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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.
 

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2021 '16th annual' Global Contact Center World Awards CLOSING SOON!

Enter your Center, Strategy, Technology Innovation, People and more into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 50 nations and compete for the most prestigious awards out there! Join the FREE Webinar

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Content continues ….

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."

 
Irine Lopez
Director Customer Engagement
AIA Berhad
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 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

"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 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)
 
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 - Faxes Into Your Contact Center

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

Published: Thursday, June 6, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Outsourced Contact Center Services

Page: 123
1.) 
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)
PH: +9661151099888

2.) 
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.
PH: 877-262-5030

3.) 
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)
PH: +44 (0) 207 397 8725

4.) 
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.
PH: +34 982 29 80 00

5.) 
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?

6.) 
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.
PH: 800-997-0977

7.) 
Ameridial Inc.

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.
PH: (866) 775-4755

8.) 
AssisTT

Contact Center Services
End to end Contact Center Services provided in Turkey, including call center infrastructure and experience solutions.
PH: +905552553877

9.) 
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
PH: (760) 338-7057

10.) 
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.
PH: +1 213-660-2066

11.) 
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.
PH: +27216738100

12.) 
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)

13.) 
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)
PH: 1 (212) 408-3800

14.) 
CLCA Call Direct

Virtual Assistant Services
Ensuring you have an efficient back office team is vital to running a reliable and cost-effective business. Our virtual PA services allow you to have either a live call answering solution that will transfer a call or take messages in absences or a non-voiced option for back-end operations meaning your business is always available to customers.

Your dedicated virtual PA will be matched to your business and your requirements and will answer any calls or emails with your company name and a tailored script that you will approve before our team take live calls.

This means that non-essential business or personal tasks are taking off your plate which can only benefit your essential business p...
(read more)
PH: 0333 600 5005

15.) 
Conectys

Conectys delivers a wide range of contact center services and call center outsourcing solutions. We service clients in over 35 languages from our locations in Romania, Belgium, Philippines, United States, Poland, Turkey, Portugal, and Taiwan as well as through a robust Work from Home team.

We speak English, German, French, Spanish, Italian, Dutch, Portuguese, Polish, Czech, Romanian, Hungarian, Bulgarian, Russian, Greek, Turkish, Arabic, Swedish, Norwegian, Finnish, Danish, Mandarin Chinese, Japanese and more – all for seamless communication across cultures.
PH: 646-381-1599

16.) 
Connecta Center

- Prospecting, commercial appointments
- Collection
- Surveys
- Customer Care
- Technical Support
PH: 5222690888

17.) 
Consilium Software

Consilium UniCare™ Professional Services
As technological change occurs at a faster pace than ever before, organization with the industry-leading Cisco contact center platform need to get outcomes quicker, better and more predictably. By bringing in the subject matter experts from Consilium's advanced professional services, you get unparalleled knowledge which has been trusted for over 33 years, consistency and a global footprint. Give your Cisco platform a turbo boost by investing in Consilium UniCare™ professional services when it is time to design, implement, upgrade, or add / optimize third-party integrations.
• Cisco UCCE, PCCE & UCCX design, implementation and upgrades
• Cisco CVP VXML application development with PCI compl...
(read more)

18.) 
ContactWorks

We specialize in all aspects of customer contact services:
• Customer Service
• Technical Support
• Employee Help Desk
• Customer Acquisition / Retention
• Order Processing / Administration
• Quality Monitoring
• Consulting
PH: 512-220-2200

19.) 
Costa Rica's Call Center

Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
PH: 8882716750

20.) 
CPM Group

Sales, Service and Support
Sales: Customer Acquisition, Lead Generation, Cross Sell, Retention, Intervention and Win-Back

Service: Care Lines, Customer Service, Product Recall and Data Breach Notification

Support: Analytics, Data Entry, Quality Assurance, Fulfilment, Receivables Management, Social Media Management and Mystery Shopping
PH: +61 3 9211 2300
 
Page: 123

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