About Talkdesk. For more information, visit TRY TALKDESK FOR FREE // 2. The comprehensive guide to co-sourcing call center agents

Size: px
Start display at page:

Download "About Talkdesk. For more information, visit www.talkdesk.com. TRY TALKDESK FOR FREE // 2. The comprehensive guide to co-sourcing call center agents"

Transcription

1

2 About Talkdesk Talkdesk is easy-to-use, cloud-based call center software that helps growing businesses provide excellent customer service with phone support. Talkdesk makes it possible to have real time, personalized conversations with customers, without hardware, coding or downloads - all that is needed is a computer and an Internet connection. With Talkdesk, companies can have a call center up-and-running in minutes and have access to robust call center functionality including IVR, skills-based routing, call conferencing, comprehensive reporting, all in an intuitive web-based interface. Integrations with top business tools and CRM systems, such as Salesforce, Desk.com and Zendesk, make customer data easily accessible, so agents never have to wade through endless systems to provide superior service. For more information, visit TRY TALKDESK FOR FREE // 2

3 // table of contents // INTRODUCTION // // Call Center Co-Sourcing Use Cases // // Advantages of Call Center Co-Sourcing // // 8 Must-Have Tools for Your Co-Sourced Call Center Workforce // 14 CONCLUSION // 23 // 3

4 // INTRODUCTION // Call center co-souring is when a company contracts an external service provider to handle some of their calls. The remaining calls are handled by in-house agents. The external service provider oversees the entire call center operation for which they were contracted. They handle recruiting, hiring, training, staffing and managing of their call center agents as well as the day-to-day operations. // 4

5 01 // CALL CENTER CO-SOURCING USE CASES Here are the 4 main use cases for call center co-sourcing: 1. OVERFLOW External service providers can be contracted to only answer overflow calls. This can be extremely helpful for when companies are understaffed, launched a new product, started a new promotion and/or had a significant product recall/bug/known issue. It is also helpful for companies that would like to reduce hold times and abandonment rates or increase service quality during periods of high call volume. There are two basic types of co-sourcing for overflow calls: // 5

6 » SUBCONTRACTING THE BASE The company routes a certain number of calls to the external service provider. Once that number is reached, the remaining calls are handled by in-house agents.» SUBCONTRACTING THE FLUCTUATION The company answers a certain number of calls and the remaining calls (the overflow) are routed to the external service provider. SOURCE: https://faculty.fuqua.duke.edu/~fdv1/bio/out31_10_04.pdf Both types of co-sourcing can be an effective solution to a costly problem. // 6

7 2. AFTER-HOURS CALLS External service providers can be contracted to answer all calls when in-house agents are not available. The external service provider can be used to answer calls during nights and weekends, holidays, all-staff meetings or trainings. This is an excellent way to expand service hours to 24/7. 3. DISASTER RECOVERY External call center providers are an excellent tool to ensure business continuity in the event of an emergency. When servers go down, agents can t access the office due to a natural disaster, during power outages or when call center software fails, the external service provider can start fielding calls immediately. It can mean the difference between thriving and dying when disaster strikes. // 7

8 4. HANDLING SPECIALIZED CALLS Companies often opt to outsource specific business teams (i.e. IT department) rather than hire a specialized team of agents to field these types of calls. One strategy that these companies employ is that they maintain tight control over vital business functions and co-source less important business functions to an external service provider. Call center co-sourcing is a cost-effective tool to handle overflow calls, provide 24/7 support, maintain a backup call center in the event of an emergency or contract out a specialized department. It is a great solution to optimize call center efficiency, reliability and effectiveness. // 8

9 02 // ADVANTAGES OF CALL CENTER CO-SOURCING The aforementioned use cases touch on some of the advantages that co-sourcing call center agents can bring. Below are the top 7 advantages of co-sourcing a call center workforce: 1. REDUCED COSTS Co-sourcing can be a more cost-effective solution to hiring and maintaining an entire call center workforce in-house. It reduces costs associated with staffing a segment of call center agents as the external service provider handles their own agents. It also reduces infrastructure and overhead costs as external service providers utilize their own call center software, servers and telephony. Finally, it turns a significant fixed cost into a variable cost: skilled labor is there when you need it, // 9

10 and not costing you a pretty penny when you don t. Taken together, these can add up to huge savings and significantly improve your bottom line. 2. IMPROVES CALL QUALITY DURING PEAK HOURS Having a staff of excellently trained and knowledgeable off-premise call center agents that can handle calls within a moment s notice can significantly improve service quality during peak hours. Overflow calls can be routed to them, reducing wait times and customer frustration. Additionally, both your in-house agents as well as your outsourced agents won t feel rushed when talking with customers during peak hours as they know there are plenty of qualified agents to field all of the calls that come in. This will dramatically improve the quality of customer service and decrease wait times during peak hours. // 10

11 3. DECREASE CALL ABANDONMENT When you contract out your overflow calls to an external service provider, long wait times and high caller abandonment rates will be a thing of the past. Every call will be answered in a timely fashion and your customers will love the expedited service. Never again let a customer slip through the cracks or lose them to long wait times. 4. INCREASE SERVICE LEVELS If service level is a metric you are looking to improve, co-sourcing your call center workforce may be the solution you need. When call volume increases and service level is declining, you can outsource the overflow calls to contracted agents. This will decrease wait time and increase service level. // 11

