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News : inQuba Journey Cloud v8.7 Now Available on Azure Marketplace

#contactcenterworld

Johannesburg, South Africa, Mar 22, 2022 -- Software company inQuba has announced it is now available on the Azure Marketplace.

The release comes as inQuba has published inQuba Journey Cloud v8.7, which enhances customer engagement, and boosts Customer Journey Management capabilities for inQuba’s clients. Releasing this latest version through the Azure Marketplace means any organisation signed up on the marketplace can procure and activate the inQuba Customer Journey Orchestration platform there. It also makes the inQuba platform available to a much broader array of businesses than before.

inQuba’s Journey Management platform is designed to enable businesses to understand the journeys customers take when engaging with them via different channels, for example a call centre, email, the web, and WhatsApp, says MD Trent Rossini.

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We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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With the move to increased customer-centricity, customers want to receive personalised communications that engage who they are in their unique context, which should be reflected in their profile and past actions, adds Rossini. "But real customer journeys are messy and unpredictable, making it more important than ever to be able to visualise the whole picture if you want to engage meaningfully with your customers."

"All of this sounds very complicated, but with inQuba v8.7, we’re giving our customers a simple migration path from their traditional CX programs to progress into Customer Journey Management," Rossini concludes.

#contactcenterworld

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

About inQuba:
inQuba is a Customer Journey SaaS platform for analysing and optimising customer acquisition, retention, conversion, channel and customer cost-of-ownership strategies.

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Published: Wednesday, March 23, 2022

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2022 Buyers Guide
Get Listed
Remote Agent Solutions

1.)	3Fiftynine Branches Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.

2.)	Amtelco Web Agent Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.

3.)

Centrical

Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

Keep calm and keep working remotely.

We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:

Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
(read more)Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

Keep calm and keep working remotely.

We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:

Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communications that ensures employees don’t just click-through updates, but, read, acknowledge, and apply them.
• Send personalized, segmented, and classified updates on any device
• Set daily goals with real-time tracking and achievement recognition
• Enable real-time, bi-directional, closed-loop communications allowing managers to track voice-of-the-employee, performance issues, and gaps

Adapt to a rapidly changing world
Equip and empower your workforce to perform in the volatile business environment we’re all facing. Quickly reskill and transition to new roles demanded by this situation. Shift employee focus to new goals. Enable team leaders to connect and manage with employees anytime, anywhere.
• Create fast-track, on-the-job retraining programs
• Adjust employee goals and KPIs on the fly
• Create short-term challenges and opportunities for rewards

Keep doing what needs to get done
Speed-up or transition in-class learning and onboarding to remote digital training and provide employees with continuous visibility on their performance and goals. Centrical comes with all you need during a crisis to minimize business disruption.
• Ensure knowledge retention with AI-optimized microlearning
• Keep employees on target with real-time performance tracking
• Adapt and shorten training plans with personalized, structured or unstructured, mobile-friendly, gamified learning tools

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.)

Consilium Software

Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
(read more)

6.)

Dalbar Inc.

CXA iCoach
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.

7.)

Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

8.)

Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

9.)

MattsenKumar LLC

Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.

10.)

MFE International

Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

11.)

Nuxiba Technologies

CenterWare
Maintain your business operation from anywhere, even if your agents are at different locations!
Don't let COVID-19 stop you. Use our cloud contact center hosted software and continue your operation.
Monitor active campaigns in our administration module, have your agents receive and dial calls, access reports, have multi-channel interactions, and obtain 24/7 support.

Easy setup and usage, request a quote or schedule a live demo today!

12.)

Orion Learning Services Inc.

Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.

13.)

Vads

VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.

14.)

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.