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News : Enabling our Contact Centre Colleagues to Work from Home

#contactcenterworld, @BT

London, UK, April, 2020 -- BT is providing up to 8,000 of our customer service colleagues from our contact centres across our consumer brands with the technology, the security and equipment so that they can work from home.

Since the world changed for us all just a few weeks ago, we have been working tirelessly to meet the enormous technical, logistical, and regulatory challenges that arise in giving such a large number of our people the option of home working.

With 100% of our frontline people based across many sites in the UK and Ireland, we have been able to maintain resilience in the face of the Coronavirus crisis – helping to keep our customers connected when they need it most

However, since we started to see a dramatic change in the way we live our lives in the UK, we’ve received a huge surge of customers calling to improve or change their connectivity, as well as those who are facing stressful financial situations needing to talk to us about their payment options and how we can restructure their packages, so that they too can stay connected.

I couldn’t be prouder of how my colleagues have risen to this challenge – particularly in our contact centres, where we have asked our keyworkers to come in and, while adhering to strict social distancing guidelines, to give our customers the help they need so they don’t have to leave their homes.

We also understand that key worker status brings with it extra pressures. So we asked a team across our three brands – BT, EE and Plusnet – to put together an ambitious plan that would enable our frontline people to temporarily work from home. We want to give as many colleagues as possible the option to work wherever suits their individual needs best, while at the same time delivering the best customer service.

It’s a mammoth task that we began by asking all of our frontline staff who were still working from our contact centres – from Canterbury to Plymouth, and Merthyr to Enniskillen – whether, where possible, they would opt for home working.

....NOTE - content continues below this message


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....CONTENT CONTINUED BELOW

So far, almost 70 per cent of my colleagues in our contact centres have expressed a preference for working from home. And around 70 per cent of those are currently in a position where we can put the right technology, security and measures in place in the right environment: a single-use secure working space, a work-owned laptop or desktop and reliable and secure VPN access. Only then will they have the tools to keep our customers connected, and customer information secure.

Our technology and customer care teams have worked tirelessly to make this happen, including developing a telephony routing system to enable advisors to speak to customers and get the right team answering the calls in their area of expertise. Our customer service advisors working from home are now able to do so using Voice over Internet Protocol, essentially meaning they connect to their work machines via thousands of BT Complete WiFi connections and their own home networks. Our teams have done an amazing job to source and dispatch the extra equipment needed.

Over the course of the next two weeks, every colleague who wants to work from home and has the right home set-up will be transitioned, in a staggered approach so that we can continue to meet our customers’ demands for connectivity without a drop in the level of service. Continuing to give our people the support they need while working from home means our HR teams have been creating new processes to provide support with the transition, including virtual team meetings and open Skype calls for instant help and advice.

I’m proud to say we have trialled and tested a solution that has enabled 3,467 of our customer service advisors – more than a third – across our three brands to work from home already. Our ambition is to have transitioned nearly 6,000 by the end of this week, and up to 8,000 of my colleagues over the next fortnight. It’s a huge challenge that might normally take many months to achieve. But our team have done an amazing job in putting all this in place in weeks, and at a time when we are all stretched to capacity.

The security of our customers’ information also remains a priority. To fully protect customers’ details, payments over the phone are not being taken by colleagues working from home and will instead be transferred back to staff who have decided to remain working in our contact centres.

In the meantime, we’re working closely with our facilities teams and partners across our contact centre locations, where a smaller number of our people will still be based. We’re continuing to closely follow guidance from Public Health England on cleaning, enforcing social distancing and safeguarding our people as well as asking colleagues to remain vigilant and to protect themselves by strictly following personal hygiene measures.

And we are continuing to pay our people in full, even if they need to isolate, giving them the security to make the right decisions for their health and the health of their loved ones.

We are also doing all we can to be there for our customers and provide the best customer experience possible. Our stores might be closed, but our local experts are still here for our customers, who can now book an appointment to speak to one of our retail colleagues online. Our customers really value face-to-face interaction – particularly those that might not be tech-savvy or need some support staying connected to their friends and family – so our local experts will call during that time slot to give our customers the help they need.

And we have adapted our in-home service so that it respects social distancing rules. It’s the same superfast delivery, now with remote, expert set-up over the phone.

Keeping our customers connected and keeping our people safe at this extraordinary time remains an enormous challenge. But I’m proud to say it’s one that everyone across BT’s Consumer brands has risen to meet. Let’s keep looking after each other.

#contactcenterworld, @BT

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


About BT:
Company LogoBT is provider of communications services and solutions for everybody in the UK and for corporate customers in the rest of Europe, with global reach through partnerships. BT provides services for all UK customers, network services and solutions for communication companies, worldwide business solutions, internet services, and advanced research and technology.
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Today's Tip of the Day - Understand The Team

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

Published: Monday, April 27, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Dialer Solutions

 
1.) 
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.


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.

3.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

4.) 
Cloud IT Services GmbH

Dialfire
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:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
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 t...
(read more)

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

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