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News : Contact Centres Booming During COVID-19

#contactcenterworld, @isg_news

Sydney, Australia, Nov 4, 2021 -- Contact centre operators around the world have been in hot demand over the last half-year, with business process outsourcing (BPO) providers raking in nearly an extra 50 per cent in contract value.

According to research firm Information Services Group (ISG)’s 2021 Provider Lens Contact Centre – Customer Experience Services Global report, working from home policies instigated by the ongoing pandemic have "changed contact centre operations for good".

"The changes that have swept the business world over the past 18 months have made companies recognise the need for new technologies and business models," said Jim Kane, director at ISG.

"Many are transforming their customer care in partnership with outsourcing providers."

As a result, BPO providers have seen a 47 per cent year-on-year increase in annual contract value during the first half of 2021, ISG claimed.


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The firm said that the remote working changes for contact centres focus on "positive employ experiences", which includes engagement hubs — both physical and virtual spaces where employees can get together for meetings, training and activities.

An increased reliance on virtual points of contact during the pandemic has also highlighted the use of social media as a communication tool for contact centres.

"More companies are now using social media both to find new customers and to serve their existing customer base," the firm said.

"The benefits of a social media presence come with a risk of brand damage, so content moderation, community management, web crawling and other tasks have become essential services."

Other communication methods rising in popularity during the pandemic, ISG continued, include asynchronous messaging tools like chat, conversational artificial intelligence (AI) and analytics tools.

In addition, the pandemic heightened the demand for cloud-based contact centres, with partners looking to do more with cloud providers.

"Service providers are expanding their partnerships with cloud platform companies and investing in proprietary cloud solutions, helping their enterprise customers maintain business continuity and accelerate their digital transformations," the firm added.

Meanwhile, Australian contact centres have been increasingly utilising analytics and bots over the last few pandemic-stricken years to supplement their services.

#contactcenterworld, @isg_news

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


About ISG-One:
Company LogoISG supports private and public sector organizations to transform and optimize their operational environments through research, benchmarking, consulting and managed services, with a focus on information technology, business process transformation, program management services and enterprise resource planning
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Today's Tip of the Day - Make It Easier To Complain

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

Published: Thursday, November 4, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
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.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

5.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

6.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

7.) 
OpsTel Services

SPEED & PLUS
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 Perfor...
(read more)
 

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