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Executive Interview : What Contact Center Technology or Other Innovation Excites You the Most Right Now? Part 1

We asked Executives, What Contact Center Technology or Other Innovation Excites You the Most Right Now?

Kim Houlne
CEO
Working Solutions
United States

"It’s not just one technology, but rather, the merging of new and old communications channels into sought-after, seamless service. That’s where the future exists and customer expectations reside. Because shopping is fluid, flowing from mobile to online to in-store. Service might begin in one place to end thousands of miles away. As a result, customer experiences are expansive and ever-evolving. Commanding all channels is called for to create desired outcomes."

About Working Solutions

Working Solutions is a consultative business process outsourcer providing customer service, sales, support, and flexible business continuity. Tapping into a vast network of enthusiastic brand assoc... (read more)
 
Brian Zotti
Senior Vice President of Operations and Services
i CAN Consulting
United States

"Simulation technology because it is becoming easier to create workable models for centers to anticipate and test new ways of doing work without the traditional disturbances to day to day operations."

 
Eric Klein
COO
Cloudonix
United States

"Mobile first and contextual communications. For an example, we have a customer that by embracing mobile (rather than traditional phone) communications, there was a 50% cost savings and an 80% reduction in policy fraud."

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)
 
Bob Tramontano
VP, Managed Services
NCR Corporation
United States

"Robotics. The fact that we can invest in technology that can help make our employees' jobs easier and free them up to engage customers further and drive greater loyalty excites me."

About NCR Corporation

NCR Corporation a provider of consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR... (read more)
 
Minnat Hashmi
Director
iTech Solutions
India

"Social Media. As every individual has an Media account these days, social media is one technology which will help improve the company by understanding the new market trends"

About iTech Solutions

IP Telephony and Contact Center Solutions
 
Irine Lopez
Director Customer Engagement
AIA Berhad
Malaysia

"Social media platform. The excitement is the speed in which we can cross boundaries and reach the ends of the world in split seconds. People we reach out to or DON'T reach out to can be connected to us... that's simply amazing! We can't really pick our target market but instead reach beyond where social platforms are concerned"

About AIA Berhad

AIA Bhd. is a leading insurer in Malaysia, where we have been privileged to do business since 1948. We offer a suite of financial solutions including Protection, Health, Personal Accident, Employee Be... (read more)
 
Shirley Hung
Vice President
Everest Group
United States

"In the immediate future, we see Intelligent Virtual Agents (IVAs) powered by AI/cognitive as one of the most promising technologies that has the potential to change the way contact centers operate. They provide instant and accurate responses to customer queries and eliminate the need for customers to wait on the line for the right human agent. IVAs can also enhance the agent experience exponentially by taking over repetitive and simple tasks, thereby ensuring agent time is spent on more challenging work. IVAs are emerging as a digital solution that can make it possible for the digital ecosystem within contact centers to work in perfect synergy. They can serve as a unified interface that collects information from across different digital solutions (such as IoT, RPA, and advanced analytics) and present it back to the user in a manner that is comprehensible and easy to understand – such as smarter and dynamic self-service."

About Everest Group

Everest Group is an advisor to business leaders on the next generation of global services with a worldwide reputation for helping Global 1000 firms dramatically improve their performance by optimizing... (read more)
 
Andrew Shockney
President
What Box Consulting Group
United States

"The most exciting innovation in contact center technology today is speech analytics and what it's been able to accomplish already as it is adopted more widely. The business cases for effective implementation are strong, and are transforming both customer experience, as well as how contact center leaders are building and deploying teams to improve quality and engineer superior customer experiences with this powerful implementation of big data."

 

Today's Tip of the Day - Can You Deliver?

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

Related Editorial

Published: Friday, April 12, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide
Get Listed
Workforce Management

 
1.) 
Aspect Software

Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.

Agents can also manage their scheduling need...
(read more)
PH: 1-888-547-2481
2.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.
3.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
PH: 2816165711
4.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608
5.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615
6.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700
7.) 
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
8.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.
9.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
PH: 0217991445
10.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 

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Upcoming Events
Expert Panel: Capitalizing on the state of the cloud contact center in 2021 April 13, 2021 - 7am PT / 10am ET / 3pm GMT
This Expert Panel virtual event invites you to talk with Calabrio’s cloud-smart experts about how your contact center can accelerate your cloud transformation and power tangible results for your business. Insights discussed are based on Calabrio's re... Read More...
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