Virksomheder efterspørger software til skyen

Flere og flere virksomheder efterspørger software, der kan køre som app, i skyen og/eller på abonnementsbasis. Derfor kan du også i dag købe det eftertragtede IT-system Business Central på abonnementsbasis i skyen – eller Cloud, som man også siger. Business Central er forretningssoftware. Det har været på markedet i ca. 30 år, hvor det er populært software til at styre bogholderi, lager, indkøb, produktion, sager mv. Det er Microsoft, der står bag løsningen, og du kan også købe løsningen som Cloud software.

For nogle virksomheder er det nemmere at samle software i skyen og som SaaS løsning. Det er også nemmere for nogle at betale på månedsbasis for de medarbejdere, der skal have brugeradgang til løsningen. Andre virksomheder foretrækker at køre løsningen on-premise, og samtidigt købe licenserne og dermed undgå at leje dem på månedsbasis.

I dag er der mange muligheder for at købe eller leje Business Central. Det kan også foregå i skyen og som SaaS og on-premise løsning. Hermed er det nemmest for virksomheder at vælge den løsning, der passer til virksomhedens øvrige infrastruktur og IT-produkter.

Business Central kan ganske enkelt tilgås fra en browser og app, så det er nemt at komme på systemet for en bruger. Man har også mulighed for at købe apps til Business Central. Det er typisk apps udviklet af forskellige IT-leverandører, og disse apps er tænkt som add-ons til programmet. Det kan f.eks. være en app til nemmere at håndtere og scanne fakturaer eller en app til lagerstyring eller webshop.

Inden man går i gang med Business Central, vil de fleste skaffe hjælp fra eksperter. Der findes flere konsulenter og udviklere, der kan hjælpe med at sætte programmet op. Disse kan også rådgive om Cloud løsningen, så man får mere viden om konkrete fordele og evt. ulemper. Nogle virksomheder fravælger Cloud løsninger, fordi det i sidste ende kan blive dyrt ved at abonnementspriser stiger.

Flere softwarehuse i Danmark har specialiseret sig i Business Central. Derfor kan man henvende sig til dem og få hjælp og rådgivning om en løsning. Ikke mindst er der her erfarne konsulenter, der kan sætte løsningen op. Det kræver oftest tilpasninger i programmet, og en erfaren konsulent vil spørge ind til virksomhedens arbejdsgange, lagerhåndtering, vareindkøb, bank osv., så programmet kan sættes op efter virksomhedens behov. Derfor er det en fordel at konsulenten hjælper her, fordi han/hun har viden om programmets funktioner, så f.eks. kontoplan, bankintegration, dimensioner, varegrupper osv. sættes korrekt op. Derudover vælger mange superbrugere – det er typisk bogholder eller økonomichef – at få et par dages undervisning i programmet, så de har konkret viden om opsætning, brugeroprettelse, regnskabsopsætning osv., og de derfor i sidste ende kan udføre flere ting i programmet selv.

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  2. Top 10 Customer Support Outsourcing Companies in 2023
    | Helpware
    Outsourcing customer support is a great way to provide affordable but reliable service to your
    clients. Whether for voice or non-voice applications,
    there are plenty of excellent customer support…
    Written by Dana Mahoney
    Sunday, Jan 22
    Table of Contents
    Outsourcing customer support is a great way to provide affordable but
    reliable service to your clients. Whether for voice or non-voice applications,
    there are plenty of excellent customer support outsourcing companies that fit every
    requirement.
    But then again, why even think about outsourcing?
    Isn’t local talent good enough to provide the service needed
    by a company’s customers? Plus, wouldn’t it be a disservice to customers if a company farms out its frontline operations to contractors?

    What Is Customer Support Outsourcing?

    By now, the best customer service companies should know the value of customer support and why it’s an essential cog in an organization.
    Like sales and marketing, customer service should already be
    in play during a company’s first day, as they are the group that comes into direct contact with clients.

    The main goal of customer support is to keep customers happy by attending to their needs and responding
    to their questions. However, it’s also a way to instill loyalty and generate additional
    sales. To do so, an outsourcing company must have its support team available whenever the customer needs it.

    Outsourcing customer support allows companies to maintain an around-the-clock service team managed by industry veterans
    and experts.
    Advantages of Customer Support Outsourcing
    Admittedly, not all company startups have leaders who
    are experts in every facet of their operations.
    Given their many responsibilities, many startup founders accept that
    they can’t do everything themselves. Non-core competencies such as customer service can benefit from outsourcing.

