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Industry Research : Customer Experience Emerges as 2020 Bright Spot: Consumers See Positive Shift in Service and Signal

#contactcenterworld, @Mitel

The results of new research from Mitel(R), a global provider in business communications, offer encouraging signs for CX and point to areas where IT decision-makers should prioritize improvements as they look beyond today’s challenging business environment. The research polled more than 4,000 consumers in the United States, United Kingdom, France and Germany to gauge the pandemic’s current impact on CX, anticipated effects, and identify opportunities for organizations to better meet customer expectations now and exceed them longer term.

CX has improved during COVID-19, according to 60 percent of consumers

While the demands on customer service operations and contact centers, particularly, have increased since the onset of COVID-19, many organizations appear to be adapting well. Six in 10 consumers have noticed and say they’ve seen positive shifts in CX. This suggests a healthy number of organizations do, in fact, view CX as an extension of the products or services they provide and are finding ways to deliver better CX, even in unpredictable times.

The research also validates that the foundations for good and bad CX are mostly universal with only slight regional differences. Among the top drivers equated with good CX: friendly, helpful, knowledgeable customer representatives (55%); responsiveness and fast service (45%); and communication that informs every step of the way (35%). Bad CX, on the other hand, stands in stark contrast. Consumers attribute bad CX to being transferred multiple times and having to repeat oneself over and over (48%); being placed on hold (46%); and having too many steps to navigate (35%).

"A strong takeaway from the research is that consumers feel organizations are responding positively, in terms of CX. When CX fails to hit the mark, an organizational or technology issue is at play. If there’s a customer-centric culture, contact center agents, for example, will make the best of what they have and find a way to delight customers," said Jon Arnold, Principal, J Arnold & Associates. "That said, many businesses are hampered by their current technology. Culture change to become customer-centric can take years. Organizations can help empower and accelerate that process by effectively implementing the right technology, and upgrades can be done quickly, especially with cloud-based offerings."

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Traditional communication channels still dominate, but use of digital options is growing

When asked which channels they typically use to engage with customer service, respondents cited telephone and email. Interestingly, the research reveals a gap between actual usage and preference for these channels, where preference appears lower and implies customers would rather use other channels if possible. In-person is the only channel where preference is, not surprisingly, higher than actual due to the current environment.

Unsurprisingly, over 40 percent of those surveyed also said their use of online customer services has increased this year; however, of that number, more than 70% said they will rely on digital options more going forward, validating general speculation that consumer and business trends are headed for a permanent shift in engagement behavior as a result of the pandemic. Whether their digital engagement with customer service rose or remained the same in 2020, nearly half of all respondents plan to increase their use of chatbots, virtual agents and self-service overall. Because many contact centers have been slow to support these capabilities, investment in these areas is warranted and will likely spur further use and preference.

Consumers credit retail with delivering the best CX

The survey additionally looked at which industries consumers interacted with most often before COVID-19 and whether that had changed. Those remained the same – retail, healthcare and personal care – with minimal drop-off in engagement. The only two verticals addressed in the survey with noticeable drop-off were hospitality and sports/entertainment, not unexpected given social distancing restrictions and consumers’ more cautious approach to spending.

Retail and healthcare also received the highest marks for best CX with retail enjoying a double-digit lead. Considering retail’s embrace of digital transformation and its natural fit with the online world, other industries like government, which ranked worst in CX, could stand to benefit from retail’s best practices around CX. Retail provides a helpful blueprint for combining the right mix of contact center technologies to enable customers to seamlessly engage with an organization using their preferred device and media. Retail’s adoption of artificial intelligence (AI) and predictive analytics is also worth modeling for creating deeper levels of personalization.

Why companies don’t provide great CX and what consumers want to see more of

While good CX is seldom due to a single attribute or driver, an enjoyable experience generally translates into increased overall satisfaction and customer loyalty, resulting in recommendations to family and friends and continued shopping or engagement with an organization. These outcomes also provide the rationale for ongoing investment in CX-related initiatives and technology. Arguably, there’s a steep price to pay for bad CX. Nearly half of consumers will stop using an organization’s services after a negative experience and 44% will complain to family and friends.

Perception is reality when it comes to CX. When organizations fall short, customers often assume several things: either the organization isn’t aware of how important CX is (36%); or that the organization doesn’t realize consumers frequently view CX as even more important than the product/service itself (34%), or that the organization is simply unwilling to provide great CX (29%).

