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News : Baleària Brings Zendesk Aboard to Move Customer Service from Email and Phone to WhatsApp and Chat

#contactcenterworld, @Zendesk

Dénia, Spain, March 18, 2021 -- The travel industry was hit hard by the COVID-19 pandemic, as March 2020 saw so many routes shut down across the globe, and some countries closing their borders to international visitors. For Spanish shipping company Baleària, this had an immediate impact on its customer support channels.

The Mediterranean and Caribbean ferry operator saw an increase of more than 500% in the volume of contacts during the first weeks of the pandemic, and was receiving the same number of requests in a month that it normally got in a year. Maribel Linares, Project Manager, Partnership, Loyalty and Customer Experience at Baleària, says:

"Normally we have this big amount of queries when a boat is canceled because there's a storm or an engine breaks down. Or you cannot go to the Caribbean because the weather is awful, and we need to offer them a change of boat or do you want to cancel or change the date or change the port. We're used to these ups and downs.

"When the pandemic started, summer was already sold. There were cancellations and people couldn't move properly because cities were locked down. The big amount of queries came because all these people needed to get a voucher and the call center takes on all the managing or changing or canceling."

While this put huge amounts of pressure on the customer experience team, they faced an extra challenge as all the queries needed to be dealt with by phone or email. Before the pandemic hit, Baleària already knew it needed to shift to an omni-channel approach and offer additional ways of handling queries. It needed to find a way to let all these customers get in touch via the channel that suits them, whether telephone, email, chat, WhatsApp or social media.

The Coronavirus crisis sped up Baleària's omni-channel plans, and in April last year, the firm implemented Zendesk. Linares says the choice was based on the scalable aspects of the Zendesk technology, along with the short-term implementation period required.

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She explains: "We did some market research and we tried several tools. We asked our agents to try them in their normal work, we did an agent customer experience and Zendesk was the one that included everything that we wanted. It was important for us that it was scalable, you can start with a small product and then just keep growing."

Linares says: "We approached the project in a good way, working with an agile methodology — everything can be changed, there's always time to go back. You don't need these massive projects that take a year, and then once you've got it rolled out, the thing you needed 300 days ago is already old. Go little by little, and from the minimum available product, just go out and test it a lot first, listen to your customers and your partners.

Baleària is currently using WhatsApp to deliver boarding passes to customers, which lets passengers avoid ticket office crowds — especially important with social distancing measures in place. The company is also sending travel-related notifications via WhatsApp to passengers traveling to the Balearic Islands, including Mallorca, Menorca and Ibiza. Customers can receive tickets and vehicle passes through the app, or can sign up for SMS as an alternative.

Rather than restricting the Zendesk tools to the Customer Experience team, Baleària involved other departments in resolving tickets during the pandemic, with the intention of getting all staff to be customer-focused and of dealing with the huge volumes of queries faster.

As well as the call center and customer care teams, invoicing, the Caribbean team and some sales staff are using the technology as well, all as a light agent. So almost every department is aware of the Zendesk product and receives notifications about tickets or if a client is contacting them. This has brought all departments closer to the reality of the client, and lets them quantify what they do.

Linares elaborates: "We showed them and they were really interested because it was easy, and because you've got this analytics part, which is fantastic for every department, then you realize what you have to spend more money on or if something is not working. It makes us a closer team as everyone knows what the rest are doing.

"The idea of doing it as a team, including at least one or two people from every single department, is important because you cannot do a project like this thinking I work in the office, I don't pick up the phone. You really need the commitment from everyone on the team, and you can reach it by including them in every single step and not just at the end."

The next stage will be to offer the chatbot through WhatsApp, which is something Baleària is working with Zendesk to implement. This further shift to messaging will decrease the pressure on customer care staff as people are less likely to pick up the phone once there are additional tools to use.

Linares says: "You can talk to an agent on WhatsApp or web chat, which is better for the agents, because once you're in a call, you're just with one call, but you can be with up to five chats. So it's a live channel, but it's not as restricted as a call. The work that they're doing is more efficient and they've got a lot of shortcuts and macros that they can use."