    Turning the service over to competent experts lets companies benefit from a
    bigger source of talent from all over the world. At the same time, companies that outsource customer support enjoy reduced payroll
    without sacrificing service quality. Other benefits of outsourcing
    include:
    More Opportunities to Grow the Business
    By assigning customer support to expert outsourcing service providers, leaders can instead turn to scaling the business.
    Overseeing the day-to-day operations can already take much of management’s time, and customer support is equally demanding.
    To help executives focus on the big picture, they’ll need to partner with the best service
    companies that know what they’re doing.
    Enhance Customer Experience
    Given the opportunity to communicate and interact with customer service, many customers will express their satisfaction in getting
    their voices heard. If customer service companies and their team address customers’ issues in a satisfactory way, they’re more than likely
    to remain customers.
    A pleasant customer experience will almost
    always lead to longer retention and a significantly higher customer lifetime value
    (CLV). This isn’t to say a stellar customer experience is only possible through outsourcing.
    Rather, the chances of improving customer satisfaction come with
    a continuous and consistent level of service. Providing a highly specialized, dedicated team of professionals from day one is a great way to achieve this quickly.

    Top 10 Customer Support Outsourcing Companies

    We’ve narrowed down the list of companies with great customer service
    to the top 10 most prominent ones in 2022. We’ll also provide a brief description and highlight the main strong points of each outsourcing company.

    1. Helpware

    Helpware started in 2015 with the initial goal of providing support to startup companies.
    Over the years, the company has grown big and is confident enough to provide both enterprise and small
    business customer service outsourcing solutions.
    Providing back office, technical, and customer support,
    Helpware specializes in assisting companies in various support areas.
    This includes Omnichannel Customer Support, Technical & IT Support, Content Moderation, CX Consulting
    Services, Back Office Support, Data Labeling, Digital Marketing Solutions, and Cyber Security.

    The company provides only dedicated agents, in-house
    training, and equipment to help its clients boost their productivity from day one.

    Now it’s one of the top customer service companies in the US and European markets with numerous awards and positive reviews from
    satisfied clients on Clutch and other reputable platforms.
    Helpware’s people-focused culture seems very attractive to businesses sharing the same philosophy.

    Pros:
    Shows outstanding flexibility when providing
    for clients’ specific needs. This means its support can scale along with your company’s growth.

    Offers turn-key solutions, so you don’t have to look for either option separately.

    Helpware’s focused on developing its people and their skills and it pays off handsomely,
    especially in customer support outsourcing contracts.
    Some global brands are happy to have their customer support outsourced to Helpware.

    2. Sykes

    U.S.-based Sykes is one of the pioneers of the BPO industry.

    Established in 1995, the company trailblazed its way to the top and was one of the
    first BPOs to open multiple locations. In 2021, the Sitel Group acquired Sykes to
    widen its reach and increase its capacity.

    Sykes is one of the top 10 service companies and leading service
    providers of demand generation and customer engagement services,
    with clients included in the top 2000 companies worldwide.
    At the core of Sykes’ business are its staple services:
    outsourcing, customer experience, service to sales, digital transformation, and brand extension.
    Pros:
    Sykes maintains a pool of service agents from its clients’ home countries.

    The company is well-versed in matters concerning data privacy.
    Specifically, Sykes follows various privacy guidelines, including HIPAA compliance and Payment Card Industry (PCI) data security certification.

    3. Ascensos

    Founded in 2013 in the UK, Ascensos is one of those outsourced
    customer service companies that wanted to change the customer experience by applying a personal touch to customer
    care. The company is now Europe’s number-one customer
    support outsourcing company, providing bespoke customer experience solutions to clients around the world.
    In addition, its contact center operation locations include the UK, Romania, Turkey, and South Africa.

    Pros:
    Ascensos is more nearshore than an offshore support center, so location and time zone differences aren’t as pronounced as operations in Asia and South America.

    Companies that outsource customer service to Ascensos value the fact that it supports diversity and inclusivity among staff while focusing on promoting happiness as a key asset among its workforce.

    Although there aren’t any published pricing rates, instead,
    Ascensos will individually respond to requests for quotes,
    the prices of this outsourcing customer service company
    are more than affordable.
    4. Teleperformance

    With more than 40 years of experience in the BPO industry, Teleperformance is an established leader
    in solution design, business optimization strategies, and front-office customer support.
    It also offers back-office services such as finance and accounting, collections, and technical support.

    Pros:
    Teleperformance is a truly global service provider.
    It operates in 80 countries and employs
    more than 330,000 agents speaking over 265 languages and deservedly belongs to a league of good customer service companies.
    You won’t find it difficult to get support in the language and location you require.

    Clients also appreciate the company’s expertise
    in providing omnichannel solutions.
    5. VXI

    VXI Global Solutions is one of those outsourcing agencies that offer customer care and customer experience (CX) solutions to some of today’s major global
    brands. In addition, the company offers contact center and BPO services, omnichannel and multilingual support, software development,
    CX innovation, quality assurance (QA), and infrastructure outsourcing.
    VXI employs more than 35,000 workers in 43 countries throughout North America, Asia, Europe, and the
    Caribbean.
    The company also prides itself on its ability to help clients
    resolve major CX and employee experience (EX) pain points and take their customer service systems to the next level.
    Like any modern BPO, VXI employs omnichannel support services to enhance communication coverage for clients.
    Also, VXI provides additional analytics and insights generation services so clients
    can learn as they go.
    Pros:
    High CX expertise leads to enhanced customer and employee experience.