12 5. 24/7/365 SUPPORT FOR A FRACTION OF THE PRICE Hiring an external service provider to handle calls when your in-house agents aren t working can be an excellent way to provide round the clock service, without having to maintain a 24/7 workforce of in-house agents. External service providers can answer calls after business hours, on the weekends and during holidays. Your staff will appreciate the standard schedule and your customers will love the dedicated service. 6. ENSURE BUSINESS CONTINUITY Hiring an external service provider to handle calls when your call center software goes down, in the event of a disaster or emergency and your in-house agents can t make it into the office, when there is a power outage or when your computers go down can be a cost-effective solution to ensure business continuity. Never again lose a call due to factors that are beyond your control or that you didn t anticipate. // 12

13 7. INCREASE CUSTOMER SATISFACTION When you co-source your call center workforce, your agents will be able to more effectively handle peak call volume and can spend more time meeting the customer s needs. You will also lose fewer customers to call abandonment due to long waiting queues and declining service levels. Shorter wait times and better customer service translates into more satisfied customers. Co-sourcing can be an extremely effective tactic to enhance customer service, increase efficiency and reduce risk without sacrificing your bottom line. It could be exactly what you need to propel your company ahead of the competition. // 13

14 03 // 8 MUST-HAVE TOOLS FOR YOUR CO-SOURCED CALL CENTER WORKFORCE Dividing your call center workforce based on a co-souring model can be extremely advantageous if you have the rights tools, practices and workflow in place. Below is a list of the top 8 must-have tools for your co-sourced call center workforce: 1. IVR The most important tool that any company with a co-sourced workforce of call center agents can have is an IVR. This will allow you to route specific calls to specific agents (i.e. tech calls to technical support agents and after-hours calls to after-hours agents) without having to hire a secretary or call center agents to handle the routing of calls. It will also ensure that no call fall through the cracks and callers // 14

15 are always routed to the right agent, helping to increase first call resolution. It can be the most important tool in your call center co-sourcing toolkit. 2. BROWSER-BASED CALL CENTER SOFTWARE Equipping both your on-premise and off-site agents with the same browser-based call center software is incredibly important. It will ensure that all of your agents are using the same technology and telephony and that call quality is excellent, no matter where they are located. It will also facilitate a seamless customer experience as your agents will easily be able to transfer calls to both in-house and off-site agents. Finally, working from the same call center platform will increase collaboration and teamwork as all agents will have access to the same up-to-date information about the caller. These are incredible benefits that are often overlooked when considering outsourcing agents to a service provider that utilizes a different call center software or hardware from your in-house team. // 15

16 3. COMPREHENSIVE METRICS Ensuring that both your in-house team and outsourced team of call center agents are performing optimally requires comprehensive metrics. Providing your team with an agent dashboard that displays real-time metrics like service level, number of calls in queue, average hold // 16

17 time, etc. will allow them to improve their performance with minimal management feedback. Providing your managers with real-time and historical data will allow them to make data-driven decisions based on comprehensive information from all agents. This is an essential tool for managing a team of dispersed agents. // 17

18 4. CALL MONITORING, WHISPER COACHING AND CALL BARGING Three must-have features for any management team looking to increase the performance of their dispersed call center workforce are call monitoring, whisper coaching and call barging. Call monitoring allows a manager to listen to a live call without the agent or the caller knowing. This is helpful when monitoring for quality assurance and training purposes. Whisper coaching allows a manager to coach the agent through the call, without the caller knowing. // 18

19 This is helpful when training new agents, or helping more seasoned agents through a difficult call. Call barging allows the manager to listen in on calls without the agent or caller knowing and then barge in when the agent is struggling or the caller asks to speak with a manager. All three features are critical when managing a dispersed workforce of call center agents. 5. CALL CONFERENCING Call conferencing is a helpful feature that will improve team collaboration as well as first call resolution. When an agent is struggling or would like the help of an agent from a different department, they can conference in the agent (no matter where they are located) without having to transfer the call. This increases service quality and improves first contact resolution. // 19

20 6. CALL RECORDING Managers aiming to increase service quality and agent performance of both remote and on-site call center agents will find that it is impossible without call recording. This feature will allow them to keep a close eye on each agent, regardless of whether or not they work from the same office or time zone. Managers can listen to recorded call when it is most convenient for them and provide feedback to their team accordingly. 7. REAL-TIME UPDATES TO CALL CENTER CRM Managing a team of dispersed call center agents and keeping them all on the same page can be a daunting task. But it doesn t have to be. Equipping all of your agents with browser-based call center software that has a built-in CRM and real-time updates will make this job easier. This will allow your agents to access real-time information about the caller, make changes to their information in the CRM and keep their entire team on // 20

21 the same page without any additional work (i.e. sending out a companywide , updating the last agent they spoke with, etc.). This simple feature will go a long way to keeping your dispersed agents working seamlessly. 8. INTEGRATED BUSINESS TOOLS Knowing exactly who is calling, why they called in the past (i.e. their previous tickets, cases, events and issues from all integrated business tools) and exactly who they spoke to is crucial for call center agents that don t work in the same office and can t talk amongst themselves. Call center software that provides this information in real-time, as the phone rings, will dramatically improve the capabilities and performance of both your on-premise and off-site agents. The agents can use this information to provide amazing service and your customers will love the results. Integrated business tools will also improve efficiency, as call center agents won t have to update multiple business tools with the same information. Change how your team conducts business over the phone with this powerful software. // 21

22 The 8 aforementioned features and tools are essential for any company that is thinking about outsourcing part of their call center workforce. They will allow your dispersed team to easily collaborate, communicate and stay on the same page. They will also increase your management team s effectiveness and allow them to provide the same managerial oversight as they do with on-premise agents. With these features, your team will be more effective and efficient and you won t have to sacrifice quality or control over business practices when aiming to reduce costs. They make the decision to co-source some of your call center workforce easy and once you do, the results will be profound. // 22