As businesses evolve their CX practices and seek news ways to enhance experiences through technology, the data also offers a glimpse into what options customers would like to see more often. Nearly half agree tools need to be easier to use. More mobile apps, virtual services, such as telehealth, and video interactions are also preferred.

"The recent shift in customer perception around CX is highly encouraging. Businesses are demonstrating they view CX as a strategic differentiator and they’re wisely prioritizing customer service at a time when connections matter more than ever," said John Buszka, Executive Vice President of Customer Experience, Mitel. "The trick now becomes sustaining the momentum they’ve so carefully worked to build. By leveraging cloud communications, artificial intelligence, omnichannel capabilities and other advanced digital technologies and balancing them with the right level of human touch, they can continue to personalize the customer journey and deliver the kinds of exceptional experiences that keep customers coming back for more."

Methodology

The survey was conducted among 4,000+ consumers in the US, UK, Germany and France who use or have used customer services. The interviews were conducted online by Sapio Research in July 2020 using an email invitation and an online survey.

#contactcenterworld, @Mitel

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


About Mitel:
Company LogoMitel is a global provider of enterprise and small business communications solutions and services. The company focuses on blending powerful infrastructure with an intuitive human interface to deliver the benefits of voice, video and data convergence to the user. Mitel's broad portfolio of solutions provide advanced voice, video and data communications platforms, desktop phones and Internet appliances, intuitive applications for customer relationship management and mobility, messaging and multimedia collaboration.
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Today's Tip of the Day - Offer Voice As Well As Touch Tone (Part 2)

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

Published: Monday, November 16, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Cloud Contact Center Solutions

Page: 1234
1.) 
Premium Listing
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.

2.) 
Premium Listing
iNextrix Technologies

iCallify
iCallify: intelligent call center software is one of the most popular products offered by iNextrix. iCallify is developed using cutting edge technologies as well as the predictive sphere of artificial intelligence. This call center software has some intelligent features along with the standard features available in other call center solutions. Thus, it is truly an intelligent call center software solution.
This intelligent call center software is built to benefit all businesses, no matter what industry vertical they belong to. This call center software has features to empower different campaigns in different call centers and businesses.


3.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)

4.) 
Aculab

Aculab Cloud CPaaS
ACULAB Technologies is communication enabling company assisting our customers in all verticals with business and mission critical solutions to communicate securely and efficiently internally and for their customers and partners. We have a robust CPaaS (Communication Provider as a Service) supporting all methods of communications; sms, voice, data, etc. promoting fraud mitigation, improvement of identity and customer experience. We have a best of breed Voice & Face Recognition Biometrics Identity Solution and AMD- Answering Machine Detection. Key sectors are Contact Centre, IVR, Voice Broadcast, Conferencing, Healthcare, Finance, Insurance, Emergency Services and Defense/Government. www.aculab.com.

5.) 
Adversus Dialer

Adverus Dialer
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

6.) 
Alcor Consulting, Inc.

HoduCC/VoipCor
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.

7.) 
Allstream

Contact Center
Contact Center is a powerful tool that you can add to your unified communications (UC) solution to ensure you've always got the right resources available to both customers and employees, no matter the communication channel they're using — voice, email, web, chat or social.

Contact Center’s enhanced call routing and workforce management tools can help increase employee productivity. And with the advanced reporting and forecasting tools, you’ll be able to properly staff your contact center and enhance your customer experience.

It has everything you need to deliver superior customer and employee experience.

8.) 
Alvaria

Alvaria Cloud
Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.

9.) 
Alvaria

Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.

10.) 
Amtelco

Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

11.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

12.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

13.) 
Britannic Technologies

INBOX
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.

14.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers find the best possible solution for their business.
We represent the leaders for CCaaS, CPaaS, SD-WAN, SASE, SIP. We identify the best fit for our customers and help them manage the lifecycle of the customer engagement. We also have an excellent solution for mobile marketing and can raise call acceptance by more than 50% with a Next Generation caller ID for mobile phones.
We solve problems and give our customers time back to run their business. Give us a call we have world class expertise and resources that can help you build an exceptional customer experience.

15.) 
Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

Say...
(read more)

16.) 
CallShaper

CallShaper
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

17.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.

18.) 
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:

19.) 
Connex One

Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.

20.) 
Consilium Software

Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
(read more)
 
Page: 1234

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