The 5 Best Contact Center Technology Solution Providers - 2021

WWW.THEENTERPRISEWORLD.COM | AMERICA EDITION | DECEMBER 2021 Uwe Kreuter CEO COTNTEShTCoeAlHutC5NionTBO2P0eCrL2os1OEvtiNdGeTrYsER Offering Reliable CRM Integration Solutions







From Editor’s Desk “If we can keep our competitors focused on us while we stay focused on the customer, ultimately we’ll turn out all right.” -Jeff Bezos Contact Center technology services are becoming a major inflection point, especially since the advent of digital transformation in companies. These services prove to be a major resource to companies and enable them to have superior customer relations and support. As it is rightly said, ‘Customer is King’and if you treat them right, they will never leave your side! This issue of The Enterprise World, The 5 Best Contact Center Technology Solution Providers - 2021, features some of the leading names in the Contact Center technology domain. These companies have proved their mettle and come highly acclaimed in the industry. Not only are their services highly sought-after, but it is also their innovation and dedication towards enabling their clients that sets them apart. Featured on the cover story is CCT Solutions. The company was founded to provide an omnichannel contact center solution provider & system integrator with the ability to provide unified handling of multiple customer interaction channels – voice, email, chat, SMS/text, IM, callback from the queue, or a call request from the website and social media – all integrated with one or more CRM or custom business applications. Uwe Kreuter, CEO of CCT Solutions has been leading the company since he has more than 25 years of experience in contact center and Unified Communications technologies. They have also launched new innovative services, read on to know more! Learn more about Anywhere365 and its services which are designed to natively integrate with Microsoft Teams and empower businesses to interact with customers across any channel, from anywhere and at any time. In early 2021, Microsoft’s Connected Contact Centers program recognizedAnywhere365 Dialogue Cloud as the first solution of its type for Microsoft Teams. There is a lot more to read inside. Happy Reading! Adeeb Malik Adeeb Malik

The Enterprise World, 1985, Henderson Rd, Columbus, Ohio, 43220 Follow Us On: For Editorial Concerns: [email protected] For Sales & Branding Enquiries: [email protected] For Subscription: [email protected] Publisher The Enterprise World Creative Content Editor Shalmali | Adeeb Marketing Coordinator(USA) Peter J. PR & Marketing Coordinator James H. Business Development Executive Ginny Creative Design Head: Sushant K. Social Media Manager Narendra S. Digital Circulation Manager Amanda V. This list is NOT a ranking. The companies on listed in magazine serve different aspects of the market, making ranking them in any order except revenue impossible and unfair. We try to bring a perfect platform for business organization to showcase their valued products/ services. Copyrights © The Enterprise World | 2019. All Rights Reserved. The images and content included in this magazine should not be copied, transferred or reproduced in any form or by any means, electronics, mechanical, photocopying, recording, otherwise, without proper permission from The Enterprise World. The Enterprise World solely owns all the reprint rights.

Leaders in Spotlight This issue of The Enterprise World, The 5 Learn more about Anywhere365 and its Best Contact Center Technology Solution services which are designed to natively Providers - 2021 features integrate with Microsoft Teams and empower businesses to interact with customers across In today’s business world, where fast and any channel, from anywhere and at any time. efficient rule the market, Contact Center In early 2021, Microsoft’s Connected Contact technology services prove to be extremely Centers program recognized Anywhere365 resourceful and important. As the world is Dialogue Cloud as the first solution of its type pushing towards digital transformation, these for Microsoft Teams. services become even more crucial for companies to have a solid and supportive Let’s understand what makes Call Journey user experience. renowned for being a CX/EX disruptor. The company has changed the way companies Featured in this edition are some of the gained crucial insights into their customers leading companies in the Contact Center and their employees. It has also partnered technology domain. They are some of the with global leading firms like Microsoft, most innovative names, providing services SAS, and Genesys. The company’s passionate that offer end-to-end support and exhaustive interaction experts have combined the best in customizations. Their vision, innovation, and Artificial Intelligence (AI), Natural Language mission revolve around providing sought- Processing (NLP), and Acoustic Emotional AI after services with a promise of trust and to create an industry-leading analytics reliability. ecosystem. Featured on the cover story is CCT Solutions. In our leadership talks, we had an insightful The company was founded to provide an interview with Pedro Barboglio, Founder and omnichannel contact center solution provider CEO, Remote Team Solutions. Remote Team & system integrator with the ability to Solutions Focuses on Building Great Teams provide unified handling of multiple for Great Companies helping companies save customer interaction channels – voice, email, more than 60% on employee wage and benefit chat, SMS/text, IM, callback from the queue, costs while eliminating the time and resource or a call request from the website and social burden of active employee management and media – all integrated with one or more CRM reducing employee turnover rate. or custom business applications. Uwe Kreuter, CEO of CCT Solutions has been leading the company since he has more than 25 years of experience in contact center and Unified Communications technologies. They have also launched new innovative services, read on to know more!

