#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."
Posted by Veronica Silva Cusi, news correspondent
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 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 maximized operational and financial performance and transformative experiences. Everest Group's deep expertise and tenacious research focused on technology, business processes, and engineering through the lenses of talent, sustainability, and sourcing delivers precise and action-oriented guidance. Its problem-solving, forward-looking approach is designed around their clients' journeys, so they make better business decisions.
Published: Thursday, February 25, 2021
|2.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
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Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
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CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
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 t...
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
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|9.)||Cloud IT Services GmbH|
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
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Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.
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A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.
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The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.
The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
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Voiptime Contact Center
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