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News : iNet & U-WFM - A Winning Strategic Partnership for Contact Centres

#contactcenterworld, @puzzelsolutions

iNet’s CEO, Michael Pavlou commented, "The partnership with U-WFM represents a step forward for iNet and our clients. With embedded Workforce Management driven by source call centre data, our clients enjoy a turnkey cloud contact centre solution. Effective across all communication channels, customers have peace of mind that Service Levels are boosted by scheduling the rights agents, at the right time, with the right skills."

With customer contact centres now under real pressure to rationalise costs and pursue a digital transformation agenda, the iNet/U-WFM partnership brings a complete, elegant, per-user solution that scales on-demand.

The Future is OPEX.

"The capital expenditure, installation, setup and management of traditional infrastructure based WFM tools with their associated complexity often outweighs the efficiency, value and purpose of utilisation," remarked Matthew Hughes, CEO of U-WFM. "One of the benefits our partnership with iNet brings is the synergy in our understanding of the cloud operating expense model, its reduced complexity leading to increased effectiveness and where the customer service sector is heading," said Matthew.

Jeremy Greenwood, Head of Product for iNet added, "In the past few years, contact centres have generally evolved to become a suite of on-demand, light-touch, integrated applications made available to home workers and to users across disparate offices. Location by necessity has become obsolete. Therefore customer interactions can be easily resolved wherever a user may be. The integration with U-WFM ensures Contact Centre Managers can continue to monitor, manage and resource an operation effectively without compromising the modern working strategies afforded by technology."

A Partnership Founded on Research.

"Understanding the evolving operational nature of contact centres is critical if we hope to deliver solutions that align with our customers’ needs today, and tomorrow," commented Head of Marketing for iNet, Mubin Khan. Together with U-WFM and in partnership with UKCCF (UK Contact Centre Forum), an ongoing series of executive discovery sessions has helped validate the iNet / U-WFM partnership.

So far, the findings confirm the research that effective WFM and Resource Planning solutions are currently a major consideration for Operational Managers, and stress the overarching need for simplicity of application, management and cost predictability.

Matthew Hughes, CEO at U-WFM summarised, "When we were distilling down the outputs from these working groups, user objectives became clear. They needed something simple and straightforward, low-cost, light and non-invasive, that included adequate customer support as standard, whilst driving effectiveness and supporting user and agent location needs."

COO at U-WFM, and former Resource Planning Analyst at Aviva and Ventura, Tim Wharfe has the final word on this valuable partnership, "Resource Planning in many contact centres still remains a relatively manual process and many of the competing WFM tools on the market are unnecessarily complex. Spreadsheets simply don’t cut it. Bringing together U-WFM’s suite of Workforce Management solutions as an integrated component of iNet’s omni-channel cloud offering is exciting, giving clients a complete, cloud-based operational solution to deliver exceptional customer service."

#contactcenterworld, @puzzelsolutions


About Puzzel:
Company LogoPuzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
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Today's Tip of the Day - Find The Right Solution

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

Published: Wednesday, January 9, 2019

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2021 Buyers Guide Automated Call Distributors

 
1.) 
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.
PH: +1 512-872-7565

2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
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)
PH: 1-720-362-5005
 

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