Login to Network
#contactcenterworld, @AriseVSInc, @everestgroup
Miramar, FL, USA, Feb. 24, 2021 -- Arise Virtual Solutions, a provider in work-from-home customer support, announced the company's platform was recognized as a Leader in Everest Group's 2021 PEAK Matrix(R) Assessment for Work at Home Agent (WAHA) Customer Experience Management (CXM).
"We are incredibly honored to be named a Leader in Everest Group's first ever WAHA CXM PEAK Matrix. It is a tremendous validation of our virtual-first platform and innovation strategy and the decades of experience we have in helping our clients provide exceptional customer experiences," says Scott Etheridge, Arise's CEO. "Everest Group's recognition reinforces the way Arise looks at CXM, placing technology at the forefront to enable our Service Partner network to transform the relationships between Brands and their customers. It's how we help Brands to be there for customers, be aware of their needs, and be essential to their everyday lives."
Led by Vice President Shirley Hung, Vice President Skand Bhargava, Practice Director Sharang Sharma, and Senior Analyst Chhandak Biswas, Everest Group evaluated 16 business process outsourcing (BPO) vendors in its PEAK Matrix(R) Assessment. Arise was named one of only three BPOs in the Leaders category.
To determine which companies fell into the Leaders, Major Contenders, and Aspirants categories, Everest Group evaluated the vision and capability of each organization and its ability to deliver services successfully. Five subdimensions were analyzed – vision and innovation, scope of services offered, technology and security, talent management, and delivery footprint. Everest Group also measured impact created in the market by analyzing market adoption, portfolio mix, and value delivered.
"Arise emerged as a Leader in Everest Group's Work at Home Agent (WAHA) Customer Experience Management (CXM) PEAK Matrix(R) Assessment 2021, due to its expertise in running facilitating large scale work-at-home agent operations, delivering learning and development traing to of a virtual workforce, and innovations in technology and security solutions," said Shirley Hung, Vice President, Everest Group. "Arise is successfully catering to volatile market demands created by COVID-19 by leveraging its cloud-based contact center platform, large contractor base, and reliable flex capacity."
Says Etheridge, "Successfully deploying a work-from-home (WFH) program platform that can deliver advantages in capacity flex, quality experience, and cost takes a technology strategy that's completely different than traditional BPOs. The majority of brands we serve are using our platform depending on us to build support their first WFH program and need expertise and guidance from a proven winner. Innovation in every aspect of our platform delivers results that our customers and service partners love, and we are continuing to define the future of CXM by making care more responsive, more contextual, and more focused on business outcomes. Our platform allows Brands to completely change the way they think about capacity planning and remote learning while building deep, resonant relationships with their customers."
"Despite an explosion in demand for the Work-At-Home-Agent (WAHA) business model for delivering Customer Experience Management (CXM) services during the global pandemic, WAHA CXM services are more than just a temporary solution for business continuity planning," says Everest Group's Shirley Hung.
She adds, "Organizations are realizing the value of leveraging WAHA to address talent needs and deliver superior customer experience at a lower cost compared to brick and mortar operations. As companies look to embed WAHA as a component of their ongoing CXM services strategy, they should evaluate service providers who are accelerating investments in technology, security, and talent management to better support client requirements in the next normal."
#contactcenterworld, @AriseVSInc, @everestgroup
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com
About Arise Virtual Solutions:
Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise makes the way for a superior customer experience for innovative enterprises from startups to Fortune 500.
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 their back- and middle-office business services. With a fact-based approach driving outcomes, Everest Group counsels organizations with complex challenges related to the use and delivery of global services in their pursuits to balance short-term needs with long-term goals.
Published: Thursday, February 25, 2021
| 1.) |  2Ring Dashboards & Wallboards 2Ring Dashboards & Wallboards is a software solution that empowers business users and supervisors to deliver information in real-time to every screen. Information means data from multiple data sources and built using various content types. Cisco Contact Center data (all platforms), CUCM huntgroups (Cisco CallManager), and ServiceNow belong among the most often used data sources, but the application support many additional data sources (Amazon Connect, Genesys PureEngage, Salesforce) and is flexible enough for business users to add or change pictures, web-content, include weather information and forecasts or YouTube videos and streams on the fly. A screen does not only mean a large plas... (read more) PH: +1 (916) 426-3790 |
| 2.) |  CardBoard CardBoard: Real-time data, shows the most important KPI’s in your Contact Center. Built for data | Designed for business | Empowers teams |
| 5.) |  CallFinder speech analytics CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience. With CallFinder, you get… 100% visibility into agent-customer interactions 100% monitoring of interactions, up from only 5-10% Scalability of QA reviews with the same size QA team CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic... (read more) PH: 800-639-1700 |
| 6.) |  CCube for Business Intelligence CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect... (read more) PH: +302109241486 |
| 7.) |  Consilium UniInsight™ The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op... (read more) PH: (+61) 406 501 368 |
| 9.) |  Daisee Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-... (read more) PH: +61404697151 |
| 10.) |  DialogAnalytics™ Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more. AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away. With DialogAnalytics, you can get a... (read more) |
| 11.) |  eGain Analytics eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively. 1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement. 2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications. 3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications. 4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre... (read more) |
| 16.) |  VIEW With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack. Features: *OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status *Comprehensive audit across the enterprise, it only takes 10 minute *Provides a view in to the data accuracy of agent profiles across multiple applications *Drastically speeds up audit and validation processes *Validates actions to implement for profile data integrity issues across multiple applications *Can also assist in ensuring access level compliance... (read more) PH: 1+480-435-9390 |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall