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Atif Mehmood
Contact Center & Retention Business Head
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Industry Research : Impact of External Events on Companies

We asked Executives: What impact have "external events" even had on your company, and how have you adapted your business?


India

"Exposure, sharing of best practices"

 
Crescens Agyeman Badu
Director Of Business Development
imextra-co
Ghana

"Contacts and connections which is bringing more business opportunities
knowledge sharing and best practices"

 
Iain Banks
Regional Vice President, International Markets
TTEC
United Kingdom

"We have seen a shift towards implementing a ‘hybrid-workforce’. In this workforce, people and machines combine strengths and compensate for one another’s limitations, enhancing the customer experience and creating a frictionless and seamless customer-centric journey. We are also seeing associates performing higher value, more complex tasks and increasing their focus on providing assisted service through more digitally primed self-service channel engagements, where required. As are result TTEC is focussed on offering a blend of talent and technology solutions that will provide a personal, more human experience and move from the world of providing mass service to true personalisation."

About TTEC

TTEC Holdings, Inc. (NASDAQ: TTEC) is a global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience. TTEC Digita... (read more)
 
Vipin Jethi
CEO
Agami Tech
India

"We launched our Multi-Channel CIM suite keeping in mind the Premise-based setup's majorly. Sooner than later we realized that we needed to have our own cloud setup ready. CAPEX to OPEX was a big shift in our GTM and we quickly adapted to this demand and not only created our Cloud model but also innovated further by also offering our Premise-based solution on OPEX model. The other thing which challenged us was that handling Multi-Channel interactions logically needed a unified view for monitoring and also an incident management workflow to be able to track the case/event till its closure. We today have an integrated Multi-Channel CIM platform with a Ticketing engine inbuilt catering to Phone, SMS, Emal, Social, Walkins and Chatbot/live chat"

About Agami Tech

Agami-Tech is an emerging provider offering innovative and business responsive solutions in the Customer Interaction and Unified Communication space. With more than 60 years of collective management t... (read more)
 

Today's Tip of the Day - Multi Contact

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

Published: Thursday, May 9, 2019

Printer Friendly Version Printer friendly version

2024 Buyers Guide Outsourced Contact Center Services

Page: 12
1.) 
Premium Listing
Ec3

Retention Outsource Services
Ec3 is an recognized boutique outsourcer based in Durban, South Africa. Focusing on client retentions, reactivations and cross-sales Ec3 has set the standard in outsourcingwith emphasis on guarding client data through rigorous systems and checks and balances.
Neutral English accents and only GMT+2 time zone means campaigns can be easily implemented worldwide. For quality standards, highest conversions and data integrity Ec3 has become the de facto standard for customer retentions through outbound voice, AVM and webchat.

2.) 
Premium Listing
Omnie Integrated Services

Omnie is driven by a mission to make premier customer service and leading technologies available to organizations of all sizes. Omnie’s North American-based brand ambassadors support voice, SMS, email, contact form, live chat and social media. For digital communications, Omnie offers both live chat and automated customer support, 24 hours/day. With clients in the United States, Canada, and Europe, Omnie provides customer service to brands all verticals including eCommerce, health & wellness and hospitality, tech, and travel.


3.) 
ABSI, LLC

ABSI is a Global Outsourced Contact Center Provider. We are headquartered in Nashville, TN where we maintain a network of 1000 Work-at-Home Agents. Our Brick and Mortar Corporate center can seat another 200 agents upon demand. We also offer Contact Center Services in Mexico (2 locations) and Nairobi, Kenya. Our agents are all fluent in English and we can also support Spanish, French and Arabic languages. Whether your need is Inbound/Outbound Voice, Text, Chat, Email or Social Media Management we can provide the customized solution you need. Lets discuss your unique needs and let you show you what we can do.

4.) 
AssisTT

Contact Center Services
End to end Contact Center Services provided in Turkey, including call center infrastructure and experience solutions.

5.) 
Bespoke International Group

Business Process Outsourcing
Bespoke International Group specialise in delivering Global Business Solutions that consistently create an outstanding customer experience

6.) 
Comvendo

Inbound, Outbound, Backoffice

7.) 
Connecta Center

- Prospecting, commercial appointments
- Collection
- Surveys
- Customer Care
- Technical Support

8.) 
ContactWorks

We specialize in all aspects of customer contact services:
• Customer Service
• Technical Support
• Employee Help Desk
• Customer Acquisition / Retention
• Order Processing / Administration
• Quality Monitoring
• Consulting

9.) 
Eckoh

Contact Centre Services
Our agents can supplement your existing contact centre by providing help with taking Secure Payment, donation requests, overflow and out-of-hours calls, IVR support, Web Chat and Social Media responses. We ensure your customer card data is completely secure, thanks to our PCI DSS compliant environment.