10. CCT Solutions

20. CONTENTS Anywhere365 28. Remote Team Solution 32. Call Journey 24.A 4 Contact Center Trends R to Look Out For T 36.I Contact Center Vs. Call Center- C L The Key Differences E

COVER STORY Offering Reliable CRM Integration Solutions The integration of multiple enterprise communication tools — such as voice calling, video conferencing, instant messaging (IM), presence, content sharing, and so on — into a single, streamlined interface to improve user experience (UX) and productivity is known as unified communications (UC). Whether on a desktop computer, laptop, tablet, or smartphone, unified communications technology allows users to smoothly switch from one medium of communication to another within a single session. Someone might, for example, start a conversation via chat before elevating it to a video conference with a single click, rather than needing to open a new window. CCT Solutions was founded in order to provide an omnichannel contact center solution provider & system integrator with the ability to provide unified handling of multiple customer interaction channels – voice, email, chat, SMS/text, IM, callback from queue or a call request from website and social media – all integrated with one or more CRM or custom business applications. Uwe Kreuter, CEO of the company has been leading the company since he has more than 25 years of experience in contact center and Unified Communications technologies. 1009 MDeMce2m02b1er 2021

Uwe Kreuter, CEO www.theenterpriseworld.com 10

COVER STORY About CCT Solutions The company has the ability to all customer interactions like inbound and outbound calling campaigns, web callbacks, callbacks from voice queues, web chat, callbacks scheduled by agents or customers, and outbound SMS campaigns. Therefore, it has launched a new range of services—ContactPro— the ability to manage and report on all customer interaction channels and to have that data merged with customer databases to identify trends and opportunities. This solution will prove beneficial to the customers since they will have more flexibility to interact with the organizations, they do business with, and this makes them more satisfied. Moreover, it will ensure that the CRM integration enables the agent to handle customer interactions more efficiently by providing screen pops, customer journey, and pre-built response templates and that leads to the end customer getting what they need more quickly, which is the primary variable customers use to measure customer service. CCT Solutions also provide its customers with virtual agents who thereby help them to assist customers and human customer service agent automatically and they can incorporate a video stream with co- browsing and screen sharing to help improve the communication effectiveness. The company delivers an easy way to enhance its existing call center system investments by adding new interaction channels, blend outbound calling and callbacks, and integrated customer interactions with the CRM and business applications to all its clients. Notable Services Offered by CCT Solutions The CCT ContactPro is prone to increase customer satisfaction, agent efficiency, and profits as sometimes a voice calls are not possible or simply too expensive and thus customers today want other easy options on a computer or a mobile device to contact organizations. Thus, this solution is the best fit as it enables the organizations to offer email, video, webchat, SMS/text, and social media as interaction channels. Additionally, the organizations that use CCT ContactPro are known to integrate their CRM and business applications to provide real time data directed with screen pops to help agents be more efficient and which increases the efficiency to gain better results. CCT ContactPro makes sure that the customer journey information helps organizations to identify trends and opportunities because a detailed reporting of agent handling activities is a prerequisite for improvement. Uwe Kreuter said, “In times like COVID-19 where supporting a home office workforce is critical, having a multi-channel enabled contact center is critical to organizational flexibility. One of the biggest challenges for enabling work at home agents is the internet connection for some home offices is not suitable to a good quality voice connection for customer service. With a multi-channel enabled contact center, you 1029 DMeMce2m02b1er 2021

could have those agents who have a limited voice connection be the ones handling none real-time contacts such as emails, webchats, SMS/text, and social media customer interactions. The needs for the agent and the agent desktop have risen as a result of globalization and new techniques of automating client conversation. Service personnel requires more context-related information and the ability to interact via many channels at the same time in order to fulfill consumers’ increasing expectations. The omnichannel architects at CCT ensure that the concept, configuration, and professional project implementation follow CC Solutions' high-quality standards. Lots of these projects rely on CCT ContactPro as an important component. It enables smart adoptions and provides the necessary information to the agent for optimal and efficient client engagement. Overcoming the Hurdles During the establishment of the company, CCT Solutions is known to have undergone some obstacles. Uwe put forth that incorporating IT infrastructure advancements like NoSQL databases, microservices, and cloud virtualization while adding new features and supporting existing customers is a balancing act that was a kind of challenge during the initial times. The company has attempting to blend in some of the new features to ensure that there are screen infrastructure improvements by keeping the software architecture similar. In addition to this, the company had to look for a new way of reporting data because analytics for multi-session handling of chat and email-based interactions presents a new set of reporting data that doesn’t exist for voice-only call centers. It was a bigger challenge as agents generally work on multiple contacts simultaneously and it becomes quite difficult to collect and report all of the appropriate timestamps to accurately calculate customer wait time, agent handle time, and customer response time. Uwe Kreuter: A Guiding Light and Mentor Mr. Kreuter is a graduate engineer of communication engineering and has advised numerous well-known companies in the field of strategy and technology for customer interaction management and has presented at numerous contact center conferences. He had the vision for the ContactPro omnichannel suite and has led the team to create a solution. On questioned about his leading his team, Uwe said he believes leadership is not simply management, the managers of the company need to plan, measure, monitor, coordinate, solve, hire, and do so many other things. He stated, “In CCT we always maintain a very fair and open ear environment for our employees, we guide them, and we help them to achieve their goals and results. In CCT we are successful to provide a positive work environment, each individual helps to create a personal development plan and this can have a very high impact on his personal goals and future work results.” www.theenterpriseworld.com 13

