large groups, training classes and company picnics unless done in phases with smaller groups."

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 - CRM Technology

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

Published: Wednesday, April 21, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide IVR

 
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.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
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 Performance Monitoring

8.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

9.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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