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New Delhi, India, April 6, 2020 -- Union Minister Ravi Shankar Prasad acknowledged Indian IT and IT-enabled service industry's role in ensuring business continuity while working from home during the lockdown.
The comments have come against the backdrop of a report questioning infrastructure support in India to provide call centre services while working from home.
Meanwhile, the Indian IT industry has also contested the report, saying that the speed at which the service ecosystem has responded is phenomenal. The report by HFS Research mentioned inadequate home environments with spotty broadband and the need for new computers to process calls among challenges that the BPO industry might be facing in their operations during the lockdown.
"Nearly 90 percent of India''s IT workforce is now working from home & only those performing critical functions are going to offices. This has ensured that business operations are not affected. I am delighted to see the resilience of the Indian IT sector during this crisis," Prasad said in his tweet. The government has allowed IT workforce in the country to work from home for their safety from coronavirus pandemic.
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During the ongoing lockdown, over 90 percent of employees of all the organisations are working from home. "India’s IT industry powers global corporations and creates an enormous impact on global businesses. During these difficult times, Govt is extending all possible assistance to the IT industry to mitigate any adverse impact on domestic or global operations," Prasad said in another tweet.
An unverified Twitter handle of HFS Research founder and CEO Phil Fersht had mentioned the link of the report. "The global lock-downs are crushing the life out of the traditional global call centre industry. You simply can't move millions of agents into a work-at-home model without massive disruption. Especially when call volumes in some industries are going through the roof," Fersht tweeted. Tech Mahindra chief strategy officer and head of growth Jagdish Mitra countered HFS observation. "Responding not just from TechM but from the industry..the speed at which the ecosystem responded is phenomenal," Mitra said. He added that the support from the government, IT industry body Nasscom and customers has been "been truly a phenomenal story of the rise to an unprecedented crisis" The HFS Research said that the coronavirus pandemic is exposing an outsourcing industry that has been widely unprepared for an event like this in many ways, and the contact centre BPO industry is no exception.
"India and the Philippines have become the examples of world-class service delivery centres, but sadly their infrastructure for moving their delivery to work-at-home environments is far from adequate, especially when there is no time to prepare for the transition," it said. The report backed firms that are using some specific products and questioned the infrastructure of the rest of the companies.
Nasscom President Debjani Ghosh backed Mitra. "Today we have 90 percent + employees working from home, with only critical staff on campus to ensure no disruption to clients'' business. With the help of Gov't, the industry has shown tremendous resilience in moving to the #WFH (work from home) model. India and Indian IT will emerge only stronger!" she said.
Posted by Veronica Silva Cusi, news correspondent
ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
Published: Wednesday, April 8, 2020
|1.)||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.
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|4.)||Cloud IT Services GmbH|
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.
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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...
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...
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.
|9.)||Cloud IT Services GmbH|
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.
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.
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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.
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.
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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.
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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.
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|15.)||Teckinfo Solutions Pvt. Ltd.|
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...
|16.)||Tru29 Outsource Solutions Inc.|
Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.
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:
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