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Industry Research : Half of the 16 Million Canadians Calling Government Call Centres Can't Get Through

#contactcenterworld

Half of the 16 million Canadians who tried to reach an actual agent when contacting a government call centre in 2017-18 could not get through, says a report released Tuesday by the Office of the Auditor General of Canada.

The report found millions of callers to three call centres — Employment Insurance, Canada Pension Plan and Old Age Security, and Immigration, Refugees and Citizenship Canada — could not reach an agent during the 2017-18 analysis period.

Callers were either redirected to an automated system or website, or told to call back later, the report said. Some simply hung up.

The auditor general found that 6.9 million callers weren't able to talk to a live person and over 1.3 million terminated their calls early.

Callers who did get through to a person had to wait 30 minutes or longer, exceeding some call centre wait times.

Needs of clients not always met, report says

Veterans Affairs call centres were also scrutinized, and the auditor found callers typically were able to reach an agent.

But the auditor still slammed the department for its wait times and for cancelling teletypewriter services for the hearing impaired "without first consulting with or telling veterans."

Many of the government's call centres did not have customer service-focused delivery models, the auditor general found.

"We found that Veterans Affairs Canada and Immigration, Refugees and Citizenship Canada did not always consider the needs of their clients when making decisions about call centre services," the report stated.

Immigration, Refugees and Citizenship Canada didn't have wait time targets; the report found that department had the longest average wait times of the call centres it examined.

"Without service standards, callers could not know what level of service they could expect from call centres, and the departments had no public commitments to meet," the report said.

Where standards existed, many weren't based on feedback from callers, the auditor found.

'Aging systems' plaguing call centres

The report also found plans to modernize federal call centres are behind schedule.

Five years after the federal government began modernizing over 221 centres, only eight have been completed.

The report found Shared Services Canada hadn't even finalized its plan for the remaining 213 call centres ahead of the 2020 deadline.

The report warns that upgrading the remaining call centres could take years, and centres could be plagued by "service interruptions or outages because of their aging systems."

Shared Services underestimated the cost and amount of work needed to modernize call centres, the auditor also found.

Call centre problems a relic of the Harper era?

At a news conference Tuesday afternoon, Minister of Families, Children and Social Development Jean-Yves Duclos acknowledged the government still has much work to do.

But Duclos slammed the previous government under Stephen Harper, accusing the Conservatives of neglecting the call centre system.

"Our government has done away with the negligence of the past government and will continue to improve services to all Canadians," Duclos said.

Michelle Rempel, an Alberta Conservative MP, rejected the government's attempts to attribute the problems to the Harper era.

Rempel said the Liberals should be taking responsibility for the problems with call centres and other issues the auditor general highlighted in the report.

"I cannot believe that six weeks left in Parliament after four years (in government) and they are coming out here and saying it is Stephen Harper's fault," Rempel said. "That's just patently ridiculous."

In a joint statement, Duclos and other ministers acknowledged the problems identified by the auditor general and said the government is taking steps:

- Employment and Social Development Canada is overhauling old technology and installing a new phone system.

- Immigration, Refugees and Citizenship will hire more call centre agents, expand their hours of operation, offer a call-back option and install a chat bot on social media channels to respond to questions.

- Veterans Affairs will restore the teletypewriter service for hearing-impaired clients.

Overall, the federal departments under scrutiny agreed with the recommendations in the auditor general's report.

The only department that isn't fully complying with the auditor's recommendations is Employment and Social Development Canada, which handles calls about Employment Insurance, the Canada Pension Plan and Old Age Security.

The department told auditors it will not track those who hang up before the 10 minute standard waiting time has passed.

Jean Goulet, a member of the AG's audit team, said all hang-ups should be counted.

"On that specific point we have a different view," Goulet said during a news conference. "Our view is based on industry standards."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.cbc.ca


Today's Tip of the Day - Games Trainers Play

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

Published: Monday, May 20, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Dialer Solutions

 
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.

2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
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.

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.) 
ComSys S.A.

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...
(read more)

6.) 
Consilium Software

Consilium UniCampaign™
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...
(read more)

7.) 
contactSPACE

contactSPACE
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.

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
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.

10.) 
Megacall

Megadialer
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.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration

11.) 
Noetica

SmartBound™
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.

12.) 
Nuxiba Technologies

CenterWare
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.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
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.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.) 
PrimoDialler

Predictive Dialler
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.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
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...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.) 
voiptime

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:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

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