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Industry Research : U.S. Enterprises Turn to Contact Center-as-a-Service Providers to Meet New Consumer Expectations

#contactcenterworld, @isg_news

Enterprises in the U.S. are looking to contact center-as-a-service providers to improve customer experiences, build brand loyalty and increase retention, according to a new report published today by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

The 2021 ISG Provider Lens™ Contact Center as a Service – CX Report for the U.S. sees companies seeking a seamless and efficient omnichannel service model, infused with the latest technology, to engage with customers, as more and more turn to digital channels for shopping, communication and purchases during the COVID-19 pandemic.

"During the pandemic, companies have been challenged to deliver the best customer experience with more personalization," said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. "Many enterprises have realized that turning to as-a-service offerings is one of the few routes open to them to be able to address their customers’ expectations, while managing costs and handling remote workforces."

Contact Center-as-a-Service (CCaaS) solutions deliver several benefits, the report says. They are easy to deploy and integrate with other applications and systems, and they offer high scalability and pricing flexibility. In addition, CCaaS solutions support multiple channels of communication, including voice, chat, email, social media, video and messaging apps, and they come with built-in AI, analytics and workforce management capabilities.

With all these functionalities in one solution, CCaaS is highly suitable for enterprises that want to deliver a high-quality customer experience with advanced technologies and the ability to integrate seamlessly with existing systems, the report says. It also makes remote working easier than legacy stack solutions with private network connectivity.

CCaaS providers have embraced several technological advancements to change the way customer service is delivered, the report adds. Cloud contact center solutions offer analytics and single-screen management functionalities, even when agents are working from home, enabling them to deliver highly personalized services that help increase customer satisfaction.

With the range of benefits that cloud contact centers bring to enterprises, more companies are moving to cloud platforms and are taking full advantage of the available technology stack, including AI and machine learning for redefining personalization, the report says.

These solutions also come with a suite of workforce management capabilities that provide supervisors with real-time insights about team performance. Features and tools include automated coaching, sentiment scoring, analytics for performance improvement, and gamifi­cation that provides performance comparisons and customized avatars to keep agents motivated and focused, even in remote settings.

The report also notes that the contact center industry in the U.S. has turned its attention toward the transition to remote and hybrid working models, typically cloud-based, with enhanced security requirements. The move toward remote or hybrid working has many providers rethinking their geographic or facility expansion strategies. A mix of brick-and-mortar and remote working models is expected to emerge as a new de-facto standard operating practice.

At the same time, CCaaS providers and customers have concerns over connectivity, background noise and security issues for remote agents. Providers have made significant investments to address these challenges.

The 2021 ISG Provider Lens™ Contact Center as a Service – CX Report for the U.S. evaluates the capabilities of 20 providers in one quadrant: Contact Center as a Service.

#contactcenterworld, @isg_news

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


About ISG-One:
Company LogoISG supports private and public sector organizations to transform and optimize their operational environments through research, benchmarking, consulting and managed services, with a focus on information technology, business process transformation, program management services and enterprise resource planning
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Today's Tip of the Day - Keep Cost In Perspective

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

Published: Monday, December 20, 2021

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2024 Buyers Guide Dialer Solutions

 
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.) 
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.) 
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.

4.) 
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.

5.) 
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.

6.) 
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!

7.) 
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)
 

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