UK contact centre clients and operators are increasingly looking to nearshore locations (Scotland, Ireland and Northern Ireland), finding significant value in cultural affinity and time-zone similarity, the availability of a skilled talent pool, a low-risk profile and cost-savings.
The overall UK contact centre market - comprising contact centre outsourcing (CCO) services and services delivered by Global In-house Centres (GICs) - is large, accounting for GBP 12-15 billion, with in-house operations representing three-fourths of the contact centre spend.
The growth rate for the overall UK contact centre market was a marginal 2 percent for the 2011-2014 period, whereas the nearshore contact centre market grew at 8.5 percent. In the nearshore region, Scotland accounts for over half the share, followed by Ireland and Northern Ireland.
These results and other findings are explored in a recently published Everest Group report: "Cultural Affinity, Cost Savings, Coordinates – 3 C’s of Targeting UK Contact Centre Market."
This report provides an in-depth assessment of seven key cities in the nearshore region - Dublin, Cork and Limerick, Ireland; Glasgow and Edinburgh, Scotland; and Belfast and Londonderry/Derry, Northern Ireland. Key dimensions of the analysis include a market overview of the nearshore UK contact centre outsourcing services delivery industry as well as deep-dive assessments of the overall labour pool, operating costs, market activity, risk, and relative attractiveness of locations.
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"Our research identifies several valid reasons why UK companies are finding Scotland, Ireland and Northern Ireland so attractive," said Sakshi Garg, practise director at Everest Group. "First, the talent pool is strong, with well-qualified, multi-lingual graduates capable of delivering complex, high value services. Also, having a common culture and time zone means better relations with customers and ease of management. Finally, government support, tax incentives, cost arbitrage and stability make the nearshore business environment quite favourable in comparison to UK onshore and offshore options."
"The CCO market in the nearshore UK region is considerably more consolidated than the global CCO market, with five service providers dominating the market," explained Katrina Menzigian, vice president of Everest Group. "These providers deliver primarily voice-based services, which are quickly emerging as a competitive asset. We expect a growth rate of 5 percent this year as CCO providers in these locations add specialties in complex voice services, such as high-end sales support and value-added services such as customer retention services."
About Everest Group:
Everest Group is an advisor to business leaders on the next generation of global services with a worldwide reputation for helping Global 1000 firms dramatically improve their performance by optimizing their back- and middle-office business services. With a fact-based approach driving outcomes, Everest Group counsels organizations with complex challenges related to the use and delivery of global services in their pursuits to balance short-term needs with long-term goals.
Published: Monday, April 20, 2015
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
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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.
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
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 technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.
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InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)