23 // CONCLUSION // Call center co-sourcing, when a company has some call center agents working in-house and some working for an external service provider, can be a lower risk alternative to outsourcing and more cost-effective than maintaining an entire in-house workforce of call center agents. With the proper tools and the right team, it can be an amazing workforce strategy with awesome results. // 23

24 // REFERENCES // [01] Zhou, Y. & J. Ren. (2010). Service outsourcing. University of Washington. // 24

25 About Talkdesk Talkdesk is easy-to-use, cloud-based call center software that helps growing businesses provide excellent customer service with phone support. Talkdesk makes it possible to have real time, personalized conversations with customers, without hardware, coding or downloads - all that is needed is a computer and an Internet connection. With Talkdesk, companies can have a call center up-and-running in minutes and have access to robust call center functionality including IVR, skills-based routing, call conferencing, comprehensive reporting, all in an intuitive web-based interface. Integrations with top business tools and CRM systems, such as Salesforce, Desk.com and Zendesk, make customer data easily accessible, so agents never have to wade through endless systems to provide superior service. For more information, visit TRY TALKDESK FOR FREE // 25

26

About Talkdesk. // 7 Advantages of Call Center Co-Sourcing

About Talkdesk. // 7 Advantages of Call Center Co-Sourcing About Talkdesk Talkdesk is easy-to-use, cloud-based call center software that helps growing businesses provide excellent customer service with phone support. Talkdesk makes it possible to have real time,

More information

About Talkdesk. 10 KPIs That Affect Customer Satisfaction With Call Center Service 2

About Talkdesk. 10 KPIs That Affect Customer Satisfaction With Call Center Service 2 10 KPIs That Affect Customer Satisfaction With Call Center Service 2 About Talkdesk Talkdesk is easy-to-use, cloud-based call center software that helps growing businesses provide excellent customer service

More information

About Talkdesk. For more information, visit www.talkdesk.com. TRY TALKDESK FOR FREE // 2. Why SaaS companies should use the phone for support

About Talkdesk. For more information, visit www.talkdesk.com. TRY TALKDESK FOR FREE // 2. Why SaaS companies should use the phone for support About Talkdesk Talkdesk is easy-to-use, cloud-based call center software that helps growing businesses provide excellent customer service with phone support. Talkdesk makes it possible to have real time,

More information

Sign Up. Numbers. Buy. Agents. Add. How to Create a Call Center in 5 Minutes with Talkdesk. Configure. Routing. Calls. Make

Sign Up. Numbers. Buy. Agents. Add. How to Create a Call Center in 5 Minutes with Talkdesk. Configure. Routing. Calls. Make Sign Up Buy Numbers Add Agents How to Create a Call Center in 5 Minutes with Talkdesk Configure Routing Make Calls How to Create a Call Center in 5 Minutes with Talkdesk Table of Contents Introduction

More information

About Talkdesk. // 6 New Call Center Trends You Should Take Advantage of Now

About Talkdesk. // 6 New Call Center Trends You Should Take Advantage of Now About Talkdesk Talkdesk is easy-to-use, cloud-based call center software that helps growing businesses provide excellent customer service with phone support. Talkdesk makes it possible to have real time,

More information

About Talkdesk. // Everything you need to know about do not call lists

About Talkdesk. // Everything you need to know about do not call lists About Talkdesk Talkdesk is easy-to-use, cloud-based call center software that helps growing businesses provide excellent customer service with phone support. Talkdesk makes it possible to have real time,

More information

Improve customer experience with your call center

Improve customer experience with your call center Improve customer experience with your call center 1 Table of Contents Welcome to the Age of the Unloyal Customer Superior Service Is More Difficult Than It Looks Segmented customer touchpoints Who is responsible

More information

Everything you need to know about phone greetings and messages

Everything you need to know about phone greetings and messages About Talkdesk Talkdesk is easy-to-use, cloud-based call center software that helps growing businesses provide excellent customer service with phone support. Talkdesk makes it possible to have real time,

More information

Everything you need to know about call center service level. talkdesk www.talkdesk.com // 2

Everything you need to know about call center service level. talkdesk www.talkdesk.com // 2 // 2 // table of contents // INTRODUCTION // 04 01 // Selecting a Service Level Objective // 08 02 // Calculating Service Level // 17 03 // Causes of Low Service Level // 26 04 // How to Enhance Service

More information

About Talkdesk. // How to Build a Professional Referral Program

About Talkdesk. // How to Build a Professional Referral Program Ebook by About Talkdesk Talkdesk is easy-to-use, cloud-based call center software that helps growing businesses provide excellent customer service with phone support. Talkdesk makes it possible to have

More information

CONTACT CENTER SOLUTIONS

CONTACT CENTER SOLUTIONS BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset

More information

Mitel MiContact Center Enterprise & Business

Mitel MiContact Center Enterprise & Business Mitel MiContact Center Enterprise & Business For The MiVoice Business Platform Strengthen customer relationships while protecting the bottom line Your contact center is the primary interface to your organization,

More information

The leading provider of on-demand call center and IVR solutions

The leading provider of on-demand call center and IVR solutions Celebrated by Experts Recommended by Critics Praised by Customers The leading provider of on-demand call center and IVR solutions Embraced by IT Technology. Leadership. Success. Angel.com is the market

More information

How to choose the best CRM implementation partner for your call center

How to choose the best CRM implementation partner for your call center WHITE PAPER How to choose the best CRM implementation partner for your call center Top benefits and technology considerations for selecting the CRM that matches your needs INTRODUCTION In the era of multi-channel

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization for your most valuable asset

More information

Contact Center Solutions

Contact Center Solutions 1098_5394-Contact_Centre_Solutions_newlook:Layout 1 1/11/10 10:53 AM Page 1 OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center

More information

syntec.co.uk Cloud services for efficiency & customer service

syntec.co.uk Cloud services for efficiency & customer service Cloud services for efficiency & customer service Syntec offers a comprehensive suite of services which enable you to manage all aspects of your contact centre efficiently and cost effectively. The reliable,

More information

The Evolved Call Center

The Evolved Call Center The Evolved Call Center The Evolved Call Center is designed to provide contact centers of any size with access to a broad range of features, increased scalability and fleibility, and deep insight into

More information

Delivering Customer Delight... One Field Agent at a Time!

