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Executive Interview : What Does 2019 Hold for the Contact Center Industry?

We asked Executives, what do you think 2019 holds for the industry? (good or bad and where/how etc)

Kim Houlne
CEO
Working Solutions
United States

"Just like other industries, such as retail and travel, ours is being redefined by market forces and consumer expectations. The status is no longer quo. This means your business model must change with the times and shifting views. What worked yesterday might no longer produce results today. So, examine how innovation from other businesses might apply to ours. Changeover and cross-pollination should be standard operating procedures. Also, this year will be tougher than 2018. The economy is predicted to slow. Trade wars dampen consumer spending as politics continue to run amok. Headlines create business headaches. I believe it’s wise then to take a hard look at your call center operations now, shore up any shortcomings and prepare to run leaner in-house for the foreseeable future—with outside resources at the ready."

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)
 
Amer Moussa
Contact Center Manager
DMCC
United Arab Emirates

"Good and i think that Executives are understanding the importance of Contact centers and are investing more because they can see the positive impact on the business."

About DMCC

DMCC – Dubai Multi Commodity Centre is the centre of global trade. The world’s most interconnected Free Zone, the enterprise hub for commodities trade in Dubai, and the master developer of the Jumeira... (read more)
 
Rodrigo Borgia
CEO
Gamifica
Argentina

"This year, at least in my acting areas/countries, will be difficult and good. Difficult in terms of revenue, and good in terms of innovation.
Most of the innovative ideas i've seen has been developed from shortage, not abundance."

About Gamifica

Gamification, consultancy and services / products, focused in the call center / contact center / bpo industry.
 
Jeff Epstein
VP Marketing
Comm100 Network Corporation
Canada

"With employment numbers strong in North America, the pursuit of talent will make it harder to find good agents and more expensive to retain them. But the payback is measurable - you do get what you pay for."

About Comm100 Network Corporation

Comm100's omnichannel customer experience platform helps brands connect with and serve their customers through digital channels including live chat, social media, SMS, email, and knowledge basel. Our... (read more)
 
Allan Fromm
President
AnSer Services
United States

"Good - as long as we can hire the best available people. Some companies like Apple in particular are compromising their standards to meet cost and diversity targets. The decrease in the caller experience is dramatic. AT&T has been guilty of this for the past few decades."

About AnSer Services

Telephone Answering Service business. Serve business and health care, utilities, property managers as well as Appointment Scheduling / Virtual Receptionist / Tier 1 Customer Support / Inbound Sales /... (read more)
 
Irine Lopez
Chief Revenue Officer
Softsolvers Sdn Bhd
Malaysia

"Real-time Connectivity with customers via social medial to build brand equity and humanise your industry fast, easy and tranparently. This is good only if you can keep up, must be active where your customers and audience are. Bad if you can't keep up; provide feedback realtime, monitor every tag, respond to negative feedback immediately etc. So 2019 and beyond, the focus in realtime connectivity is key to the industry and survival is based on whether you are on the social platform or not."

About Softsolvers Sdn Bhd

SoftSolvers offer business applications to make medium to large corporations more productive by automating their operations using Internet and mobile technologies. We champion smoother digital transfo... (read more)
 
Shirley Hung
Vice President
Everest Group
United States

"The contact center industry has seen a disruption in the recent past unlike any witnessed in previous years. Companies can no longer rely on the traditional way of running their contact centers as an ancillary service. They are now pivotal to the overall business strategy. How an organization effectively navigates through this evolution can dictate overall market competitiveness. A key to success will lie in how well companies manage their talent, both in terms of acquiring scarce capabilities and upskilling/reskilling impacted workforce."

About Everest Group

Everest Group is a research firm that applies research to people’s day-to-day business problems. Established in 1991, the firm helps business providers navigate today’s market challenges, driving maxi... (read more)
 
Sharon Melamed
Managing Director
Matchboard
Australia

"2019 should be a great year for the customer from the perspective of increasing sophistication and availability of self-service options. The only negative thing I see becoming more prevalent is the trend for companies to not advertise their number or email address, forcing people to deal with self-service help, which isn't always effective."

About Matchboard

Founded in 2012, Matchboard is an independent matching service which uses matching algorithms to match buyers and suppliers of contact center solutions - such as outsourcing, technology, consulting, d... (read more)
 

Today's Tip of the Day - Social Activities Help Motivate

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

Published: Thursday, June 6, 2019

Printer Friendly Version Printer friendly version

2023 Buyers Guide Outsourced Contact Center Services

Page: 12345
1.) 
Premium Listing
Ec3

Retention Outsource Services
Ec3 is an recognized boutique outsourcer based in Durban, South Africa. Focusing on client retentions, reactivations and cross-sales Ec3 has set the standard in outsourcingwith emphasis on guarding client data through rigorous systems and checks and balances.
Neutral English accents and only GMT+2 time zone means campaigns can be easily implemented worldwide. For quality standards, highest conversions and data integrity Ec3 has become the de facto standard for customer retentions through outbound voice, AVM and webchat.

2.) 
Premium Listing
Omnie Integrated Services

Omnie is driven by a mission to make premier customer service and leading technologies available to organizations of all sizes. Omnie’s North American-based brand ambassadors support voice, SMS, email, contact form, live chat and social media. For digital communications, Omnie offers both live chat and automated customer support, 24 hours/day. With clients in the United States, Canada, and Europe, Omnie provides customer service to brands all verticals including eCommerce, health & wellness and hospitality, tech, and travel.


