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News : transcosmos Begins Support Desk Service Operations for Home-based CC in Full Scale

#contactcenterworld, @transcosmos_pr

Tokyo, Japan, July 5, 2021 -- transcosmos inc. hereby announces that the company will begin full-scale operations of support desk services for home-based contact centers (CC) in June 2021, with the aim of further spreading the home-based CC service model. Given that the home-based CC model continues to show high business continuity capabilities under the prolonged COVID-19 crisis, transcosmos powerfully encourages businesses to make it a regular business model with high-level solutions that will solve the four challenges of the home-based CC model.

In light of bringing more diverse workstyle options, transcosmos has been driving the shift to home-based CC. Now that the COVID-19 pandemic has pushed the move all at once as an increasing number of businesses adapt the home-based model as one of their BCP measures so that they can continue their business operations under the current circumstances. In addition, recently, there is a noticeable rise in client needs for "making home-based CC a regular business model" by designing operational processes specifically for the home-based model, not as a BCP measure. This growing demand is backed by advantages that come with the model such as enabling businesses to have strong capabilities for business continuity, offering their employees work style options that meet the trends of the times, and having cost advantages.

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There are four challenges in making contact centers home-based, namely, "security," "call quality," "productivity," and home-agents' "sense of loneliness." In order to offer home-based CC services, it is essential to ensure "security" in the home-environment, maintain "call quality" and "productivity," and help agents cope with the "sense of loneliness" when working alone. To make it happen, it is critical to make a coordinated effort built on strong collective capabilities to treat each individual agent with care and communicate with them whilst keeping an eye on any warning sign of risks and troubles, and offering assistance immediately as needed, not to mention implementing necessary IT and digital solutions.

Support desk services specifically designed for home-based CC drive the move to full home-based CC

With the aim of solving the four challenges with higher functionality powered by its capabilities mentioned above, transcosmos will open and begin operating support desk services for home-based CC in full-scale in June by consolidating its support desk functions that have been spread across its contact centers. By making the support desk for home-based CC, transcosmos's team with a consolidated know-how of solving issues monitors "security" and related risks and resolves troubles such as "call quality" that have been causing both operational and mental strains both on supervisors and agents, thereby enabling them to focus on their "productivity." What's more, as a result of reduced work and mental burden, supervisors and agents can closely communicate with each other, thereby alleviating the home-agents' "sense of loneliness." All in all, the support desk services support making the home-based CC a regular model.

#contactcenterworld, @transcosmos_pr

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


About Transcosmos, Inc.:
Company LogoMaintaining multi-channel customer support via phone, fax, web and email can be a heavy burden for a company to bear. In addition to maintaining a high quality support system that takes advantage of transcosmos' 40 years of experience in various industries and business models, we can contribute to your company by promoting rapid automation and cost reductions. Further, by adding features such as outbound calling that expands sales, we aim for major positive innovations for your marketing strategy.
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Today's Tip of the Day - 5 Ways To Demotivate Staff

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

Published: Wednesday, July 7, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
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.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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