Delivering Customer Delight... One Field Agent at a Time! Delivering Customer Delight... One Field Agent at a Time! BORN for Field Service Management FieldOne Sky - Enterprise Field Management Solutions The most advanced, comprehensive and adaptable enterprise

More information

Legal Services. Solutions

Legal Services. Solutions Legal Services Solutions Making a case for more efficient business communications Legal services providers have unique, dynamic requirements that demand more than a one size fits all approach to business

More information

The Evolved Call Center

The Evolved Call Center The Evolved Call Center The Evolved Call Center is designed to provide contact centers of all sizes with access to a broad range of features, with increased scalability and flexibility delivered in an

More information

Switchvox for Education Digium s award-winning Switchvox UC system has been providing robust and easy-to-use features to schools for years.

Switchvox for Education Digium s award-winning Switchvox UC system has been providing robust and easy-to-use features to schools for years. Switchvox for Education Digium s award-winning Switchvox UC system has been providing robust and easy-to-use features to schools for years. Switchvox is the best phone system for schools. The quality of

More information

1183 Finch Ave W # 204 North York, Ontario M3J 2G2 Tel: 647-795-8182 Fax: 416-763- 1200 Tol Free: 1-844-617-1487 email: mail@ansr4me.

1183 Finch Ave W # 204 North York, Ontario M3J 2G2 Tel: 647-795-8182 Fax: 416-763- 1200 Tol Free: 1-844-617-1487 email: mail@ansr4me. 1183 Finch Ave W # 204 North York, Ontario M3J 2G2 Tel: 647-795-8182 Fax: 416-763- 1200 Tol Free: 1-844-617-1487 email: mail@ansr4me.com Virtual Assistant Show your clients you re ready to do business.

More information

Levelling the Playing Field

Levelling the Playing Field ROGERS WHITE PAPER 1 Rev. May 2011 page 2 2 TABLE OF CONTENTS Introduction 3 Small Business Telephony Options 4 Basic Phone Service 4 Traditional PBX and Key Systems 4 Digital Services Business Cable and

More information

The Outsourced IT Hiring Guide

The Outsourced IT Hiring Guide The Outsourced IT Hiring Guide 8 Steps to Help You Find Your Perfect Tech brought to you by 1) Maintenance vs. Issue Resolution Know the difference. With regularly scheduled maintenance, you ll experience

More information

Whitepaper WHY VOICE IN THE CLOUD

Whitepaper WHY VOICE IN THE CLOUD WHY VOICE IN THE CLOUD Why Voice in the Cloud 2 TABLE OF CONTENTS Introduction... 3 Lower Cost... 4 MINIMAL CAPITAL REQUIREMENTS... 4 COMMODITY EQUIPMENT... 4 HIGHER RESOURCE UTILIZATION... 4 PREDICTABLE

More information

The Virtual Contact Center

The Virtual Contact Center The Virtual Contact Center Your Essential Guide to Selecting, Designing and Implementing a Virtual Contact Center to Transform Your Customer Experience 1 INTRODUCTION 2 VIRTUAL CONTACT CENTER NEEDS ASSESSMENT

More information

A Gu ide to ADAPTIVE SELLING. for Call Centers SALES

A Gu ide to ADAPTIVE SELLING. for Call Centers SALES A Gu ide to ADAPTIVE SELLING for Call Centers SALES About Talkdesk Talkdesk is easy-to-use, cloud-based call center software that helps growing businesses provide excellent customer service with phone

More information

// table of contents //

// table of contents // // A Guide to the Talkdesk and Desk.com Integration // table of contents // 01 // Overview & Advantages of the Talkdesk and Desk.com Integration // 04 02 // 6 Ways to Use the Talkdesk Desk.com Integration

More information

New World of Customer Expectations

New World of Customer Expectations New World of Customer Expectations The Agile Enterprise The Agile Enterprise Jerry Gregoire, the CIO of Dell Computers, said it best Customer Service is the next competitive battleground. We have entered

More information

For the MiVoice Business Platform

For the MiVoice Business Platform brochure MITEL MiCONTACT Center Enterprise & Business For the MiVoice Business Platform STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface

More information

About Talkdesk. For more information, visit www.talkdesk.com. TRY TALKDESK FOR FREE

About Talkdesk. For more information, visit www.talkdesk.com. TRY TALKDESK FOR FREE About Talkdesk Talkdesk is easy-to-use, cloud-based call center software that helps growing businesses provide excellent customer service with phone support. Talkdesk makes it possible to have real time,

More information

Five Hosted VoIP Features

Five Hosted VoIP Features Five Hosted VoIP Features WHITEPAPER: switching to HOSTED VOICE www.megapath.com advantages of hosted voice Hosted Voice, also known as Hosted VoIP, allows your business to make phone calls using the same

