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SR Product and Portfolio Manager
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Vice President for Tech & Digital Transformation

News : Call Centers Adapt to Coronavirus Shutdown by Transitioning Agents to Work From Home with Web-based Software Technology


Los Angeles, CA, USA, April, 2020 -- Convoso, a web-based contact center software provider, is reporting a surge in call centers requesting support to change from in-office to remote operations in response to the COVID-19 pandemic. Stakes are high for an industry employing 3.3 million call center workers, as many U.S. contact centers turn to browser-based dialer technology in a scramble to maintain business continuity and avoid layoffs. According to Site Selection Group,* in 2018 over 7400 U.S. call centers employed 50 or more workers, making up 2.3 million of the 3.3 million call center workers.

"I’ve been speaking with many of our customers," said Nima Hakimi, CEO and CoFounder of Convoso, "and, there’s definitely a lot of uncertainty at this time, which is scary for many people. Our customer success managers are urgently working with businesses struggling to make the change to virtual call center operations with agents at home. We’re giving them tools and sharing best practices on how to lead, manage, and hold agents who work from home accountable."

Adapting To Virtual Call Center Operations Means Survival

Many call centers serve industries better positioned to withstand the sudden economic downturn resulting from Covid-19 restrictions. In this case, survival for the call center is a matter of shifting perspectives on how they run their business: transitioning from a more uniform, controlled office environment of agents, desks, chairs, computer screens, and headsets, to embracing a different model with agents, admins, and managers working from home. Even if they may eventually revert back.

NextGen Leads, a customer acquisition platform for Auto Insurance, Health Insurance, and Medicare professionals, recently converted 80 agents to work from home with Convoso’s cloud-based software. Melvin Merritt, Call Center Director at NextGen, remarked that the company found the move to virtual operations to be a smooth transition, with a strong volume of calls, and improved results.

"Call centers easily convert to remote operations with our software because it’s completely browser-based, and comes loaded with robust tools for effectively managing at-home agents," said Bobby Hakimi, Convoso Co-Founder and Chief Product Officer. "We have a flexible, advanced technology that accommodates both office and virtual operations. In reality, most agents could be ready to work at home tomorrow with as little as a Chromebook, a headset, and a stable internet connection. There’s no software to download and install."

Call centers able to minimize business disruptions by making the transition to work from home agents are most likely to endure the economic hardships of the novel coronavirus [COVID-19] pandemic. Adapting quickly to maintain business continuity gives contact centers a critical advantage in a competitive marketplace.

George Mueller, VP Sales & Operations at NextGen, noted that, "We’ve even seen an increase in our productivity since transitioning to remote agents," after changing to work from home operations in response to the pandemic two weeks ago.

Call Centers Need Tools And Support To Successfully Transition

In addition to dialing technology, there are essential tools that support management of remotely operated contact centers, including agent monitoring, agent logs and status, real time productivity reports, integrated chats, whisper features, customizable dashboards, lead status, and more.

"Fortunately, we’re in a strong position to help call center-driven businesses adapt and survive the current crisis," said Meg Mananian, Head of Operations at Convoso. "As a customer-centric company, our whole team is committed to helping our existing and new customers stay productive. Every department is working diligently to assist moving call centers to remote operations. We’ve been proactive in developing new tools for more efficient work-from-home management, and providing information and support for contact center owners."

Broader Impact Of Call Center Disruption

On the other hand, some Convoso customers report notable challenges for the industries their call centers serve as a result of market uncertainty, supply chain disruptions, mandatory closures, and a workforce put on inactive status. For example, those contact centers selling vacation travel opportunities.

"There’s a ripple effect," said Lisa Leight, Convoso VP of Marketing. "The reality is that call centers are an important modern source of new business for many companies, and play a part in a healthy economy. So, it’s not just the call center that’s affected when nobody can show up for work, it’s all the businesses they serve, and all the associated lost revenue, and the loss of income for the many people touched by that dive in revenue."

Learning From Experienced Remote Call Center Operations

Prior to the widespread mandate to stay home and the temporary closing of many businesses, 50% of Convoso’s call center customers operated with at-home agents. They draw from a larger pool of talent, with few geographic restrictions. The company has developed tools and features over the years to meet the needs of these virtual call center customers.

Contact centers considering a change can learn from professionals already experienced operating remotely. Digital Market Media is one example of a successful existing remote-based call center. Owner Tom Carolan and author of the book, "Have Them at Hello: How the Best Call Centers Crush Sales Projections," reported that since switching to Convoso in January of this year, they’ve utilized previously unavailable tools to more effectively manage their agents, saving time and money and doubling the size of the team. He said, "Convoso’s intelligent reporting features allow me to efficiently manage our at-home agents and have been critical to increasing agent productivity."


Posted by Veronica Silva Cusi, news correspondent

About Convoso:
Company LogoConvoso’s cloud contact center platform is designed to improve customer interactions and experiences at every stage of your business operations. From designing to executing campaigns and customer service strategies, our platform ensures the user experience and interactions are productive and enjoyable for both your customers and employees alike.
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Today's Tip of the Day - Loyalty Versus Satisfaction

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

Published: Tuesday, April 7, 2020

Printer Friendly Version Printer friendly version

2023 Buyers Guide Inbound Call Handling Services

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.


Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.


Telephone Answering Services
Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.

All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.

Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
(read more)

Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

7.) Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring


VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.


WorkGenda is a state of the art WFO cloud service, used by customers around the world. WorkGenda provides: a) an AI based forecasting engine, which automatically generates forecasts with a WAPE of 3 to 5%, b) a capacity management engine based on a traffic simulator, with perfect support for blending regardless the type of channels, which subsequently automatically converts the computed capacity into optimised shifts, where ‘optimised’ equals to a zero or the mathematically minimum possible overstaffing under the given contractual constrains, c) an automated scheduling engine, capable of scheduling 3000 multi-skilled agents for a whole week in 2 minutes and d) an Intraday bot which automatic...
(read more)

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