3.) 
2P Perfect Presentation

Customer Experience Services
Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:

• Establish, manage and operate call centers and supply the required systems and applications.
• Customer Feedback Technology
• Social Account Management System (customer interaction, reports, marketing and e-publishing services)
• Customer Relationship Management System (CRM)
• Artificial Intelligence Systems and Automation Services (AI & Automation)
• Business Intelligence Technologies and Performance...
(read more)

4.) 
31 West Global Services

We offer after-hours, business hours & 24/7 customer support & help desk services. Over the last 17 years, we have helped 130+ small & mid-sized business companies across US & Europe.

5.) 
AB Call Center

Single window of services
Single UI for all of your resources.

6.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API...
(read more)

7.) 
Abante BPO

We are Abante BPO Contact Center services company with more than 16 years of experience in the sector. We specialize in customer service through specialized technology, and with a multilingual team. Our different operating centers offer high availability and unlimited performance, adapting the specific needs of our clients, and always operating under the highest quality specifications.

8.) 
Advantage Communications

Our industry is changing fast, consumers want the best service and a seamless contact center customer experience. In response, we've re-invented our contact centers with next-generation technologies and new, improvements to customer service.

Conversational AI. IVR. 100% Natural Language. Operational Intelligence. Social Media Customer Support Services. ChatBots - all supported by our skilled contact center agents to make the customer experience better.

We're now ready to PowerUp your contact center customer service to new levels of excellence with our winning combination of people, passion, and technology.
Are You Ready?

9.) 
American Help Desk

Help Desk Services
24/7/365, 100% US-based help desk, with phone, chat, sms and email capabilities as well as ticket and alert management/remediation services.

10.) 
Fusion BPO Services

Inbound customer service and sales support
With 25+ years of experience and stability, Ameridial offers clients an unparalleled record of providing reliable, cost-effective inbound and outbound live-voice solutions. We also offer click-to-call services, live chat, social media monitoring and IVR. Ameridial is headquartered in Canton, Ohio with nine call center locations in Ohio, Maine, and North Carolina. Specialists in: Healthcare, Communications, Direct Response TV and Radio, Non-profit. Results-based pricing.

11.) 
AssisTT

Contact Center Services
End to end Contact Center Services provided in Turkey, including call center infrastructure and experience solutions.

12.) Ballena Media

Business Process Outsourcing
Ballena Media provides near-shore Business Process Outsourcing for Contact Center services to companies seeking to improve quality and efficiency while saving 30% to 40 % for similar services in the U.S. The company’s value proposition is based on its long term relationship with clients showing it can meet or exceed any metrics performed whether in-house or outsourced.
SERVICES
-Contact Center Services
-Customer Service Support
-Sales Support
-Web Data Collection
-Telephone Data Collection
-Data Services
-Infrastructure Design
-Workforce Support
-And More
RESPONSIVE
24/7 coverage, always finding the best solution for your business

13.) 
Bespoke International Group

Business Process Outsourcing
Bespoke International Group specialise in delivering Global Business Solutions that consistently create an outstanding customer experience

14.) 
Bgcomm Contact Solutions

Outsourcing
Our Professional Services cuts across multiple verticals and horizontals. Our services cater to both the Private and Public sectors, providing the technology and resources in the transformation and improvements of our clients’ people, processes, and profits.

15.) 
Boomerang Marketing SA

BPO, Financial and Customer Services
Boomerang SA provides BPO, Financial and Customer Services. We are an Outbound Contact Centre with a proficiency of selling Short and Long Term Insurance products, as well as cross-selling Value Added Products. We provide Inbound Customer Services to the International Market. We service both B2B and B2C sectors, ranging from but not limited to Lead Generation, Appointment Setting, and a full sales spectrum.

16.) 
CallForce

CallForce Outsourcing Specialists
Delivering innovative,customised contact centre solutions from South Africa to the global market

17.) 
CallNovo Contact Center

Multilingual Customer Service
Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.

Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to pr...
(read more)

18.) 
ccc by stc

Contact Center Services
Customer expectations are always evolving and ccc is able to identify and resolve issues so that business operations are not negatively impacted. By working with clients we address pain points in a proactive manner through out the customer lifecycle. By understanding the needs of our clients and their customers, ccc provide, unique and enriching customer experiences through the right blend of support channels, experienced “care” agents and COPC aligned/certified processes.

Customer Care
Telesales
Technical Support
Collections
Loyalty & Retention Management

19.) 
CGI Group

Managed Technical Service Desk & Contact Center service
CGI Canadian Technical Service Desk is a large, well-established, service supporting more than 100 clients and employing over 550 employees. It is underpinned by a mature ITIL aligned Service Management framework, with processes dynamically adapted for multi-sourced delivery environments, and aligned with the ISO/IEC20000 Standard.
CGI has a strong customer-centric, Omni Channel, ITIL-aligned Technical Service Desk that offers blended human and machine delivery. We provide end-to-end scalable services that in turn promote a positive end-user experience.

The primary objective of our Service Desk is to provide consistent, best-in-class support by efficiently diagnosing, troubleshooting and...
(read more)

20.) 
CGS

CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.

With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and...
(read more)
 
Page: 12345

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