More information

ATS. The. The Staffing Agency s Guide to Buying an Applicant Tracking System

ATS. The. The Staffing Agency s Guide to Buying an Applicant Tracking System ATS The Advantage: The Staffing Agency s Guide to Buying an Applicant Tracking System 87 % of North American recruiting professionals agree that using ATS/CRM technology is important to the success of

More information

Call Center in a Box. Contact Center Optimization Transcom North America / Asia. Presented by:

Call Center in a Box. Contact Center Optimization Transcom North America / Asia. Presented by: Contact Center Optimization Transcom North America / Asia Call Center in a Box Presented by: Daniel Willis Business Development Manager - Marketing Transcom North America / Asia 80 King Street St. Catharines,

More information

Enterprise Automatic Call Distribution

Enterprise Automatic Call Distribution DATA SHEET MITEL Enterprise Automatic Call Distribution Powerful and Scalable Virtual ACD Solution Ensuring the Business Continuity Enterprises Expect The Mitel Automatic Call Distribution platform offers

More information

Whitepaper WHY MOVE VOICE TO THE CLOUD

Whitepaper WHY MOVE VOICE TO THE CLOUD WHY MOVE VOICE TO THE CLOUD Why Move Voice to the Cloud 2 Table of Contents Introduction... 3 Lower Cost... 4 MINIMAL CAPITAL REQUIREMENTS... 4 COMMODITY EQUIPMENT... 4 HIGHER RESOURCE UTILIZATION... 4

More information

Guide by. A Guide to the Talkdesk and MAGENTO. Integration. Advantages / How to use / Activate and setup the integration / more...

Guide by. A Guide to the Talkdesk and MAGENTO. Integration. Advantages / How to use / Activate and setup the integration / more... Guide by A Guide to the Talkdesk and MAGENTO Integration Advantages / How to use / Activate and setup the integration / more... // A Guide to the Talkdesk and Magento Integration integration // table of

More information

Providing excellence in outsourced customer support

Providing excellence in outsourced customer support Providing excellence in outsourced customer support Content 3 4 5 6 7 8 9 10 About Frontline Call Center What sets us apart Your call center solutions Inbound & outbound services High performance CSR s

More information

// table of contents //

// table of contents // // A Guide to the Talkdesk and Freshdesk Integration // table of contents // 01 // Overview & Advantages of the Talkdesk and Freshdesk Integration // 04 02 // 6 Ways to Use the Talkdesk Freshdesk Integration

More information

Setting Up Talkdesk: A QUICK START GUIDE FOR ADMINS

Setting Up Talkdesk: A QUICK START GUIDE FOR ADMINS Table of Contents Introduction Setting Up Talkdesk: A QUICK START GUIDE FOR ADMINS Before You Use Talkdesk Create Your Talkdesk Account Basic Talkdesk Setup Buy a Phone Number or Use Your Own Invite Your

More information

ABS Information Systems Inc. 307 Lesmill Rd, Toronto, Ontario, Canada, M3B 2V1 Phone: 416-449-4141 Email: sales@absinfosys.com

ABS Information Systems Inc. 307 Lesmill Rd, Toronto, Ontario, Canada, M3B 2V1 Phone: 416-449-4141 Email: sales@absinfosys.com How can small and midsize businesses that are relentlessly challenged by technology complexity and rapid technology obsolescence utilize a private cloud solution to thrive? Introduction 1 Growing with

More information

Unified Contact Center

Unified Contact Center Unified Contact Center for Microsoft Lync Server 2010 & 2013 Qualified Contact Center Solution MaxACD Unified Contact Center for Microsoft Lync Server 2010 and 2013 With Microsoft Lync now being deployed

More information

8x8 Virtual Contact Center

8x8 Virtual Contact Center 8x8 8x8 services include: Multimedia contact management including phone, chat, email, voicemail, and third-party Internet fax Powerful, easy to use hosted call center solution 8x8 is a hosted call center

More information

Moving to the Cloud? DIY VS. MANAGED HOSTING

Moving to the Cloud? DIY VS. MANAGED HOSTING Moving to the Cloud? DIY VS. MANAGED HOSTING 12 Factors To Consider And Why You Should Be Looking for a Managed Hosting Provider For Your Site or Application as You Move to the Cloud Your site or application

More information

8x8 Complete Contact Center

8x8 Complete Contact Center 8x8 8x8 services include: Multimedia contact management including phone, chat, email, voicemail, and third-party Internet fax Powerful, easy to use hosted call center solution 8x8 is a hosted call center

More information

Finally, a phone system designed around the way you do business! Priced so that you can stay in Business! Pizza Phone System 719 Brookside Dr, Lansing, MI 48917 Phone (866) 317-7396 www.pizzaphonesystem

More information

OpenScape Contact Center Agile & Enterprise

OpenScape Contact Center Agile & Enterprise OpenScape Contact Center Agile & Enterprise Customer Service Made Simple Siemens Enterprise Communications www.siemens-enterprise.com OpenScape Contact Center Agile & Enterprise Designed to improve first

More information

CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY

CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY A WHITE PAPER ON THE BENEFITS OF DEPLOYING AN ADVANCED, CONFIGURABLE CONTACT CENTER TEAM APPLICATION SUITE; ENHANCES PRODUCTIVITY, DELIVERS SUBSTANTIAL

More information

VOXOX 5BENEFITS OF A. HOSTED VoIP SOLUTION FOR MULTI-OFFICE BUSINESSES. a VOXOX ebook. Communications to the Cloud:

VOXOX 5BENEFITS OF A. HOSTED VoIP SOLUTION FOR MULTI-OFFICE BUSINESSES. a VOXOX ebook. Communications to the Cloud: VOXOX 5BENEFITS OF A HOSTED VoIP SOLUTION FOR MULTI-OFFICE BUSINESSES a VOXOX ebook 0Taking 2013 VOXOX, Inc. Communications to the Cloud: CONTENTS 2 INTRODUCTION 3 TOP CHALLENGES 7 FINDING A SOLUTION 12

More information

MITEL Real World. Hospitality Solutions

MITEL Real World. Hospitality Solutions MITEL Real World Hospitality Solutions Mitel Hospitality Solutions We can be very accommodating A proven leader in hospitality-specific communications worldwide, Mitel understands that providing today

More information

THE CXO S GUIDE TO MANAGING EXPANSION... WHILE CONTROLLING COSTS & COMPLIANCE CONSIDERATIONS

THE CXO S GUIDE TO MANAGING EXPANSION... WHILE CONTROLLING COSTS & COMPLIANCE CONSIDERATIONS THE CXO S GUIDE TO MANAGING EXPANSION... WHILE CONTROLLING COSTS & COMPLIANCE CONSIDERATIONS The CXO s Guide to Managing Expansion While Controlling Costs & Compliance Considerations 2 45% OF IT PROFESSIONALS

More information

Supercharge Your Call Center Services. nexogy. with. www.nexogy.com 1.866.NEXOGY1 (639.6491)

Supercharge Your Call Center Services. nexogy. with. www.nexogy.com 1.866.NEXOGY1 (639.6491) Supercharge Your Call Center Services with nexogy www.nexogy.com 1.866.NEXOGY1 (639.6491) One bad customer service experience is all it takes to help your competitors business: 89% of consumers Report

More information

KEY BENEFITS OF CONTACT CENTER AUTOMATION

KEY BENEFITS OF CONTACT CENTER AUTOMATION VIRTUAL CONTACT CENTERS DRIVE COST REDUCTIONS, STRATEGIC FLEXIBILITY An ever-present requirement to cut the costs and complexity of disparate telephony platforms, combined with a desire to meld integrated

More information

NOVA PHONE SWITCHVOX IS THE SMARTER CHOICE FOR YOUR NEXT PHONE SYSTEM

NOVA PHONE SWITCHVOX IS THE SMARTER CHOICE FOR YOUR NEXT PHONE SYSTEM NOVA PHONE SWITCHVOX IS THE SMARTER CHOICE FOR YOUR NEXT PHONE SYSTEM Saves You Money Switchvox comes standard with more features and is more affordable than proprietary systems that have fewer features!

More information

Contact Center Discovery Exercise

Contact Center Discovery Exercise Contact Center Discovery Exercise Introduction The County is currently planning to implement a new telephone system, based on Voice over IP (VoIP), including a new Contact Center solution. VoIP is a proven

More information

Allworx. Family of Products. Award-winning phone systems for businesses

Allworx. Family of Products. Award-winning phone systems for businesses Allworx Family of Products 2011 Award-winning phone systems for businesses Whether your business has 10 employees at a single site or hundreds of employees at multiple sites, traditional phones lines,

More information

Workforce Management Software. How to Determine the Software You Need and Justify the Investment

Workforce Management Software. How to Determine the Software You Need and Justify the Investment W H I T E P A P E R Workforce Management Software How to Determine the Software You Need and Justify the Investment C O N T E N T S Executive Summary..................................... 1 Why use workforce

More information

The all-in-one call center software for small and medium businesses.

The all-in-one call center software for small and medium businesses. 10 KPIs That Affect Customer Satisfaction With Call Center Service 2 The all-in-one call center software for small and medium businesses. Business phone and inside sales software for support, sales and

More information

START, EXECUTE & GROW

START, EXECUTE & GROW How To START, EXECUTE & GROW a Successful VoIP Call Center Brought to you by: LEARN HOW Share this Guide 1 No matter what size your business is, it can benefit from implementing a well-rounded call center.

More information

True Stories of Customer Service ROI: The real-world benefits of Zendesk

True Stories of Customer Service ROI: The real-world benefits of Zendesk True Stories of Customer Service ROI: The real-world benefits of Zendesk Introduction Any manager whose business thrives when customers are happy immediately understands the value of excellent customer

More information

// table of contents //

// table of contents // // A Guide to the Talkdesk and Salesforce Integration // table of contents // 01 // Overview & Advantages of the Talkdesk and Salesforce Integration // 04 02 // 6 Ways to Use the Talkdesk and Salesforce

More information

White Paper. How to Ensure a Smooth Transition to a Cloud Phone System

White Paper. How to Ensure a Smooth Transition to a Cloud Phone System White Paper How to Ensure a Smooth Transition to a Cloud Phone System How to Ensure a Smooth Transition to a Cloud Phone System The benefits of cloud VoIP are driving its rapid adoption across all business

More information

INBOUND CALL MANAGEMENT ANSWER YOUR CALLS ON ANY DEVICE, ANYWHERE

INBOUND CALL MANAGEMENT ANSWER YOUR CALLS ON ANY DEVICE, ANYWHERE INBOUND CALL MANAGEMENT ANSWER YOUR CALLS ON ANY DEVICE, ANYWHERE Instant call management for smart businesses Inbound is a cloud-based telephony service for both geographic and non-geographic numbers

More information

Building an Excellent Relationship with your Cloud-Based Contact Center Infrastructure Vendor. April 2014

Building an Excellent Relationship with your Cloud-Based Contact Center Infrastructure Vendor. April 2014 Building an Excellent Relationship with your Cloud-Based Contact Center Infrastructure Vendor April 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Introduction... 1 Cloud-Based Contact Center