COVER STORY Andrea Kreuter (CEO): Andrea is the co-founder and CEO of CCT Solutions and leads the project management implementation services for complex software integrations for contact centers. Andrea has more than 25 years of experience in setting up and operating multichannel, omnichannel and CRM solutions for medium and large companies, especially in the areas of voice, email, chat and IM messaging for contact centers. Before Andrea co- founded CCT, she gained experience in management positions at companies such as Avaya, NCR, Siemens Business Services, T-Systems and other leading providers of communication and CRM software. Uwe Seiler, (Manager System Integration & Implementation): Uwe has more than 20 years of experience in building and running communications solutions for large enterprises, with a particular focus in the areas of voice communication and contact centers. He is leading CCT to build and operate integrated communication solutions based on Avaya Aura, Avaya IP Office, Nortel CS1000, RingCentral/ACO and other vendors. He is a long-time expert in CCT´s solutions and leads CCT`s system implementation team. 1049 DMeMce2m02b1er 2021

Stefan Schneider (Director Product Management): Stefan is a startup member of CCT and leads the product management, as well as the development organization of CCT Software. He has more than 15 years of experience in building and operating multichannel and omnichannel solutions for medium and large enterprises, especially in the areas of voice, email, chat and IM messaging for contact centers. Stefan has many years of experience in customer interaction management solutions with companies such as Avaya, Twilio, Cognigy and Google CCAI software. Stefan Kovacs (Vice President Sales & Marketing): Stefan Kovacs has more than 25 years of experience in the communications and information technology industry, with a particular focus in the areas of multi-experience contact centers, workforce optimization and consulting around customer experience management. His experience with sales and management responsibilities includes leading technology companies such as Aspect, Avaya, Tieto (Consulting & IT and Product Engineering Services), Verint & NICE. Prior joining CCT, he was Regional Director Sales and Business Development for Germany, Austria and Switzerland at Teleopti. www.theenterpriseworld.com 15

COVER STORY Jörg Ueberwolf (Manager Customer Service): Jörg has more than 30 years of experience in communications technology in the areas of UC and CC. He started his career in 1988 with an apprenticeship as a telecommunication electronics technician at the German Telekom, after which he obtained a master's degree in electrical engineering. In the course of his career, he gained in-depth knowledge of PBX systems from a wide range of manufacturers (Northern Telecom, DeTeWe, Siemens, Alcatel). He has been working with AVAYA products for more than 17 years, and for more than 12 of those years he has been working specifically in the area of customer service/helpdesk. Daniel Homm (Director Solutions Engineering): Daniel has over 20 years of experience in the communications and information technology industry, with a particular focus on the multi- experience contact center sector. After his apprenticeship as a telecommunications electronics technician, Daniel gained in-depth knowledge of PBX systems from a wide range of manufacturers during the course of his career. Special emphasis was placed on the products of the manufacturer Avaya. For more than 12 years, Daniel has been a senior consultant to numerous well-known companies in the area of strategy and technology for customer interaction management. For more than 7 years he has been strengthening CCT and is now leading the Presales team. As Director Solutions Engineering he is also responsible for the product portfolio at CCT. 1069 DMeMce2m02b1er 2021

Remarkable Achievements of CCT Solutions Avaya is the market leader in the contact center market with more agent seats than any other contact center system in the world and CCT was the Avaya 2019 Innovation Partner of the Year International and the 2015 Avaya Global DevConnect Partner of the Year. CCT ContactPro is a complementary add-on solution to Avaya contact center solutions and in recognition of that, Avaya carries CCT ContactPro parts on the Avaya parts list. Apart from that, CCT was also selected in 2017 by CIOReview as one of the 20 Most Promising Contact Center Technology Solution Providers. In 2019 CCT was selected as one of the top ten Contact Center solution providers by Industry wired. Pacing With the Changing Market Trends The company successfully serves large and medium-sized enterprise contact centers in several industry segments such as health care, logistics & transportations, telecoms, insurance, financial services, and manufacturing. However, most of the development of the new features and solutions is done jointly with its' customers to ensure the solutions provide exactly what the organizations are looking for as the company believes in listening to the customers. The engineering team of CCT Solutions has created a well-designed software architecture that allows for new feature development to occur rapidly and with high quality. Furthermore, the company's most strategic partnership is with Avaya, the leading contact center solution provider in the world. CCT is often brought in by Avaya to help its customers solve very challenging integration requirements. Uwe's Take on R&D The CEO of the company has anticipated a stronger move towards cloud-based contact center applications CCaaS. He stated, “The voice component of the ContactPro omnichannel solution, integration with cloud Unified Communication and CCaaS & CPaaS providers like Twilio, Ring Central, Nice CXOne ,Amazon, and Microsoft Azure are focused while continuing to support Avaya customers with on- premises and Avaya One Cloud CCaaS contact center systems.” Uwe considers that the evolution of NLP and AI to automate customer interactions will continue to evolve and be further integrated into the live agent experience to provide the best of both worlds – live agents with AI-based automated responses assisting those agents on sensitive and complex tasks. Thus, the company sees customer journey analytics and big data playing a bigger role in finding new opportunities. www.theenterpriseworld.com 17





Streamlining Contact Centre Operations to Reduce the IT Costs Working from home or other remote places has become the new normal for many individuals in the last 18 months as businesses across the world strive to adjust to guarantee they can stay operational while keeping their staff and customers safe throughout the epidemic. The first concern for many firms is to guarantee that their staff can continue to work productively, communicate and cooperate successfully with co- workers, and provide high-quality services and experiences to consumers. To do this, businesses have moved away from legacy IT infrastructures and office-based phone systems and towards cloud-based enterprise communication and collaboration solutions like Microsoft Teams. This has allowed them to link everyone in the company to a single platform, allowing employees to easily communicate with one another as well as external partners and clients. 2009 MDeMce2m02b1er 2021

Gijs Geurts , Founder & CEO www.theenterpriseworld.com 21

Many businesses, however, continue to struggle to deliver A Wide Array of Services seamless and efficient customer service. IT help desks are busier than ever and contact center personnel is spending In early 2021, Microsoft's Connected Contact Centers more time dealing with time-consuming consumer program recognized Anywhere365 Dialogue Cloud as the concerns, diverting their attention away from higher-value first solution of its type for Microsoft Teams. The solution duties. This is exacerbated by the fact that clients are assesses and routes client inquiries from different channels difficult to please, seeking immediate responses and to Microsoft Teams using artificial intelligence (AI), individualized services that feel suited to their unique wants machine learning, and Microsoft Azure. Routine client and tastes. As a result, now is the moment for businesses to inquiries are handled by AI speech bots and chatbots, which rethink how they handle client discussions, shifting them may send more difficult inquiries to real customer care away from the conventional contact center and instead of agents or knowledge workers if necessary. Call receivers directing them to anyone in the company is most qualified are picked based on data from the customer relationship to handle them, whether it's in customer service, sales, IT, management system, as well as the abilities of the caller. or the executive team. Customers may be contacted by employees using any Gijs Geurts, Founder, and CEO of Anywhere365 device, channel, location, or time zone. They also get founded the company and the services provided by the contextual information about the caller, which allows them company are designed to natively integrate with Microsoft to tailor the service and rapidly handle the issue. Users may Teams and empower businesses to interact with customers also make use of a variety of features and functions, across any channel, from anywhere and at any time. including call recording, real-time translation, customer 2029 MDeMce2m02b1er 2021

interaction timelines, wallboards, and more. Instead of communications channels, from any device, location, and jumping between separate point solutions, they can access any time. The employees of Anywhere365 work on more all of these features, as well as client data, from one page, complex dialogues in order to ensure first contact resolution saving time and money. This increases staff productivity of any issues. Moreover, the team comes with solutions that and efficiency while also guaranteeing that firms can enable not having to switch between different point provide personalized services that meet or exceed client solutions, which will result in faster call handling, saving expectations. costly time, and over-delivering to the customer's expectation. Furthermore, Anywhere365 Dialogue Cloud monitors client interactions across all platforms, giving company Key Achievements and Futuristic Approach executives a complete customer history as well as real-time reports to monitor service levels and assess customer Anywhere365 has rapidly grown since the inception of the happiness. The program is also ISO27001 certified, company and has expanded its reach to Europe and North suggesting that it is safe and meets industry standards. America. The adoption rates for its clients are noteworthy. The company believes in providing the ultimate and best Under the Leadership of Gijs Geurts solutions to its clients. The customers of Anywhere365 love the usability of its products and solutions. Gijs believes in the motto, “Leadership is choosing your own path. We don't copy-paste philosophies and solutions Generally, the clients belong to several and renowned from competitors, we create our own and change 'normals' international enterprises, including a couple of dozens of in the market doing so. For example, our licensing model. Fortune500 companies. When questioned about the We don't charge per agent, but rather per concurrent essentiality of R&D, Gijs stated, “We continuously invest dialogue, optimizing flexibility for our customers.” profits back in the development of new features, UI improvements, and data center resilience.” Founded in 2009, Gijs has helped the company's clients to engage their customers effortlessly across any www.theenterpriseworld.com 23

4 CONTACT CENTER TREND The pandemic of COVID 19 brought the world to a Shifting to remote locations was all in itself a challenging standstill. All the industries and their work were task, but it was worsened by the unreliable internet halted suddenly. Every industry had its share of connections and a lack of coherence with their teams and challenges they faced and had to overcome, but the call leads. center industry was one among all that was posed with some unique challenges. The use of advanced hardware and software technologies in the call centers has enabled the support teams that have During the period of the pandemic, call centers started helped to cut down on many of the common call center issues. receiving high volumes of calls which became a little This use of technology has helped them to operate even more difficult to handle. Another challenge the contact centers efficiently and have a profitable business. The design of call faced was shifting their employees to remote locations, and center technology is such that, it provides automation support, for extended periods. A survey has stated that during the customer relationship management, and also predictive time of the pandemic, the number of difficult calls analysis to the call center reps who are facing customers. increased by as much as 50%. With the deployment of the right technologies, your call The reps working at call centers were not quite equipped canter can help provide customers not only gain a rich with the kind of advanced technology that would customer experience, but it can also increase your automatically route the calls. This resulted in about 68% organizations' internal activity by reducing the operational increase in escalations as the reps tried to deal with difficult overhead. customer calls with complaints. Due to the lack of automatic routing of calls, there was a 34% increase in As we step into the new year of 2022, the interactive voice hold times in the early phases of the pandemic. response (IVR) and the analytics capabilities, which are 85 2049 MDeMce2m02b1er 2021

DS TO LOOK OUT FOR traditional to the call center technology will remain a Omnichannel Integration- standard. But at the same time, newer technologies like AI and chatbots will help call center reps with more actionable With a wide base of customers, everyone is using different information, made available easily without having to look for channels of communication, like the web, phone calls, text it. messages. If a customer is interacting with a company through one channel, they expect an inclusive experience Here are a few technologies call centers are looking for in the when they tap from any other device. year 2022, to make systems more efficient and productive. When a customer is associated with a company, they Artificial Intelligence- expect a personalized and more relevant experience, no matter how they choose to interact with the company. There is no denying the fact that this technology age is here to Omnichannel integration will help in achieving this goal, stay, especially that of Artificial Intelligence. In 2022, call as they leverage the unified customer profiles across centers will be looking forward to innovative technology to organizations. standard issues for the organizations. With multiple benefits to the organization, AI will help call center reps reduce the IVR- need for manual call routing programming. This can help route calls of customers directly to the senior authority, and Call centers have been using IVR technology for a long they can speak with the most qualified person. time now. It was one of the first-ever technology trends that were introduced to call center organizations. The pandemic Another benefit of AI is that it can provide people with of COVID 19 just pushed this technology forward, and the predictive responses during the flow of a conversation. With organizations already using it reported a tremendous these multiple responses in front of the call center reps for increase in its use. clients, it becomes easier to solve the problem and handle the situation. AI also comes in handy, as this technology can help When IVR is used in a combination with other the call center employees to collect and analyze information technologies like AI and chatbots, the resultant is speech of a customer across all channels, thus looking at a unified recognition and its ability to detect moods. This helps to view of the customer. deliver to its customers a fully personalized experience. Chatbots- Looking forward, the heavy use of technology in call center organizations will be the most beneficial to both the Chatbots or also called conversational AI is a form of customers and the organizations. The call center executives Artificial Intelligence that is capable of recognizing multiple will be able to know better about their customers, and languages, understanding what words are being said, and then would thus be able to properly assist and guide them in deciding what path to choose to respond to the customers, in their problems. the most human way possible. These technologies will make organizations ever more With Natural Language Processing (NLP), and Natural efficient and will also increase their effectiveness of it. Language Understanding (NLU), these chatbots can recognize the intent of the customers in asking questions. These chatbots can help lessen the burden of call center employees by providing account updates, helping customers in various processes, taking payment updates, and much more. www.theenterpriseworld.com 25





Pedro Barboglio, Founder & CEO Remote Team Solutions 2089 DMeMce2m02b1er 2021

Focusing on Building and Staffing Teams in A Better Way Pedro Barboglio, Founder and CEO, Remote went on to try to find a company that could do this for Team Solutions started the company in order them. After a long search for the right company, we to provide every aspect of virtual employee discover that none meet the demands; so, we decided management, recruiting, and human resource to help them and start our own company, Remote functions to help companies start, scale, and run their Team Solutions. We started with just a few customers remote team. The Enterprise World presents an from our other businesses and quickly started interview of Pedro, growing. Ÿ Brief us about the company. Ÿ What are the key challenges you tackled while establishing the company? Remote Team Solutions Focuses on Building Great Teams for Great Companies helping companies save In the beginning, our first clients were a bit skeptical more than 60% on employee wage and benefit costs of nearshoring their staff to a company in Mexico. while eliminating the time and resource burden of Therefore, one of our key challenges was to become active employee management and reducing employee trustworthy for the USA clients. turnover rate. Seeing how our USA clients from the other companies needed to hire big teams for their Ÿ How have the company's graphs changed since growing business, but didn't have the budget, time, or the foundation? talent, we got together to try to see the way to help them. They wanted to offshore their teams, but they We have been growing double digits each year. demanded the same time zone, same culture, and high-quality motivated talent with low turnover rate, Ÿ What are the products and services the and didn't want to have to fly for more than 15 hours company focuses on? How are your services in case they need to see their team or bring a team different from those in the market? member to their offices. They wanted a company that would treat their staff like they would do. After The main service is staffing; we help our clients build several meetings and research, we decided that and staff their teams. Our differentiation is quality, Mexico was the place to have their teams, and we service, and added value. We thrive on giving excellent service to our clients; each day, we see how we can add more value. We have an IT, HR, and www.theenterpriseworld.com 29

