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TRANSCRIPT
THE SUPPLIER DIRECTORY SOLUTION TYPES
Contact Centre Solutions ............................................................................................................................................. I
Customer Experience Management ......................................................................................................................... VIII
Headsets .................................................................................................................................................................. VIII
Industry Associations ................................................................................................................................................. IX
Industry Intelligence & Services ................................................................................................................................. XI
SOLUTION PROVIDERS
Bright UK XI CallCentreHelper XII CCMA IX contact-centres.com XII Eckoh I Engage Customer / Engage Employee XIII Enghouse Interactive I Genesys II Infinity CCS II Interactive Intelligence III Intradiem III IP Integration IV NewVoiceMedia IV Nexidia V Noble Systems V Plantronics VIII Professional Planning Forum IX Rostrvm VI SAP VI South-East Contact Centre Forum (SECCF) X Square Systems / Opinion-8 VIII South-West Contact Centre Forum (SWCCF) X Ultra Communications VII Verint VII Welsh Contact Centre Forum XI
I
CONTACT CENTRE SOLUTIONS
Eckoh is a global provider of secure payment
products and customer service solutions, working
with organisations in over 10 countries around
the world.
Our range of secure payment products removes
customer card data from contact centres and IT
environments. They are designed to help
merchants reduce the risk of fraud and become
compliant with the Payment Card Industry Data
Security Standards (PCI DSS). Eckoh’s CallGuard
product can be deployed on the customer’s site
or hosted. It allows contact centres to take card
payments from customers without their agents
seeing, hearing or accessing card data in any way.
We have been a PCI DSS Level One accredited
Service Provider since 2010 and currently process
over $1 billion in card payments annually.
Our multi-channel customer service solutions
allow customers to self-serve through
automation, reducing the need to speak to a live
contact centre agent and improving contact
centre efficiency.
Contact:
w: www.eckoh.com
t: +44 (0)1442 458300
Enghouse Interactive is a leading global
provider of customer experience and contact
centre solutions. With over 10,000 customers
in 80 countries we work with organisations of
all sizes, industries and complexity to improve
their service, productivity and operational
efficiency.
Our integrated suite of solutions includes
multi-channel contact centre, self-service,
quality management, operator consoles &
outbound communications, and can be
deployed on-premise or in the cloud.
The ability to align all of your organisation’s
people, processes and systems at exactly the
right time, in the right way to consistently
deliver seamless, effortless customer
experiences across all channels and devices is
what we believe creates real differentiation.
To find out more…
Contact:
w: www.enghouseinteractive.co.uk
t: +44 (0)2033 573040
II
Genesys is the leading global provider of multi-
channel customer experience and contact
centre solutions. With over 4,500 customers in
80 countries, Genesys orchestrates more than
100 million customer interactions every day
across the contact centre and back office.
Genesys helps customers power optimal
customer experiences that deliver consistent,
seamless and personalised experiences across
all touchpoints, channels and interactions.
With the industry-leading Customer Experience
Platform, Genesys ensures that the experience
you deliver aligns with the expectations of your
customer and is journey appropriate. By most
effectively matching the workload and the
required staffing levels for each customer
journey, you can deliver consistent service
levels over all touch points, channels and
interactions throughout your call or contact
centre and back office.
The Genesys Customer Experience Platform is
available in three editions to address the needs
of businesses from the smallest company to the
largest global enterprise and can be deployed in
the Cloud or on premise.
Contact:
w: www.genesys.com
t (General Enquiries): +44 (0) 1276 457000
t (Sales Enquiries): +44 (0)2037 348133
Infinity CCS’s technology solutions help you
improve customer experience and drive down
cost to serve:
Enable your agents to work smarter and
faster, and focus on customers not
processes and software, with our Unified
Desktop, Intelligent Workflow and
Knowledge Base software.
Reduce costs and live call volumes while
maintaining quality of service and
maximising sales opportunities with Web
& Telephone Self-Service and integrated
multi-channel solutions.
Remove capital expenditure, improve
operational flexibility and extend legacy
systems with cloud / hosted Telephony,
Multi-channel and Desktop solutions.
Provide your operational management
team with real-time, actionable insight
into performance and compliance with
Management, Reporting and QA software.
Contact: Stuart Bidwell
a: Infinity CCS Ltd, 3rd Floor, Quayside Tower,
Broad Street, Birmingham B1 2HF (UK)
t: 0121 450 7830
w: www.infinityccs.com/dmg
III
Deliberately Innovative All-in-One IP
Communications for Business.
Interactive Intelligence is a global provider of
contact centre, unified communications, and
business process automation software and
services designed to improve the customer
experience.
The company’s standards-based, all-in-one IP
communications software suite, deployed via the
cloud or on-premises, is backed by more than
6,000 organisations worldwide.
In addition to software, Interactive Intelligence
provides a comprehensive solution-set including
hardware, implementation, consulting, support
and education.
The company was founded in 1994 and is
headquartered in Indianapolis, Indiana, U.S.A.
with offices throughout North America, Latin
America, Europe, Middle East, Africa and Asia
Pacific.
At Interactive Intelligence, it’s what we do.
Contact:
a: EMEA Headquarters, Thames Central,
Hatfield Road, Slough, Berkshire SL1 1QE (UK)
t: +44 1753 418 800
w: www.inin.com/uk
Intradiem is the leader in intraday
automation solutions for multi-channel
contact centres.
Intradiem’s customers achieve an invincible
customer experience with a real-time
workforce by automating manual processes
such as intraday task management, real-time
adherence, intraday staffing, reskilling,
channel balancing, and real-time alerts.
Intradiem empowers an immediate and
consistent response to unpredictable events
and changing conditions, resulting in labour
savings, improved employee performance
and a better overall customer experience.
More than 200,000 contact centre, field
service, retail, bank branch, and back office
employees around the world use Intradiem’s
solution every day.
Contact: David Marshall, Regional Manager,
Europe
w: www.intradiem.com
t: +44 (0)207 562 8309
a: Level 17 Dashwood House, 69 Old Broad
Street, London EC2M 1QS United Kingdom
IV
IP Integration is a leading UK provider of
Contact Centre solutions. Our portfolio
comprises systems design and consultancy,
bespoke application development, network
services and the latest in collaboration
technologies.
We combine technologies from trusted
partners such as Avaya and Microsoft with
our in-house application development and
managed service divisions to deliver award-
winning solutions for some of the UK’s
leading commercial and public sector
organisations.
Our goal is to help our customers derive
maximum value from their contact centre
technology. We measure our success through
the return on their investment with us and
their continued loyalty; won through our
commitment to excellence of service.
Contact:
a: IP Integration Limited, Integration House,
Turnhams Green Business Park, Pincents
Lane, Reading RG31 4UH
t: 0118 918 4600
w: www.ipintegration.com
NewVoiceMedia powers customer
connections that transform businesses
globally.
The leading vendor’s award-winning cloud
customer contact platform connects
organisations with their customers
worldwide, enabling them to deliver a
personalised and unique customer
experience and drive a more effective
sales and marketing team.
With a true cloud environment and
proven 99.999% platform availability,
NewVoiceMedia ensures complete
flexibility, scalability and reliability.
Spanning 116 countries and six continents,
NewVoiceMedia’s 250+ customers
include: Topcon, PhotoBox, DPD,
Lumesse, QlikView and Wowcher.
Contact:
w: www.newvoicemedia.com
twitter: @NewVoiceMedia
V
Nexidia, long term educators of Customer
Interaction Analytics, works with some of
the world’s largest contact centres to
develop and deliver comprehensive video
and audio search platforms.
Innovation is at the heart of the systems
that Nexidia develops and our impetus is
to drive forward the value of the contact
centre as a strategic asset.
The ability to capture multi-channel
interactions, analyse the data and then
use this valuable insight into the customer
experience to develop business strategies
to improve the performance of nearly
every area of the organisation, is the heart
of Nexidia.
Customer analytics, an intrinsic part of our
DNA, puts executives and customer
service leaders in touch with the frontline.
Nexidia is committed to continually
innovate and support initiatives that drive
the customer service arena forward.
Contact:
For more information, please visit
http://www.nexidia.com
Noble Systems is a global leader in the
customer communications industry,
providing innovative solutions for Unified
Communications, Business Process
Management and Analytics.
Tens of thousands of agents at 4,000+
client installations worldwide use Noble
platforms to manage millions of customer
contacts each day.
Noble offers a unified suite of multi-
channel inbound, outbound and blended
contact processing, strategy planning, and
resource management tools for
companies of all sizes.
Our premise, cloud and innovative
premise/cloud hybrid platforms include
ACD, predictive dialling, blended
processing, recording and monitoring, IVR,
messaging, interaction analytics and
workforce management.
Contact:
Sian Ciabattoni
t: 0161 772 7100
w: www.noblesystems.com
VI
Rostrvm supply Multichannel Contact Solutions
onsite or in the cloud. Our modular suite of
applications allow you to manage and blend all of
your inbound and outbound communications with
clear and accurate reporting available on any
device.
- Intelligent, data driven, skills based routing ACD
for your inbound call centre, email and social media
- Predictive, progressive and preview diallers for
outbound contact management
- Desktop optimisation and process management
for the call centre and back office
We have been implementing customer contact
solutions for nearly 30 years. In that time we have
seen the call centre’s role expand to accommodate
ever increasing customer service expectations. Our
flexible, robust applications allow our customers to
work profitably, productively, efficiently and with
accountability.
Start from scratch or use rostrvm to work in
harmony with your existing technology and add
new features at a fraction of the cost of other
suppliers.
Visit rostrvm.com to read our case studies and to
learn more about our products, services and
customers.
Contact: Peter Brown, Sales Director
t: 08432 163500
w: www.rostrvm.com
a: Rostrvm Solutions Limited, Dukes Court,
Duke Street, Woking, Surrey GU21 5RT (UK)
SAP is at the centre of today’s customer
engagement revolution developing
innovations that help businesses of all
sizes and industries run better.
Contact centre and customer engagement
solutions from SAP are part of a market-
leading portfolio of solutions designed to
increase efficiency and effectiveness of
marketing, sales, service and omni-
channel commerce.
Our contact centre solutions help you
provide consistent, personalized customer
service via multiple communication
channels, increase agent productivity and
monitor and adapt your contact centre
operations real time.
Contact:
t: +44 (0)800 0852 631
w: http://www.sap.com/uk
w: www.sap.com/contact-center
VII
Ultra Communications is the UK’s largest provider
of Cloud contact centre technology, offering
services to clients around the UK and Europe for
1000s of advisors, recording over 6 million
inbound/outbound/IVR call minutes every month.
Our solutions are fully flexible, scalable and
resilient, enabling clients to easily manage all of
the contacts both in and out of their centres. All
solutions include a proactive 24/7/365 support
service and unparalleled campaign performance
monitoring, ensuring client centres are
continuously as efficient and productive as
possible.
Solutions include:
Inbound Call Management, Inbound ACD, IVR for
self service and payment collection, automated
Queue Call Back, automated Outbound Dialler,
Contact Blending, Call Recording, automated
Messaging, full MI/reporting suite and real-time
monitoring tools.
Ultra also provides a trio of PCI solutions for
secure card payment collection, to allow
businesses to completely de-scope their centres
and attain full PCI compliance.
Contact:
w: www.UltraComms.com
t: 0207 965 0207
Verint® (NASDAQ: VRNT) is a global leader in
Actionable Intelligence® solutions.
Actionable Intelligence is a necessity in a dynamic
world of massive information growth because it
empowers organizations with crucial insights and
enables decision makers to anticipate, respond
and take action.
Verint Actionable Intelligence solutions help
organizations address three important
challenges: customer engagement optimisation;
security intelligence; and fraud, risk, and
compliance. Today, more than 10,000
organisations in over 180 countries, including
over 80 percent of the Fortune 100, use Verint
solutions to improve enterprise performance and
make the world a safer place. Learn more at
www.verint.com.
In 2013, Verint acquired Victrio™, an innovator in
fraud prevention and authentication solutions.
The combination of Verint and Victrio advances
this comprehensive solution set by combining
industry-leading voice biometrics and predictive
analytics with enterprise workforce optimisation
solutions, furthering the company’s portfolio of
fraud, risk and compliance solutions.
Contact:
t: (0)1932 839500
w: www.verint.com
VIII
CUSTOMER EXPERIENCE MANAGEMENT
Opinion-8 is an innovative and effective
customer-experience management tool
which allows you to gain customer and
employee feedback in a simple and cost-
efficient way.
We offer a range of IVR and web surveys
for use in your contact centre and give you
support at every stage, from the survey
design to its implementation and hosting.
Operated as a SaaS platform, Opinion-8 is
suitable for use in any call centre. Our
unified online reporting offers a variety of
analysis and graphing solutions and the
results are available in real-time. Gain real
insight into your customers’ perceptions
of your service with Opinion-8.
Contact:
t: +44 (0) 117 398 2342
w: www.opinion-8.com
a: Square Systems Limited, Maxet House,
28 Baldwin Street, Bristol BS1 1NG
HEADSETS
ABOUT PLANTRONICS – SIMPLY SMARTER
COMMUNICATIONS™
Plantronics is a global leader in audio
communications for contact centres worldwide.
For 50 years we’ve pioneered innovations in
audio technology, creating solutions that
combine superior call clarity and noise reduction
with uncompromising quality and service.
Plantronics products allow you to simply
communicate.
Contact:
a: Plantronics UK Ltd, Interface Business Park,
Royal Wootton Bassett SN4 8QQ (UK)
For sales enquiries: t: +44 (0) 1793 842426
For technical support/ customer service:
t: 0800 410014
w: www.plantronics.com
Facebook: plantronicsea
Twitter: @Plantronics_UK
YouTube: www.youtube.com/user/SmarterWorkingTV
Linked-In: www.linkedin.com/company/plantronics
Flickr: www.flickr.com/photos/plantronics
w: www.plantronicscasestudies.com
IX
INDUSTRY ASSOCIATIONS
Call Centre Management Association (UK)
Established in 1994 to promote the profession
of call centre management the CCMA (UK) is an
independent, not for profit organisation for Call
Centre Managers, Supervisors and Team
Managers funded by membership subscriptions.
The CCMA is run on an unpaid, voluntary basis by
an elected Board of call centre professionals who
give up their own time to put something back into
their industry and help to support others.
There are around 500 CCMA members in the UK
and our mission is to contribute to the continuous
professional development of call centre managers
and supervisors and to assist wherever we can in
sourcing high quality training courses.
Contact:
Keith Stagg, Membership Secretary
t: 0844 8000623
w: www.ccma.org.uk
As an independent industry body, we champion
best practice in customer contact operations –
working in all sectors to provide strategic advice,
best practice support, standards, benchmarking
and accreditation, professional qualifications and
specialist training for those responsible for
planning, data insights and analytics, quality and
customer experience.
Widely recognised as an innovative, open and
independent community of professionals, we
promote collaboration, continual learning and
customer focus and offer advice and support to
help our members make a genuine difference in
their organisation. Highly rated by members for
the value and practical nature of our support, we
offer advice and support through our four core
communities of customer contact professionals
including Quality & Customer Experience, Data,
Analytics and Insight, Planning and Customer
Leadership & Strategy.
Contact:
w: www.planningforum.co.uk
t: 0333 123 5960
X
The South East Contact Centre Forum is
the regional call/contact centre user group
for Bedfordshire, Berkshire,
Buckinghamshire, Essex, Hampshire,
Hertfordshire, Kent, Oxfordshire, Surrey &
Sussex, being home to around 985 contact
centre operations.
SECCF has been created in response to a
growing demand for a regional network
that allows operational managers to meet
with their peers, review and discuss key
challenges and hear how other
organisations are responding.
Contact:
Trevor Butterworth, Membership & Events
Manager
t: 01252 540 768 / 07932 669 299
w: www.uk-ccf.co.uk
The South West Contact Centre Forum (SWCCF)
gives contact centres the opportunity to be heard
and to influence the shape of the industry in the
region. The SWCCF offers a range of products and
services designed to add value to members'
businesses:
• Industry updates and developments both
from national and regional perspective
• An understanding how businesses can engage
with many business contacts within the
contact centre industry
• An extensive programme of conferences,
seminars and special interest groups to keep
in touch with issues relevant to all contact
centres
• Access to free helpdesk facilities offering
strategic advice and information to contact
centres
• Free benchmarking
• Access to supply chain information
• Members also have the opportunity to attend
a quarterly Best Practice event free of charge
Contact:
Jane Thomas – Managing Director
t: 02920 709800
m: 07966 092149
w: www.swccf.co.uk
XI
The Welsh contact centre market is very
vibrant with growth predictions varying
between 20 – 30% cumulatively over the
next three years. This growth is predicted
to come from both Inward Investment
and, more significantly, indigenous
growth.
The Welsh Contact Centre Forum is a high
value Employers’ Forum for the 200-plus
contact centres we now have in Wales,
providing strategic direction for contact
centres in Wales, also offering our
members the following:
• Four key forum seminars a year
• Networking opportunities
• Members website
• Our flagship event: Annual Welsh
Contact Awards
Contact:
t: 029 2070 9800
w: www.welshcontactcentreforum.co.uk
INDUSTRY INTELLIGENCE & SERVICES
Bright helps you build a world-class
customer management operation.
Three areas need to be monitored and
managed to achieve this; internal
performance, customer satisfaction and
employee engagement. Over the last 10
years we have perfected tools to address
all of these areas, such as:
Customer Satisfaction Measuring –
The Bright Navigator is an automatic
post contact survey solution,
gathering millions of customers’
views yearly.
Employee Engagement Monitoring
– Gauging the state of your staff and
giving actionable recommendations
on how to drive agent engagement.
Performance benchmarking – The
Bright Index survey delivers GAP
analysis and recommendations on
+50 contact centre metrics to
almost 100 participants annually.
Contact:
w: www.brightindex.co.uk
XII
Call Centre Helper is the UK's most
popular contact centre magazine with
over 200,000 readers. It is a free, weekly
online magazine aimed at giving contact
centre people advice on how to make
their businesses work more effectively.
There are 4 distinct areas – management,
technology, life and jobs – readers can
navigate swiftly to the area that interests
them most. There are many regular
features including articles that ask
experienced people to answer real-life
contact centre problems faced by their
peers. We have also produced a number
of reference guides aiming to be the main
source of content on the internet for
specialist call centre areas.
Contact:
w: www.callcentrehelper.com
contact-centres.com was launched ,
initially in print format, in May 2001
and from May 2005 in digital format
only; both with the strap line
'everything contact centres'.
Whether you are looking to outsource,
seeking a new supplier or simply to
read up on the latest news and
information from the UK's contact
centre industry contact-centres.com
has the answers.
We look forward to being of service to
you, your contact centre and, perhaps
more importantly, to the UK contact
centre industry which we are proud to
serve.
Contact:
w: www.contact-centres.com
t: 0207 993 3425
XIII
Engage Customer is committed to promoting and positioning as a business imperative the need for organisations to recognise and establish close links between positively engaging their employees and their customers. Nowhere is this more important than in the contact centre environment.
Engage Customer continues to go from strength to strength and has now launched engageemployee.com - sister website to engagecustomer.com – the essential new resource for leading edge thinking on the issues, challenges and opportunities relating to employee engagement and its impact on customer engagement, performance and profitability.
Research reveals that the two most important
business challenges identified by CEO’s are
around their people and their customer
relationships. The cultural and commercial
benefits of organisations taking an holistic view of
their employee and customer engagement
strategies are proven and Engage Customer will
keep you abreast of what makes organisations
tick - their people and their customers.
Contact: Nick Rust
t: 01932 506 301 / 07968 416007
w: www.EngageCustomer.com /
www.EngageEmployee.com
a: Engage Customer, Nicholson House, 41 Thames
Street, Weybridge, Surrey KT13 8JG