    VXI displays an uncanny ability to scale up or down to
    fit its client’s capabilities.
    6. InfluX

    In its quest to build the world’s first remote-only CX team, InfluX managed to recruit employees from
    more than 120 cities worldwide. This strategy
    also lets them provide 24-hour customer support outsourcing solutions within the client’s time zone.
    In addition, InfluX creates specialized customer experiences that reflect the client’s vision, voice, and values.

    Pros:
    Less dependence on automation and more on human interaction make for a better customer experience.

    Having employees in every time zone solves the common offshore problem of mismatched time schedules
    between clients and outsourcing companies.
    Pay-as-go pricing may be attractive to some clients who prefer flexible packages.

    7. Skycom

    Skycom is also on the list of nearshore outsourcing companies that specialize in multi-continent
    support services. The company employs native English contact center agents with experience
    in multiple industries. Skycom also offers a full range of services,
    including business process outsourcing, telemarketing and sales, customer support, and healthcare.
    With more than 15 years of experience, Skycom also
    employs over 2,000 workers assigned to 35 clients in five
    countries.
    Pros:
    Nearshore operations mean fewer problems dealing with
    time zone and distance differences.
    Skycom covers a wide range of industries, including healthcare, travel, utilities,
    IT, finance, retail, and telecommunications.

    8. Integra

    Integra’s differentiator is its focus on training its workforce in customer
    psychology. This means company-provided support agents are more sensitive in detecting changes in the customer’s voice
    or tone. As a result, they can respond to these changes to
    defuse any tension and lead the customer into a more positive mindset.
    Starting with four employees in 2004, Integra currently employs more
    than 1,400 workers stationed across four countries.

    It handles customer service duties over the phone, email, live chat, or social
    media.
    Pros:
    Integra offers some of the most cost-effective solutions in the
    industry.
    Sales psychology is also an incredible asset to have if you work
    in a customer support outsourcing company.
    9. Telus

    Telus International is one of the world’s leading digital CX innovators.
    In particular, it designs and produces next-generation digital solutions for brands all over the
    world. This is one of the Canadian top IT outsourcing companies that provide IT
    services and multilingual customer service to industries such as technology, media, communications, eCommerce, financial technology, travel, hospitality,
    automotive, healthcare, and games.
    Pros:
    Telus International is a premium multilingual contact center.
    It is one of those IT support outsourcing companies that offer top-tier customer support services in various countries and more than 50 languages.

    Telus is famous among IT services outsourcing companies for organizing an annual charitable initiative called “Telus Days of Giving.” In particular, the company taps 225,000
    volunteers from its offices to complete various
    service projects across its many host countries.

    10. Arise

    Arise is a 25-year-old United States-based company that specializes in providing support
    outsourcing services across the USA. It employs more than 60,000 remote agents in the U.S., Canada, and the United
    Kingdom. Unlike a traditional BPO, Arise utilizes a network of service partners to provide the needed
    customer service experiences. In addition, the Arise Platform
    helps companies lower expenses. As a result, Arise clients report an average 25% reduction in contact center
    service total costs, which is why clients want to outsource customer
    service small business really needs.
    Pros:
    Arise deploys a tiered security approach in its communications with clients.
    This ensures they preserve the confidentiality of documents or files sent over.
    It also means Arise conforms to widely accepted data privacy regulations such as HIPAA, CCPA,
    and others.
    Arise also focuses its employment on local talent, hiring residents of
    the U.S., UK, and Canada. This means stable
    employment for the company and an easier method of hiring or replacing staff members.

    Choose the Best Outsourcing Companies That Fit Your Needs
    Deciding which outsourcing providers to contact for
    your customer support outsourcing needs? Perform the necessary research before
    settling on your choice. For instance, some customer service outsource companies on our list might
    command a pricing structure higher than what your budget holds.

    In addition, consider your company’s specific requirements and areas for improvement.
    Do you need a customer support team focused on CX?
    Or, do you prefer having sales psychology-trained outbound callers who can close deals?
    Finally, does the appeal of higher-cost nearshoring resonate
    better than offshore talents a few time zones
    away?
    No one-size-fits-all solution exists when it comes to customer support outsourcing.
    However, if you want a highly flexible and secure customer service solution that utilizes modern technology throughout the various stages,
    try the best companies for customer service.
    These largest outsourcing companies not only supply the
    best talent, but also the best equipment and training to
    prepare them.

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