Talent Develop department who work with our clients are all the awards we have won; last year we won 10 to make sure their staff grows with them. We also staff awards from 6 different companies their team in our state-of-the-art facility. The quality of our talent is the best; we make sure they are Ÿ What kind of clients do you serve, any special motivated and happy working for the client. We tailor mentions? each service specially to our clients' needs and we can build the team our clients require not just IT, Virtual We serve all kinds of clients in the USA and Canada. Assistant, etcetera; we have more than 100 positions. We have clients in the digital marketing area, fintech, law firms, IT companies, medical companies, Ÿ Please brief us about your professional production companies, and many more. Our clients experience. range in all sizes. We have from a small office with one to two personas which we have a team of 1 in our International entrepreneur and chief executive officer offices, to big clients who we have a complete call with a demonstrated history of successes in different Center or design team industries, including the service industry, IT, and food manufacturing. Ÿ How do you keep up the pace with the changing market trends? Founder / CEO of Remote Team Solutions; partner and board member of Comal Foods. Thirteen years' Our philosophy on this is always to keep improving experience leading businesses and overseeing HR and learning to become better each day. All the team is functions, hiring, and staffing processes. Advisor to constantly learning via courses, reading, training, and NAFINSA, Member Social Council of Polytechnic going to seminars, which helps us keep up with the University, and Investor of Rokk3r Labs. changing market trends. Selected “Businessperson of the year” by the LAQI Ÿ What are values and ethos do you encourage in Ÿ How do you define leadership? How do you the company as well as in your personal life? empower your workforce? Always give your best and never stop learning. Treat A leader empowers his or her team to grow and is everyone like you would like them to treat you; treat there to help their team achieve the best results. The your clients and co-workers as a family. Have fun leader should always inspire confidence and catalyze a while working. Some of our values and ethos are: clear and shared vision for the company and move his team to action. He needs to always listen to his team · Obsession for Customer Service to understand their needs and get his team to do what must be done. · Strive to be the best place to work. To empower your team, you need to trust them and let · Invent and Simplify them know that they can make mistakes; that is the most important thing. There should always be KPI or · Learn and Be Curious OKR in place and a shared vision so that the team knows precisely what is expected from them and let · Always do your best and get things done. them act and take responsibility. people thirst to do everything better every day. Ÿ What are the key achievements of your business · Team player journey? · Insist on the Highest Standards One of our best achievements is being recommended by our own clients; many new clients come from · Think Big referrals of our current clients, which means that they are delighted with our services. Other achievements · Earn Trust · Deliver Results · Never assume 3009 DMeMce2m02b1er 2021



Delivering an Interactive AI Platform with An Advanced Ecosystem Vendors create contact centre platforms to help contact centres of different sizes, shapes, and industries manage their operations. These platforms use cloud-based or on-premises services to give the best possible customer experience. Skills-based routing, intelligent routing, voice analytics, insights, and digital agents are among the most sought-after contact centre features. Many contact centre platforms also provide omnichannel features, which enable contact centres to go beyond traditional phone service and human agent assistance and promote and nurture consumer involvement. Customers may be supported across social media, text or SMS, video, email, audio, and voice over IP (VoIP) technologies using omnichannel technology, which can be integrated with other communication platforms. Customer relationship management (CRM) systems and other critical systems can be integrated with contact centre platforms to provide workforce management (WFM) and quality optimization. Paul Humphrey, the CEO, and Co-Founder laid the foundation of Call Journey as he wanted to provide a platform that will help in delivering interactive AI to deepen and enrich the way that organizations understand their customers and people. The company is a global leading AI Speech analytics organization, with an advanced ecosystem – VoiceAI, that captures and analyses each and every conversation had with an organizations customer to produce nuanced insights in a simple, searchable, and actionable format, thereby helping organizations improve their customer experience, business performance, risk management, and compliance. Call Journey is renowned for being a CX/EX disruptor, that has helped in changing the way companies gained crucial insights into their customers and their employees. It has also partnered with global leading firms like Microsoft, SAS, and Genesys. 3029 MDeMce2m02b1er 2021