Unified Agent Desktop solution brings together disparate solutions into one user-friendly interface. It improves efficiency and enhances both the agent and customer experience.

10.) 
EMS

EMS provides a complete offering of customer support services:
Inbound/Outbound Abilities
Email/Text Solutions
Interactive Voice Response (IVR)
FAQ/Knowledge Base Maintenance
Live Chat
Preemptive Chat
Web Call Back/Co-Browsing Services
Social Networking
Forum Monitoring
Foreign Languages

Methods of communication and support can vary widely for each unique program. Different goals need to be addressed with different customer support strategies. Many of our clients take advantage of multiple support strategies to provide superior service for their end-users.

11.) 
Gatestone & Co.

Customer Contact Center and Business Process Outsourcing (BPO) Solutions.
Since 1978, Gatestone & Co. has been providing Customer Contact Center and Business Process Outsourcing (BPO) solutions to a variety of markets globally.

We offer fully-integrated multilingual Contact Center facilities operating 24/7 x 365, located in North America, Latin America and Asia. We have made tremendous investment in our technologies and process innovations to ensure all the right business outcomes while elevating customer satisfaction and brand loyalty.

12.) 
InfoCision

Over nearly 4 decades, InfoCision’s passion for performance and proven results have driven an evolution to become much more than a contact center. Leverage our contact center resources, or we can help your internal center become more efficient and effective.

We are interaction experts committed to delivering superior customer experience and KPIs, while simultaneously reducing overhead, increasing return on investment, saving time, and minimizing risk. Our people and technology help your brand thrive with 24-7-365 support (phone, chat, email, text, social media monitoring etc.), Level 1 PCI compliance, and a complete, customizable suite of enhancements for internal customer care organizat...
(read more)

13.) 
Invensis

Finance and Accounting Outsourcing Services

14.) 
Liveware Labs

Liveware Labs is an outsourcing company that builds outsourced teams in the Philippines to reduce operational costs and increase efficiency for companies.

We help you build your full-time, dedicated team in the Philippines, taking care of everything on the ground, while you retain full control of your team, including KPIs, quality, workflow and productivity. So not only do you enjoy significant cost savings (up to 70%), but you still get employees who work just for you, in your business, working towards your business-specific goals.

Further to this, we specialise in the travel industry. We have a deep passion for travel as our people are experienced, travel enthusiasts. That is why we...
(read more)

15.) 
MetroCall

MetroCall is a Contact Center located in Uruguay, with international presence, providing customized solutions and following the trends and needs of users

16.) 
OpsTalent

Multilingual Customer Support 24/7/365
Award-winning BPO providing multilingual customer service and technical support solutions.

With our people-first culture, we provide the teams your company needs to succeed and grow. Let OpsTalent do the hard work for you.

Our mission is your happy customer.

17.) 
Outcess

CONTACT CENTER OUTSOURCING
OUTCESS SOLUTIONS NIGERIA LIMITED is an integrated customer engagement and business process outsourcing company. We deliver innovative digital and cloud solutions that empower and optimize the performance of people, teams, and organizations.
We are a 100% wholly Nigerian owned venture and believe in the talent of our people in our over 17 years of operations serving the likes of MTN, Airtel, 9Mobile, Multichoice, Total, Mantrac, Nigeria Immigration Service, Nigeria Communications Commission, Guaranty Trust Bank, Fidelity Bank, Sterling Bank, Branch, Avon Medical Centre, AIICO Multishield insurance, Custodian and Allied Insurance, NTEL, Smile etc.
We currently operate a 1200-seat, 24/7, 365...
(read more)

18.) 
Peak Support

Customer Service That Scales With You

We take customer service, technical support, and back office tasks off your hands so you can avoid the expensive and unnecessary costs of hiring a full-time support team. With Peak Support, new agents can be added in as little as one week! Your customers will get the exceptional service they deserve, while you get to focus on what you do best

19.) 
Vads

One Stop Solutions for Contact Center
VADS Indonesia provides a contact center as a whole, both fully outsourced and managed services with various channels according to client needs. Provide inbound and outbound contact centers.
- Inbound contact centers such as Customer Service, Walk-In Center, and Service Desk
- Outbound contact centers such as Telesales, Telemarketing, Telesurvey, Teleretention, Telereminder, and Telecollection.

20.) 
Pusula Customer Experience

Pusula CC is a professional communication center that started its journey in 2011 with the vision of offering uninterrupted service, managerial efficiency, creating a unique customer experience.
With its experienced human resources, up-to-date technological infrastructure and innovative business models, it provides services to its customers and business partners beyond expectations.
Pusula CC, whose foundations were laid in 2009, has been operating in the human resource and communication sector since 2011 with its experience, know-how, tailor-made solution suggestions and professional management staff, and takes care to keep the quality of employment at the highest level. It is among the l...
(read more)
 
Page: 12

About us - in 60 seconds!

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Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
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