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

#contactcenterworld, @convoso

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."

#contactcenterworld, @convoso

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prweb.com


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 - Team Names

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

Published: Tuesday, April 7, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Analytics

 
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

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.
PH: +1 888-946-6878

3.) 
Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time
PH: 8005771872

4.) 
CallFinder

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

5.) 
ComSys S.A.

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

6.) 
Consilium Software

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

7.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

8.) 
Daisee

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

9.) 
DialogTech

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)

10.) 
eGain Corporation

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)

11.) 
ethosIQ, LLC

ethosAnalytics
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.
PH: 2816165711

12.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

13.) 
Navedas

CSAT.AI
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!

CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.

CSAT.AI provides granular details by issue (delivery delay etc) or agent score.
PH: 323-380-8555

14.) 
Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700

15.) 
OpsTel Services

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

16.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
PH: 905-940-8844

17.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment
PH: 0217991445

18.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
PH: 00441352705810

19.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

20.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
 

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