Paul Humphrey , CEO & Co-Founder www.theenterpriseworld.com 33

The Plethora of Services Upsurge in the Graphs The company's passionate interaction experts have combined During the establishment of the company, Call Journey the best in Artificial Intelligence (AI), Natural Language did quite a few “soft trials” with customers to get real Processing (NLP), and Acoustic Emotional AI in order to live feedback on our product and approach. It was during create an industry-leading analytics ecosystem. this research that it found out that almost all contact centres had common issues of gaining more effective Voice AI is just one of the services offered that unlocks the insights into their customer experience and to how well critical intelligence from each and every customer interaction, their agents were managing that experience. The producing nuanced insights in a simple, searchable, and feedback from all of the “trial” customers was indeed actionable format and delivering value to organizations at helpful as the company could successfully create efficient various stages. With the help of the services offered by Call services from the data and insights gathered from the trial Journey, organizations can expect improved revenue conversations. generation, customer experience, risk management, and enhanced compliance management. Throughout the last few years, Call Journey has been tremendously grateful to enjoy significant customer Some of the other notable services offered by the company growth. Thus, the customer numbers graphs of the are: company are up significantly and the coverage of almost all different industries represented in the fortune 500 Ÿ Intervention AI – Live Engagement: space has accelerated significantly as well. Moreover, Intervention AI analyses calls in real-time providing over the last couple of years, the volume of customers enriched data streams at an utterance level, that can be utilizing contact center conversation data outside of the used for agent prompting such as integration to knowledge contact center has also grown at a huge pace. base systems or triggers and alerts for management. Additionally, the graphs measuring customer measures (NPS and renewals) and employee engagement (EPS) Ÿ Speech AI & Conversation AI – Post Engagement: have trended at a very high level. Speech AI transcribes speech-to-text leveraging the highest performing and most accurate interchangeable Paul Humphrey's Guidance, Values, and Ethos Automated Speech Recognition (ASR) engines available depending on region and dialect, enriching the data stream Paul has been the CEO of Call Journey and has worked with enhanced call attributes. Conversation AI generates in several industry verticals. He has a strong background rules and filters that can be flexibly applied with no with over 30+ years of experience and he has delivered practical limit allowing organizations to dissect the data high caliber results across the significantly competitive for any use case. areas of IT/Telecommunications, Financial Services, Energy, Media, and Human Capital Services thereby Ÿ Coherence helping many individuals and organizations through professional services consulting. Unstructured data is complex and difficult to analyse. Call Journey's Coherence leverages a range of artificial Apart from being a consultant, Paul has led teams of up intelligence and machine learning logic to create structure to 15,000 people which included teams involved in start- and neatly put the piece of the puzzle together deriving the ups, early-stage companies, and large enterprises, and reason for a customer contacting your organisation and the has led large-scale teams across Sales, Customer Service, core topic discussed. Coherence organises the complexity Marketing, IT, and Operations. Because of his customer- of unstructured data to produce true insights. focused and action-oriented mindset, Mr. Humphrey is known to be passionate about the people in his Ÿ WordBench & Data Bridge – Data Visualisation: organization or business unit and their growth, The key to analysing voice data is the preferred method of development, and engagement. Being a part of the Call data visualization. As voice data has many interested Journey family, Paul expresses his gratitude for having to parties – from contact centre leaders to senior lead a team and the staff. management and data scientists, Call Journey provides complete flexibility in the form of a proprietary cloud Paul has values-driven culture within the business that solution in addition to a BI connector tool and pre- focuses on a few key areas such as: configured templates for many common BI tools. 3049 DMeMce2m02b1er 2021

Ÿ Customer commitment The company's customers now are across many different Ÿ Vulnerability countries including the U.S, Canada, Australia, New Ÿ Transparency Zealand, England, Italy, and Belgium. With all of these key Ÿ Self-Improvement achievements, Call Journey's true biggest achievement is Ÿ Collaboration changing the lives of our customers and their businesses Ÿ Diversity through crucial insights. Ÿ Curiosity Call journey's client profile covers both the private and He added, “In both work and personal life, I believe being public sectors. With customers in the United States, your authentic self is crucial, being open honest, and Canada, Australia, New Zealand, England, Italy, and transparent and supporting people of all walks of life do be Belgium, its global coverage is expanding. From an their best self (that last one's a bit cheesy but true). I believe industry perspective, its customers represent all industries that if you create an environment where people can feel in the fortune 500 with Financial Services and Health Care “psychologically safe” through living and demonstrating a fast-growing sectors. Call Journey also has customers cultural focus that supports this, you can do anything.” across Utilities, Telco, Media, Software, Manufacturing, and Agriculture. Furthermore, the customer size spans from Empowering the Workforce large enterprises to SMB and SMC and in the public sector, it has a good volume of Local Government and State Paul believes “Leadership” is mainly about managing Government entities as well. expectations of boards and investors whilst ensuring there is an environment and framework in which the other business Call Journey's Take on The Ever-Changing Trends leaders can excel and customers can be served in a high caliber way. Paul is a follower of Daniel Goleman because The company we listen very carefully to its customers as his views on leadership and emotional intelligence are they drive trends, not companies. Companies respond to exclusive. He believes that great CEOs at their core are their customer demands, needs, and requirements and Call “people” leaders, they intrinsically know how to drive, Journey is absolutely a customer-first organization. It has motivate, and empower PEOPLE. If it is not their natural many customer forums and regularly meets with all of its “style” or their true self to be people-centric, then he thinks customers to track closely their progress and requirements that is a huge challenge to become a successful CEO. thereby making R&D essentiality. On questioned upon work pressure, Paul stated, “The ability The company has a “do it quick” philosophy in that it wants to work under extreme pressure is crucial – I have a saying to fail fast or win quickly with the company's R&D that the true face of a leader is exposed when the Bunsen initiatives. It plans well ahead and ensures that Call Journey burner is turned on! Being calm under pressure and is always “pushing the envelope” in terms of its thinking. It unwavering in ethics and principles in this scenario is doesn't just innovate or develop new features and crucial. Equally, the ability to make tough decisions and functionality for the sake of it, the R&D program is drive down sometimes unpopular paths is crucial.” carefully planned and prioritized leaving enough scope for flexibility when/if required. Lastly, the ability to be an awesome chess player is crucial – having the IQ to see moves, risks, challenges, and opportunities ahead of time and the EQ to mobilize people (again the organization's biggest assets) to execute the moves. Noteworthy Triumphs of Call Journey For a start-up to quickly position itself as a leader in the speech analytics space and to become the preferred vendor for the global giant and contact centre technology leader Genesys, has been a great achievement. Since then, Call Journey has helped organizations across all types of industries and geographies realize massive benefits through enhanced CX and Ex insights. www.theenterpriseworld.com 35

