Contact Centers .

• Contact Centers

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Avaya

1 Avaya Inc. /əˈvaɪ.ə/ is a privately held global provider of business communications and collaboration systems. The international headquarters is in Basking Ridge, New

Jersey, United States. The company supplies Contact Centers, networking

(routers, switches and other networking hardware), unified communications (UC), and video products (integrated hardware

and software) services.


Medallia Capabilities

1 Medallia offers a platform for survey, social, text, written and online

feedback. The software analyzes feedback from Facebook, Twitter, and

other major review sites (e.g., TripAdvisor) alongside solicited

feedback data from surveys and Contact Centers.


Marketing operations - Technology or Marketing Automation

1 CRM Customer Service Contact

Centers


Offshoring Research Network

1 The ORN project captures a wide range of business functions and processes, such as

information technology (IT), finance accounting, Call Centre|Contact Centers, human resources, legal services (Legal

Process Outsourcing|LPO), analytical and knowledge services (Knowledge process outsourcing|KPO), software development,

procurement, marketing and sales, engineering and new product development


Interactive Voice Response - Outsourcing vs. Contact Center automation

1 Contact Centers can be expensive to run, and are often seen as cost

centers; however, the ability to up-sell services and products to

customers can offset operational expenditure, and effectively reduce the average cost per call handled.



1 Methods of reducing Contact Center running costs include outsourcing and

automation. Outsourcing to other countries can reduce operational expenditure by as

much as 30%, however, differences in culture and language can prove problematic

for customers, whose dissatisfaction can lead to customer complaints and loss of

business. Also, it is more difficult to up-sell to customers from foreign Contact Centers.



1 The use of automation in the Contact Center promotes efficiency, allowing Contact Centers to be located in the

country from which the call is originated


Interactive Voice Response - Unified Communications in the SIP Contact Center

1 With the introduction of SIP Contact Centers, traditional barriers to automation are

breaking down


Interactive Voice Response - Interactive Messaging Response (IMR)

1 The introduction of Instant Messaging (IM) in Contact Centers is starting to take off


Interactive Voice Response - Hosted vs. on-premise IVR

1 With the introduction of Web services into the Contact Center, host integration

has been simplified, allowing IVR applications to be hosted remotely from

the Contact Center. This has meant hosted IVR applications using speech are now available to smaller Contact Centers

across the globe and has led to an expansion of ASP (Application Service

Providers).


Interactive Voice Response - Hosted vs. on-premise IVR

1 IVR applications can also be hosted in the public network, without Contact Center

integration. Services include public announcement messages and message

services for small business. It is also possible to deploy two-prong IVR services where the

initial IVR application is used to route the call to the appropriate Contact Center. This can be used to balance loading across multiple

Contact Centers or provide business continuity in the event of a system outage.


Natural Predictive Dialing - Benefits

1 Contact Centers that require a natural calling experience and wish

to also have the productivity benefits associated with predictive dialing can utilize this technology to obtain both

benefits.


Natural Predictive Dialing - Drawbacks

1 The only commercially available natural predictive dialer is provided

by a single vendor. Additionally, patents protecting the technology

make it more expensive than many other systems, such as those

available for free based on the Asterisk platform. Many Contact Centers and other organizations

don't necessarily need the https://store.theartofservice.com/the-contact-centers-toolkit.html

Virtual queue - FIFO|First In, First Out Queuing vs. Scheduled Queuing

1 Datebook-type scheduling systems allow customers to schedule

appointments for up to 7 days in the future. Contact Centers can block out

times that are unavailable for scheduling and limit the number of appointments available. Datebook systems also allow customers who reach your center after business

hours to schedule an appointment during normal operating times.


Computer telephony integration - History and main CTI technologies

1 Other well known CTI standards in the industry are JTAPI, TSAPI and Telephony Application Programming Interface|TAPI:

JTAPI, the Java Telephony API is promoted by Sun; TSAPI, originally promoted by the ATT (later Lucent then Avaya) and Novell, by far

the most adopted in large scale Contact Centers ; Microsoft pushed their own

initiative also, and thus TAPI was born, with support mostly from Windows applications.


SmartAction - History

1 The company's first practical application of this new AGI

technology is in automated virtual agents that answer and make calls

for Contact Centers.[http://www.speechtechmag.

com/Articles/News/Industry-News/Start-Up-SmartAction-Starts-with-IVR-

Release-52266.aspx Start-Up SmartAction Starts with IVR Release],

SpeechTechMag.com 2009-01-12https://store.theartofservice.com/the-contact-centers-toolkit.html

Empirix - Technology

1 Empirix adapted the Hammer test technology to provide on-going

monitoring for in-production Contact Centers, enterprise communications

systems as well as telecommunications, cable and

mobile operators. Empirix has more than 30 patents and patents-

pending.


Empirix - Publications and research

1 Empirix has published a book about testing and monitoring IMS subsystems and services entitled

“Ensuring a Quality IMS Experience: A Practical Guide to Testing and Monitoring IP Multimedia Subsystem

and Services.” In addition, the company has sponsored a DMG Consulting research study entitled,

“Business As Usual? A Benchmarking Study of Disaster Recovery and Business Continuity for Contact Centers.”[http://www.icmi.com/Resources/Articles/200

8/November/Business-As-Usual-A-Benchmarking-Study-of-Disaster-Recovery-and-Business-Continuity/

Benchmarking Study of Disaster Recovery and Business Continuity]


Telus - Telus International

1 Telus International has Contact Centers in the Philippines, the United

Kingdom, the United States (Nevada), Central America

(Guatemala and El Salvador), where it is known as Transactel powered by Telus, and Eastern Europe (Bulgaria and Romania), where it is known as

CallPoint Powered By Telus.


