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News : Consilium Introduces Quality Monitoring and Whisper Coaching with UniRSM™ 9.0 and UniQM™ for Contact Centers

#contactcenterworld, @Consiliuminc

Singapore, Canada & India, July 21, 2021 -- Consilium Software, a provider of enterprise software for unified communications and contact centers, announced the general availability of its UniRSM9.0 release, which allows contact center supervisors and managers to perform real-time silent monitoring and whisper coaching of agent-to-customer conversations, and the addition of UniQM recording and quality monitoring to its product portfolio. Demand for the new product releases has been driven by home-based contact centers, which started as a BCP (business continuity planning) measure, but are now full-scale operations accepted as the regular business model.

"Home-based remote and mobile agents have become the norm for today’s contact centers. One of the top concerns organizations are having, with the partial or complete transition to home-based staff, is how they can perform quality assurance and training. They are struggling with the fact that they can’t plug in a second headset to listen into the agent and customer and provide coaching in a remote environment, like they could when they were on site. Consilim UniRSM™ and UniQM™ are a perfect combo, providing all the management, monitoring and training tools and they now provide the full superset of features," said Pramod Ratwani, Founder and CEO of Consilium Software.

Consilium UniRSM™ is available on Cisco SolutionsPlus worldwide through Cisco Commerce for ordering from the Cisco Global Price List (GPL.)

#contactcenterworld, @Consiliuminc


About Consilium Software:
Company LogoFounded in 2007 in Singapore, Consilium Software and our Uni™ digital customer engagement platform have helped over 2,000 companies in more than 120 countries connect their employees with customers. Our choice of cloud-based and on-premise software powers 5 billion-plus interactions each year, simplifying the management of voice, video and digital channels. Our solutions go beyond omni-channel to merge the contact center and CRM, creating fluid experiences with artificial intelligence (AI), bots and Robotic Process Automation (RPA.)
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Today's Tip of the Day - Make Self Service A Breeze

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

Published: Friday, July 23, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide Outsourced Contact Center Services

 
1.) 
Premium Listing
Ec3

Retention Outsource Services
Ec3 is an recognized boutique outsourcer based in Durban, South Africa. Focusing on client retentions, reactivations and cross-sales Ec3 has set the standard in outsourcingwith emphasis on guarding client data through rigorous systems and checks and balances.
Neutral English accents and only GMT+2 time zone means campaigns can be easily implemented worldwide. For quality standards, highest conversions and data integrity Ec3 has become the de facto standard for customer retentions through outbound voice, AVM and webchat.

2.) 
Premium Listing
Omnie Integrated Services

Omnie is driven by a mission to make premier customer service and leading technologies available to organizations of all sizes. Omnie’s North American-based brand ambassadors support voice, SMS, email, contact form, live chat and social media. For digital communications, Omnie offers both live chat and automated customer support, 24 hours/day. With clients in the United States, Canada, and Europe, Omnie provides customer service to brands all verticals including eCommerce, health & wellness and hospitality, tech, and travel.


3.) 
AssisTT

Contact Center Services
End to end Contact Center Services provided in Turkey, including call center infrastructure and experience solutions.

4.) 
Bespoke International Group

Business Process Outsourcing
Bespoke International Group specialise in delivering Global Business Solutions that consistently create an outstanding customer experience

5.) 
Connecta Center

- Prospecting, commercial appointments
- Collection
- Surveys
- Customer Care
- Technical Support

6.) 
Eckoh

Contact Centre Services
Our agents can supplement your existing contact centre by providing help with taking Secure Payment, donation requests, overflow and out-of-hours calls, IVR support, Web Chat and Social Media responses. We ensure your customer card data is completely secure, thanks to our PCI DSS compliant environment.

Unified Agent Desktop solution brings together disparate solutions into one user-friendly interface. It improves efficiency and enhances both the agent and customer experience.

7.) 
Gatestone & Co.

Customer Contact Center and Business Process Outsourcing (BPO) Solutions.
Since 1978, Gatestone & Co. has been providing Customer Contact Center and Business Process Outsourcing (BPO) solutions to a variety of markets globally.

We offer fully-integrated multilingual Contact Center facilities operating 24/7 x 365, located in North America, Latin America and Asia. We have made tremendous investment in our technologies and process innovations to ensure all the right business outcomes while elevating customer satisfaction and brand loyalty.

8.) 
Invensis

Finance and Accounting Outsourcing Services

9.) 
MetroCall

MetroCall is a Contact Center located in Uruguay, with international presence, providing customized solutions and following the trends and needs of users

10.) 
Outcess

CONTACT CENTER OUTSOURCING
OUTCESS SOLUTIONS NIGERIA LIMITED is an integrated customer engagement and business process outsourcing company. We deliver innovative digital and cloud solutions that empower and optimize the performance of people, teams, and organizations.
We are a 100% wholly Nigerian owned venture and believe in the talent of our people in our over 17 years of operations serving the likes of MTN, Airtel, 9Mobile, Multichoice, Total, Mantrac, Nigeria Immigration Service, Nigeria Communications Commission, Guaranty Trust Bank, Fidelity Bank, Sterling Bank, Branch, Avon Medical Centre, AIICO Multishield insurance, Custodian and Allied Insurance, NTEL, Smile etc.
We currently operate a 1200-seat, 24/7, 365...
(read more)

11.) 
Vads

One Stop Solutions for Contact Center
VADS Indonesia provides a contact center as a whole, both fully outsourced and managed services with various channels according to client needs. Provide inbound and outbound contact centers.
- Inbound contact centers such as Customer Service, Walk-In Center, and Service Desk
- Outbound contact centers such as Telesales, Telemarketing, Telesurvey, Teleretention, Telereminder, and Telecollection.

12.) 
Pusula Customer Experience

Pusula CC is a professional communication center that started its journey in 2011 with the vision of offering uninterrupted service, managerial efficiency, creating a unique customer experience.
With its experienced human resources, up-to-date technological infrastructure and innovative business models, it provides services to its customers and business partners beyond expectations.
Pusula CC, whose foundations were laid in 2009, has been operating in the human resource and communication sector since 2011 with its experience, know-how, tailor-made solution suggestions and professional management staff, and takes care to keep the quality of employment at the highest level. It is among the l...
(read more)

13.) 
Teleperformance

Global leader in business service outsourcing Teleperformance, provides easier, faster, simpler, safer, better and more cost-effective customer interactions management in 80 countries with 300.000 employees, in 256 different languages and dialects with its experience over 40 years across the world.
Teleperformance Turkey has been providing outstanding customer experience via customer services, customer acquisition (telesales & telemarketing), technical support, account receivables, BPO, social media management, analytics solutions and digital transformations projects to the world's leading companies since 1995 with 3.750 interaction experts in 5 locations (İstanbul, Balıkesir, Uşak and Anta...
(read more)

14.) 
Webhelp + Concentrix

Making business more human for the world’s most exciting brands
We live in an era of fast connectivity and AI. Today, human experiences have even more power to make businesses come to life in customers’ hearts and minds.

Webhelp is committed to making business more human.

It’s through this commitment that Webhelp enriches customer experience, and designs business solutions that create value for the world’s most exciting companies.

Webhelp is a partner across a range of services including customer experience solutions, social media moderation through to payment services.

Hundreds of brands across the world trust Webhelp because of their people, the culture they work in, and the ideas and technology they put to work.

Webhelp believes that Em...
(read more)
 

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