CONTACT CENTER Call centers and contact centers have been serving as centers are generally focused on inbound and outbound the front lines for many organizations for an calls with their customers in order to gain more information improved customer experience and customer about the situation or to complete their purchase process. service, and most of the organizations of aware of that fact. These kinds of actions are revenue-driving and are usually Although, understanding the difference between a contact considered as “conversion” or “sale” by a company that center and a call center is of key importance for predominantly operates in sales or marketing niche. organizations so as to shape and enhance their customer experience and service. Call centers are traditionally seen as a contact point for brands. One of the main objectives of a call center is So how would you differentiate a call center from a contact gratification. People who phone in a call center expect a center? Let's dive into the world to know more about it. quick solution to their problems without any further hush. What is a Call Center? To ensure a good customer experience, there are a number of systems that work in unison, all focused on a single goal. A call center is generally the centralized department of a To operate smoothly and efficiently, there are a lot of company where there sits a team of dedicated staff who features working together in a call center. Some of the manage all the incoming calls. Sometimes the team also significant ones are- undertakes outgoing calls for the current or some potential customers. The nature of these calls generally revolves · Interactive voice response (IVR) around marketing, selling, and serving the customers. · Skill-based routing There are numerous differences between a call center and a contact center, but one of the major differences is that call · Call recording centers are operated and connected by B2C brands. The call · Computer telephony integration (CTI) · Call tracking and monitoring · Live call transfers · Desktop notifications · CRM integrations · Live call coaching · Call center analytics Other software or technical components that call center reps use are Computer Telephony Integration, Script and Flow Designer, CRM, Intelligent Call Back, and many more. Another interesting thing about a call center is that it is and should always be a part of a contact center. This improves the consistency and efficiency of customer experience. What is a Contact Center? A Contact Center is something that handles the current and 36 December 2021

VS. CALL CENTER The Key Differences potential customer queries on multiple channels. Contact · App integration Centers not only handle these queries, but they also field emails, live chats, SMS, and also the inquiries that come · CRM and Business Tool integration from social media handles, like Twitter. · Customer survey Unlike Call Centers, which field only calls, a contact center receives calls from various channels like that of the Apart from these, the technologies or software that are of company website, emails, company-branded applications, utmost importance in a contact center include CRM chat apps, social media, and many more. The Integration, Workforce Management Software, etc. responsibilities of a Contact Center team include marketing, selling, and serving the customers. At the end of the day, do customers care who exactly they are calling to solve their queries. The answer is most The key differences between a contact center and a call probably no. This is a detail that the customers can choose center are that- to just ignore, or would not want to really be aware of. Contact Centers handle inquiries from multiple channels But if you were to look for a broader view of the customers while call centers handle inquiries only through calls. and growth of your brand, upgrading to a contact center would be the best choice for your brand. It will help you Contact Centers employs agents that have the ability to interact with your customer across multiple channels and multi-task and handle inquiries from a number of channels. with it, they are also able to deliver a higher quality service faster. With the kind of technologies deployed in contact Contact Centers have a structure that is more specialized. centers, you can also capture a larger pool of current and This structure is designed such that the customers are potential customers. Understand your customers' needs and directly routed to an agent that is best trained and equipped expectations better for the best customer service and to handle the kind of situation that is at hand. These include experience. situations like sales, customer service, cancellations, particular product, and business lines. To ensure maximum efficiency, contact centers also employ much better systems and technologies, that allow them to deal with multi-channel operations. Some of these technologies include- · Omnichannel friendly · Digital receptionist, chatbot integration, auto- responses · Call recording · Agent status · Contact center analytics · Seamless transferring · Internal chat CALL CENTER www.theenterpriseworld.com 37