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Customer Service Stories : Villain...Canadian Bank With Less Than 'Royal' Attitude

Just recently, I noticed that one of our corporate credit cards had been used fraudulently. When I dialed the 1-800 help line for my bank, I was met with many recorded options to select from their answering service. I chose the option to "report an unrecognizable transaction on your statement". I was then placed into a queue for about 20 minutes.

When I eventually spoke to a customer service agent, I explained my concerns and the situation, and was told that they would look into it, close the account, and requested us to cut up the card because a new card would be issued (which we received within 4 days).

A few days after receiving the new card, I checked the account online just to make sure that the account had been closed. To my surprise - it wasn't. So I called the same 1-800 number, where I was placed in the queue again for 25 minutes.


When the agent answered, I explained the whole story and mentioned what the last customer service person told me - that the account would be closed. I wanted to clarify that, from what I had seen online, the account still seemed to be open, yet the card number was different. I went on to question that, although we had a new credit card with a different card number, the account with the fraudulent transactions had remained the same, and was this correct - did all account numbers remain the same?

Simple enough question don't you think? Well, apparently not. He then went on to list all of the credit card numbers and their respective account numbers (which I already knew) and then carried on talking about stuff that was totally irrelevant to my question.

When the agent finished his ramblings, he asked me, "So what's the problem then?" To which I replied, "OK I'll just repeat my original question then". After going through more information with him, and explaining my situation again, he said to me, "I keep having to tell you this because it's obvious that you don't listen!"

This outburst left me in shock, and my only reaction was to ask him just who he thought he was talking to? As if his first comment wasn't bad enough, he yelled: "Someone who obviously can't listen!" and then just hung up on me!

Shocked and frustrated, I called back and, of course, waited in another queue for an additional 30 minutes this time, and eventually asked to speak to a manager. I asked the exact same question (although we had a new credit card with a different card number, the account with the fraudulent transactions had remained the same, and was this correct - did all account numbers remain the same?).

He replied simply with a 'Yes'. That was all I wanted to know from the very beginning, and the manager answered it with no problems at all.

One of the other frustrations I have with this company is, although from the outset of your call you are told that calls are recorded for the callers and company's benefit, the manager confirmed that they don't always record all calls - so I couldn't even ask him to pull up my previous call and use it for "training purposes"! I'm also still waiting for that apology letter I was promised by the manager I spoke to!

Do you have a customer service story that you'd like to tell? We want to hear it - good or bad! Send all contributions (in WORD format) to Content@ContactCenterWorld.com and we'll publish them in our Heroes & Villains section!

Today's Tip of the Day - What Type Of Relationship Do You Want?

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

Published: Wednesday, July 9, 2003

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2024 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.) 
Adversus Dialer

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

5.) 
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.

6.) 
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.

7.) 
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.

8.) 
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.

9.) 
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.

10.) 
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.

11.) 
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)

12.) 
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.

13.) 
Callnfax

Voice & Video Services at the Speed of Business
CallnFax offers global virtual telephone numbers with Flat-Rate pricing, A-Z termination service with full CNAM support, and full-featured video meeting solutions. CallnFax has been delivering reliable solutions since 2009, accompanied with personalized customer support, designed for Call Centers, Contact Centers, and Global Enterprise.

14.) 
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!

15.) 
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.

16.) 
ContactCenter4ALL

CC4Teams
Contact Center solutions; that is what we do! So we know, like no other, that integrating natively with Microsoft, making our solution available on the same screen is what your customer contact team needs. CC4Teams enhances Microsoft Teams with features and adds additional functionality to use Microsoft Teams as a complete Omni-ChannelContact Center solution.

For example, CC4Teams adds our proprietary drag and drop IVR (no code needed), ad-hoc or scheduled call recording, operator attendant, historical and real-time reporting (integrates with Microsoft PowerBi), wallboards, home workers, supervisor functionalities, and skilled based routing directly to Microsoft Teams.
The intuitive CC4...
(read more)

17.) 
Contaque

Contaque VERVE
Cloud or On-Premise? Elevate Customer Experience Either Way with Our Contact Center Solutions!

18.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

19.) 
Convoso

Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:

*Caller ID reputation
*Call flagging/blocking
*Low contact rates
*Limited insight into list performance
*Time wasted resetting lead lists
*Dropped calls
*Poor answering machine detection

Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.

20.) 
CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
 
Page: 1234

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