More information

Meeting Room Readiness

Meeting Room Readiness Meeting Room Readiness Eliminate frustration caused by technical problems and user issues that occur during meetings, video conferences and presentations. Constant Connect by Cenero is a suite of managed

More information

Contact Centers Unified Communication Services

Contact Centers Unified Communication Services A v a y a I P O f f i c e M e s s a g i n g & C a l l H a n d l i n g D e l i v e r i n g P r o d u c t i v i t y a n d P e r f o r m a n c e M e s s a g i n g a n d c a l l h a n d l i n g s o l u t i

More information

white paper Why Moving Your Contact Center to the Cloud is the Way to Go

white paper Why Moving Your Contact Center to the Cloud is the Way to Go white paper Why Moving Your Contact Center to the Cloud is the Way to Go WHITE PAPER table of contents 3 abstract 3 the changing contact center industry 4 cost benefits of hosted solutions 4 Scalability

More information

CorvisaOne Contact Center Suite. A fresh approach to contact center technology

CorvisaOne Contact Center Suite. A fresh approach to contact center technology CorvisaOne Contact Center Suite A fresh approach to contact center technology Change the Way You Define Success DELIVER AMAZING CUSTOMER EXPERIENCES WITH CORVISAONE When customers have multiple choices

More information

Connect2Leads Introduction

Connect2Leads Introduction Connect2Leads Introduction Company Information Connect2Leads is the premier provider of SaaS (cloud based) call center Solutions for outbound & inbound call centers. We provide a better suite of hosted

More information

Mitel 400 Call Center

Mitel 400 Call Center Mitel 400 Call Center Call routing and more for small- and medium-sized businesses Customer service and therefore customer loyalty begin with the initial contact. Even today the phone is still the primary

More information

Leverage Customer Data 5 to Improve Customer Experience About Us 7. Whitepaper

Leverage Customer Data 5 to Improve Customer Experience About Us 7. Whitepaper Introduction 2 Break Down Silos Between Contact 3 Center and CRM Data Use Data Analytics to Improve Contact Center 4 Performance and Customer Experience Leverage Customer Data 5 to Improve Customer Experience

More information

PowerStation Hosted Predictive Dialing

PowerStation Hosted Predictive Dialing PowerStation Hosted Predictive Dialing Chat with a Live Agent PowerStation HOSTED Predictive Dialing Software: PowerStation IP is a Hosted Predictive Dialing call center management tool used over the Internet.

More information

Maximize Your Business Opportunities With a ZCC Unified Contact Center Solution

Maximize Your Business Opportunities With a ZCC Unified Contact Center Solution zeacom communications center business solutions paper Maximize Your Business Opportunities With a ZCC Unified Contact Center Solution We selected Zeacom because it allowed us to incorporate multimedia

More information

Meeting the Challenge of Costing Hospital Service Desk Operations. By Ron Gue, Ph.D., CEO Justin Coker, Director of Technical Services

Meeting the Challenge of Costing Hospital Service Desk Operations. By Ron Gue, Ph.D., CEO Justin Coker, Director of Technical Services Meeting the Challenge of Costing Hospital Service Desk Operations By Ron Gue, Ph.D., CEO Justin Coker, Director of Technical Services About the Authors Justin Coker, Director of Technical Services Justin

More information

Inbound. Answer your calls on any device, anywhere

Inbound. Answer your calls on any device, anywhere Inbound Answer your calls on any device, anywhere Inbound - instant call management for smart businesses Inbound is a cloud-based telephony service for both geographic and non-geographic numbers that provides

More information

HOW A CRM HELPS YOUR BUSINESS GROW

HOW A CRM HELPS YOUR BUSINESS GROW Book 1 of 4 HOW A CRM HELPS YOUR BUSINESS GROW PART OF THE CRM SUCCESS SERIES Introduction BEYOND THE HANDSHAKE You ve likely heard the saying, Business begins with a handshake It sounds so simple. But

More information

CONNECT REAL-TIME UNIFIED COMMUNICATIONS

CONNECT REAL-TIME UNIFIED COMMUNICATIONS CONNECT REAL-TIME UNIFIED COMMUNICATIONS A CHANGING WORLD Organisations today are struggling to keep pace with the changing face of communications technology. With numerous devices such as tablets, laptops,

More information

Conquering the 4 Fears of Cloud Phone Systems

Conquering the 4 Fears of Cloud Phone Systems Conquering the 4 Fears of Cloud Phone Systems Moving Up to Modern Business Phones That Do Far More Than Just Dial Every day, businesses are moving mission-critical applications data storage, payroll, accounting,

More information

Volume Challenges? Technology Can Help A look at the many ways in which technology is a resource for managing peaks and unpredictable volume.

Volume Challenges? Technology Can Help A look at the many ways in which technology is a resource for managing peaks and unpredictable volume. tech line / may 2013 Volume Challenges? Technology Can Help A look at the many ways in which technology is a resource for managing peaks and unpredictable volume. By Brian Hinton, Strategic Contact Pipeline

More information

The Broadening of Contact Centers Horizons

The Broadening of Contact Centers Horizons The Broadening of Contact Centers Horizons Genesys One Table of contents Why Contact Centers are the Life Blood of Companies?...1 Your Contact Center and You...1 Mapping the Contact Center of the Future...2

More information

5elements that make up the best. Applicant Tracking Systems. powered by:

5elements that make up the best. Applicant Tracking Systems. powered by: 5elements that make up the best Applicant Tracking Systems powered by: Sean Pomeroy CEO of Visibility Software Can we talk? I see so much happening that is innovative in the ATS space and I know from experience

More information

Can business executives expect a solid ROI from outsourcing the management of their IT infrastructure?

