Romsey, SO51 0HR,
United Kingdom
Impact Call Centre Technographics
Discover the latest software purchases and digital transformation initiatives being undertaken by Impact Call Centre and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 250 Impact Call Centre employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Impact Call Centre has purchased the following applications: ServiceMax for Field Service Management in 2019, Dialer360 Click-to-Call Dialer for Call Center in 2017, Microsoft Azure Cloud Services for Application Hosting and Computing Services in 2019 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Impact Call Centre is running and its propensity to invest more and deepen its relationship with ServiceMax , Dialer360 , In-House Applications or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing Impact Call Centre revenues, which have grown to $25.0 million in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Impact Call Centre intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
ERP Services and Operations
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| ServiceMax | Legacy | ServiceMax | Field Service Management | ERP Services and Operations | n/a | 2019 | 2019 |
In 2019 Impact Call Centre deployed ServiceMax as its Field Service Management platform to extend call centre workflows into structured order tracking and field orchestration. The initial deployment targeted the customer service outsourcing team and call centre agents, aligning access to order location and account update functions with existing agent scripts and cleared messaging.
ServiceMax was configured to support core Field Service Management capabilities including work order management, scheduling and dispatch, mobile technician access, and asset and inventory tracking. Configuration emphasized tight linkage between case and order records and the customer record workflows used by agents, while preserving Impact’s step by step processes and concise response templates.
Integrations were implemented to allow ServiceMax to coexist with Impact’s multi-CRM support model, including connections to client-hosted CRM systems and Impact’s own configurable CRM options. The integration posture explicitly covered CRM platforms cited by the organisation including Salesforce, Oracle, Netsuite, Magento and Freshdesk, enabling agents to locate orders and update customer information from a unified operational view. Governance focused on embedding ServiceMax into existing agent playbooks and scripted escalation routes to ensure accurate and timely responses to common queries such as where an order is and how to update account details.
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CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Dialer360 | Legacy | Dialer360 Click-to-Call Dialer | Call Center | CRM | n/a | 2017 | 2017 |
In 2017 Impact Call Centre deployed Dialer360 Click-to-Call Dialer to support Call Center operations, providing outbound dialing capability for its sales and customer-service contact center teams in the United Kingdom. The Dialer360 Click-to-Call Dialer was positioned as the primary dialing application to manage outbound campaigns and agent call handling for telephone-based customer engagement.
The implementation centered on two functional modules, Click-to-Call and Predictive Dialer, configured to drive outbound campaign management and agent desktop call controls. Configuration work focused on dialing logic and pacing, list segmentation and campaign scheduling, agent screen pop and click-to-call initiation, and standard contact center controls such as abandon rate pacing and do not call handling. The Dialer360 Click-to-Call Dialer was described in terms consistent with outbound call center automation and agent-assisted dialing workflows.
Operational integration concentrated on linking the dialer to telephony infrastructure and agent desktop workflows to support sales and customer-service teams across Impact Call Centre. Governance and rollout attention emphasized campaign-level controls and compliance settings typical for UK contact centers, with configuration and operational ownership aligned to contact center management. Module usage is inferred from a reseller vendor listing rather than a published vendor case study, therefore the presence of Click-to-Call and Predictive Dialer functionality is supported by the partner listing rather than an explicit public case narrative.
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CRM | CRM |
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2015 | 2015 |
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Customer Experience | CRM |
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2017 | 2017 |
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Customer Support | CRM |
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2021 | 2021 |
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Tag Management | CRM |
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2018 | 2018 |
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IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Microsoft | Legacy | Microsoft Azure Cloud Services | Application Hosting and Computing Services | IaaS | n/a | 2019 | 2019 |
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Content Delivery Network | IaaS |
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2022 | 2022 |
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