Speech analytics

1 Speech analytics in Contact Centers can be used to extract critical

business intelligence that would otherwise be lost


Speech analytics - Business value

1 Contact Centers record customer conversations but, the sheer number of recordings can exceed the ability

to review and analyze


Speech analytics - Business value

1 Speech analytics is designed with the business user in mind. It can provide automated trend analysis to show what’s happening in Contact

Centers. The solution can isolate the words and phrases used most frequently within a given

time period, as well as indicate whether usage is trending up or down. This information makes it easy for supervisors, analysts, and others in the organization to spot changes in consumer

behavior and take action to reduce call volumes—and increase customer satisfaction.


Avaya

1 The company supplies Contact Centre (business)|Contact Centers,

Computer network|networking (Router (computing)|routers, Network

switch|switches and other networking hardware), unified

communications (UC), and video products (integrated hardware and

software) services.


Medallia - Capabilities

1 Medallia offers a platform for survey, Social_media|social, text, written and

online feedback. The software analyzes feedback from Facebook,

Twitter, and other major review sites (e.g., TripAdvisor) alongside solicited

feedback data from surveys and Contact Centers.


Cincom Systems - 2000 to present

1 **Cincom Synchrony (2004), a customer experience management system for multi-channel Contact

Centers.


Genesys Telecommunications Laboratories - Acquisitions

1 * Angel.com (2013) – cloud-based IVR

and Contact Centers


GoToAssist - Technology and business development

1 GoToAssist was targeted to external-facing customer Contact Centers and internal-facing IT departments and

help desks


Nordstrom - 1970s–90s

1 Nordstrom.com's fulfillment and contact centers are located in Cedar Rapids, Iowa|Cedar Rapids, Iowa and

Seattle, Washington


A.T. Kearney - Global Business Policy Council

1 **Global Services Location Index: The analysis and ranking of the top 50 countries worldwide as the best

destinations for outsourcing activities, including IT services and support, contact centers and back-

office support


Relationship management - CRM in customer contact centers

1 The CRM software is installed in the contact centers, and help direct customers to the

right agent or self-empowered knowledge.SAP Insider (15 November 2007) [http://www.sdn.sap.com/irj/scn/go/portal/pr

troot/docs/library/uuid/e044e180-8375-2a10-a2b2-b5709ea68ccb Still Struggling to

Reduce Call Center Costs Without Losing Customers?] CRM software can also be used to identify and reward loyal customers over

a period of time.https://store.theartofservice.com/the-contact-centers-toolkit.html

LogMeIn - Products

1 * 'LogMeIn Rescue' – remote support (help desk) web application used by large contact centers and help desks for diagnosing and troubleshooting

computers, smartphones and tablets


Haryana - Service industries

1 Faridabad Gurgaon has seen emergence of an active information technology industry in

the recent years. A number of large international companies have their Indian

headquarters or branch offices and contact centers in Faridabad Gurgaon, including Damco Solutions, Abacus Softech Nokia Solutions Networks, Mitsubishi Electric, General Electric, IBM, Huawei, and Tata

Consultancy Services Amdocs Ltd.Khetan, Livin Blindes


Cost center (business)

1 A cost center is part of an organization that does not produce direct profit and adds to the cost of

running a company. Examples of cost centers include research and development departments,

marketing departments, help desks and customer service/contact

centers.


Noisy text analytics

1 Such text can be seen in large amounts in contact centre

(business)|contact centers, chat rooms, optical character recognition

(OCR) of text documents, short message service (SMS) text, etc


Noisy text analytics - Possible source of noisy text

1 * Contact centre (business)|Contact centers: This is a general term for help desks, information lines and

customer service centers operating in domains ranging from computer sales and support to mobile phones

to apparels


IVR - Outsourcing vs. contact center automation

1 Also, it is more difficult to up-sell to customers from foreign contact centers.


IVR - Outsourcing vs. contact center automation

1 The use of automation in the contact center promotes efficiency, allowing contact centers to be located in the

country from which the call is originated


List of companies of the Philippines - Business support services

1 * ePLDT Ventus (SPi CRM), contact

centers


Teleperformance

1 The company operates about 135,000 computerized workstations, with more than 175,000 employees

across 270 contact centers in 62 countries


Teleperformance - Timeline

1 ;1996–1998: Asia-Pacific contact centers were developed, with

operations set up in the Philippines, Singapore, and South Korea. The

Group was significantly expanded in Europe through numerous

acquisitions and company start-ups in Switzerland, Norway, Denmark,

Greece, Spain, the Netherlands and Finland.


Teleperformance - Timeline

1 ;2003: SR.Teleperformance became the world’s #2 contact center

outsourcer in terms of revenues. Faced with pressure on costs, the

company offered offshoring|offshore centers and automated services.

SR.Teleperformance launched business transformation solutions aimed at in-house contact centers.


Convergys - History

1 Convergys has approximately 89,000 employees in 70 customer contact centers and

other facilities in India (New Delhi, Gurgaon, Pune, Thane, Hyderabad, India|Hyderabad, and Bangalore), the Philippines (Manila, Cebu City, Davao City, Baguio City, Santa Rosa, Laguna|

Santa Rosa, Naga, Camarines Sur|Naga City and Bacolod), Vietnam, Indonesia, United States, Canada, Costa Rica, Honduras (Altia Business Park, San Pedro Sula), South America, Europe,

the Middle East, Africa, and Asia.


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