Can business executives expect a solid ROI from outsourcing the management of their IT infrastructure? White Paper: Maximizing Your IT Infrastructure - Virtually Can business executives expect a solid ROI from outsourcing the management of their IT infrastructure? For many years, technology for small and

More information

Oncontact CRM 7 The CRM software that does it all.

Oncontact CRM 7 The CRM software that does it all. The CRM software that does it all. Oncontact CRM 7 The CRM software that does it all. Oncontact CRM 7 is the answer. CRM 7 gives your company the competitive edge it needs with a flexible and effective

More information

ATTRACT PROSPECTS ENGAGE CUSTOMERS SUCCEED IN YOUR BUSINESS

ATTRACT PROSPECTS ENGAGE CUSTOMERS SUCCEED IN YOUR BUSINESS ATTRACT PROSPECTS ENGAGE CUSTOMERS SUCCEED IN YOUR BUSINESS Maximizer CRM is a completely integrated sales, marketing and customer service and support management solution that enables you to attract prospects,

More information

DigiDial- VoIP SSMM Service Overview No Boundaries outside the box of traditional telephony P er ver OecioV

DigiDial- VoIP SSMM Service Overview     No Boundaries outside the box of traditional telephony      P er ver OecioV DigiDial-VoIP is a business-grade Voice over IP service that is hosted on DigiLink s IP network and provides a robust, low-cost enterprise voice solution, replacing costly PBX or Centrex service with the

More information

Cloud Computing Safe Harbor or Wild West?

Cloud Computing Safe Harbor or Wild West? IT Best Practices Series Cloud Computing Safe Harbor or Wild West? With IT expenditures coming under increasing scrutiny, the cloud is being sold as an oasis of practical solutions. It s true that many

More information

OpenScape Contact Center Agile & Enterprise. Customer Service Made Simple.

OpenScape Contact Center Agile & Enterprise. Customer Service Made Simple. OpenScape Contact Center Agile & Enterprise Customer Service Made Simple. Serving your Customers, Building your Business. It could be your greatest asset, or your biggest weakness. Is your contact center

More information

Help Desk Management 5 Tips to Increase the Efficiency of Your Service Team

Help Desk Management 5 Tips to Increase the Efficiency of Your Service Team Help Desk Management 5 Tips to Increase the Efficiency of Your Service Team Introduction As Information Technology (IT) services and consulting companies grow, new challenges emerge in the quest to provide

More information

Inbound. Answer your calls on any device, anywhere

Inbound. Answer your calls on any device, anywhere Inbound Answer your calls on any device, anywhere Inbound - instant call management for smart businesses Inbound is a cloud-based telephony service for both geographic and non-geographic numbers that provides

More information

A vaya IP Office Messaging & Call Handling

A vaya IP Office Messaging & Call Handling A vaya IP Office Messaging & Call Handling Delivering Productivity and Performance Messaging and call handling solutions that enhance collaboration, productivity and your bottom line IP Telephony Contact

More information

A COMPLETE BUSINESS COMMUNICATIONS SOLUTION

A COMPLETE BUSINESS COMMUNICATIONS SOLUTION A COMPLETE BUSINESS COMMUNICATIONS SOLUTION The Ipiphony IP-PBX is a versatile, mobile, fully featured telephony system that offers leading-edge functionality in a simple-to-use, simple-to-understand package.

More information

Telemarketing Outsource or In-house?

Telemarketing Outsource or In-house? Telemarketing Outsource or In-house? An Overview Tel: 01527 518373 Web: www.kmb.org.uk Email: info@kmb.org.uk Outsource or keep in-house? There s no easy answer, but here are some issues and factors to

More information

Backup Your Data and Keep it in Canada

Backup Your Data and Keep it in Canada Technology Magazine Issue 1 Achieve Your Business Goals With Technology Reducing Downtime With Managed Backup Your Data and Keep it in Canada BROUGHT TO YOU BY www.genscorp.com G C ENS ORP IT INFORMATION

More information

OVERVIEW Intelligent Communication Solutions for Automotive Dealerships

OVERVIEW Intelligent Communication Solutions for Automotive Dealerships OVERVIEW Intelligent Communication Solutions for Automotive Dealerships Avaya IP Office the Intelligent Communications solution for today s small and midsize auto dealers avaya.com 2 Millions of users

More information

Contact Center. UC for Enterprise Contact Center Suite

Contact Center. UC for Enterprise Contact Center Suite Contact Center UC for Enterprise Contact Center Suite UC for Enterprise Contact Center suite of applications is the ideal solution for high-traffic contact centers that want to improve responsiveness to

More information

KnoahSoft Harmony TM Suite. Because Not All Agents are Created Equal

KnoahSoft Harmony TM Suite. Because Not All Agents are Created Equal KnoahSoft Harmony TM Suite Because Not All Agents are Created Equal Performance management is not just software; it is a mindset that permeates the entire solution. When performance management tools are

More information

Re-thinking Communications: A Guide for Insurance Agencies

Re-thinking Communications: A Guide for Insurance Agencies Re-thinking Communications: A Guide for Insurance Agencies A publication by: www.fonality.com At the heart of an insurance agency is customer service. But with 65% of those polled saying their agents provide

More information

10 things you should look for. Choosing HR software

10 things you should look for. Choosing HR software 10 things you should look for Choosing HR software Introduction Selecting a new piece of HR software can be a daunting task. There s a lot to think about. At the end of the day, the chosen software won

More information