She adds: "There are many questions that with the chatbot and the help center would be one-touch, information questions, so they won't reach an agent, meaning fewer calls and emails and tickets. Also clients are being re-educated, they know if you call for something urgent, an agent will pick up because we've got priorities on the calls. If there's something that is not urgent, then you know, you can find out on the website on the help center or you can ask the chatbot."

The firm is also rolling out a self-service system, which will let customers manage their own tickets on the web site and could be in place by this summer. For now, customers are benefiting from less contact with the company and shorter timeframes to get their queries resolved.

Linares says: "Before, if you were sending an email saying, I want to change my ticket date, you didn't know if you needed to provide the ticket number, your identity card, or whatever details. Now when they open a ticket on our website, you choose which kind of client you are — for instance an agency and I want to change five people's date — and it immediately displays what we need to action your change. Previously, that required four emails, now we're one-touch answers."

Linares thinks the firm will be operating more or less as normal by the summer, as COVID-19 continues to subside and we move into the Vaccine Economy. However, this very much depends on the lifting of government travel restrictions and progress in the rollout of the vaccine. Whatever the case, Baleària is now prepared for any future spike in customer query volumes.

#contactcenterworld, @Zendesk

Posted by Veronica Silva Cusi, news correspondent

About Zendesk:
Company LogoZendesk is inspiring the help desk 2.0 movement through a focus on enlightened customer support. As the first organization in the industry to leverage SaaS and the benefits of web-based communication and social media, Zendesk provides the only professional-grade on-demand help desk. Combining the convenience of the web and agile support, Zendesk extends good help desk karma to any company, large or small, looking to offer beautifully simple online support that is flexible, rich and intuitive.
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Today's Tip of the Day - Understand The Team

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

Published: Friday, March 19, 2021

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2022 Buyers Guide Cloud Contact Center Solutions

Page: 1234
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Premium Listing
iNextrix Technologies

iCallify: intelligent call center software is one of the most popular products offered by iNextrix. iCallify is developed using cutting edge technologies as well as the predictive sphere of artificial intelligence. This call center software has some intelligent features along with the standard features available in other call center solutions. Thus, it is truly an intelligent call center software solution.
This intelligent call center software is built to benefit all businesses, no matter what industry vertical they belong to. This call center software has features to empower different campaigns in different call centers and businesses.

Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)


Aculab Cloud CPaaS
ACULAB Technologies is communication enabling company assisting our customers in all verticals with business and mission critical solutions to communicate securely and efficiently internally and for their customers and partners. We have a robust CPaaS (Communication Provider as a Service) supporting all methods of communications; sms, voice, data, etc. promoting fraud mitigation, improvement of identity and customer experience. We have a best of breed Voice & Face Recognition Biometrics Identity Solution and AMD- Answering Machine Detection. Key sectors are Contact Centre, IVR, Voice Broadcast, Conferencing, Healthcare, Finance, Insurance, Emergency Services and Defense/Government.

Adversus Dialer

Adverus Dialer
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

Alcor Consulting, Inc.

Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.


Contact Center
Contact Center is a powerful tool that you can add to your unified communications (UC) solution to ensure you've always got the right resources available to both customers and employees, no matter the communication channel they're using — voice, email, web, chat or social.

Contact Center’s enhanced call routing and workforce management tools can help increase employee productivity. And with the advanced reporting and forecasting tools, you’ll be able to properly staff your contact center and enhance your customer experience.

It has everything you need to deliver superior customer and employee experience.


Alvaria Cloud
Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.


Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.


Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

Britannic Technologies

INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.

Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers find the best possible solution for their business.
We represent the leaders for CCaaS, CPaaS, SD-WAN, SASE, SIP. We identify the best fit for our customers and help them manage the lifecycle of the customer engagement. We also have an excellent solution for mobile marketing and can raise call acceptance by more than 50% with a Next Generation caller ID for mobile phones.
We solve problems and give our customers time back to run their business. Give us a call we have world class expertise and resources that can help you build an exceptional customer experience.

Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

(read more)


Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.

Cloud IT Services GmbH

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.

You can see the full list of features here:

Connex One

Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.

Consilium Software

Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
(read more)
Page: 1234

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