Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Industry Research : Nearly Three-Quarters of Contact Centers that Moved to the Cloud Did So During the Pandemic

#contactcenterworld, @Calabrio

Calabrio, the customer experience intelligence company, uncovered new data regarding contact centers that shifted operations to the cloud during the pandemic.

In a study entitled State of the Contact Center 2021: Cloud is Here. What’s Next?, the company found that a majority of businesses that adopted cloud platforms in the last 12 months believe they are leveraging their cloud investments to their full potential. This includes using cloud-based platforms to enable a remote workforce, sharing critical information across teams more easily, and collaborating and managing agent productivity. The survey of 273 contact center leaders digs into the cloud’s full potential and identifies the next shift for the cloud-smart contact center.

Among all respondents, three-quarters of managers agreed that moving to a cloud-based infrastructure allows organizations to be more strategic and business-oriented, even throughout the pandemic. The pandemic was clearly a catalyst for cloud migration, as two-thirds of contact center migrations to the cloud – full or partial – occurred in the past year.

"In response to the pandemic, brands resorted to defensive strategies to survive. The migration to the cloud was a product of those strategies. However, now that contact centers have evolved and the industry looks to the future, companies are realizing they have a new weapon at their disposal. With cloud solutions integrated into their contact centers, brands can be more proactive, strategic and offensive-minded in 2021. While the migration to the cloud was meant to keep brands’ floors intact, cloud-based solutions will now allow them to push their ceilings higher than they imagined," said Tom Goodmanson, president and CEO of Calabrio.

Nearly three-quarters of contact centers in this study now use a partially or fully integrated cloud solution, yet half of respondents still feel limited by their current solution and are looking to introduce new or alternative cloud-based platforms that add value to their current architecture. This suggests that while many contact centers believe they are leveraging their cloud solution to its full potential, there is still room for just as many brands to grow.

Other key takeaways from the study show that the next phase of cloud transformation will enable companies to be more strategic, for example:

Growing Reliance on Analytics with an Openness to Artificial Intelligence (AI) – Half of contact center managers believe that moving to the cloud has improved their ability to use intelligent analytics to manage the business, including insights to support agent and customer interactions. Contact centers running in the cloud are also more likely to trust AI (75%) than their on-premises counterparts (61%).

Creating Employee Engagement – Today, 60% of contact centers believe the cloud has increased employee satisfaction and engagement within the organization. According to one manager, securely storing customer account data in the cloud has made it easier for employees to access information across the organization regardless of their location.

Ability to Innovate and Adopt New Tools – Contact center managers who have fully adopted cloud platforms are more open to trying new tools as they navigate their digital transformation. For example, 56% are more willing to try social tools, 55% are more willing to try business intelligence software, and 47% are more willing to try new chatbot technologies.

Seeing is Believing – For those that have transitioned to the cloud, the experience has created a positive outlook on the new technology and they are more likely to see the additional benefits of the cloud over those with on-premises solutions. For instance, over half of contact center managers with integrated cloud solutions believe they have positively impacted employee and customer data analysis.

Evan Kirstel, B2B technology thought leader concluded, "The benefits of the cloud contact center are so numerous that it is now impossible to overlook them. That is why more and more companies are adopting this model. Many are driven by the urgent need to embrace digital transformation, others a need to be more flexible to adapt to the post-pandemic landscape. A cloud platform is the most obvious choice in almost any circumstance. It provides higher security, improves efficiency, allows for faster business process optimization and supports digital transformation initiatives."

#contactcenterworld, @Calabrio

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


About Calabrio:
Company LogoCalabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Ask How Can I Help..

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

Published: Monday, April 5, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Telecoms

 
1.) 
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:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.
PH: 8448442989

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
PH: 213-943-2023
 

New 2021 Membership

About us - in 60 seconds!

Submit Event

Upcoming Events

Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...
 135 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =