Contact Center Customer Interaction Management (CIM)
Interaction management is an evolving Industry practice that focuses on improving interactions, rather than on the full service life cycle. The proper solution operates across different channels, increasing revenue and retention of customers while improving operations efficiency. The basic capabilities of these applications include the ability to:
Create real-time profiles based on both live and historical data about the customer, the company representative and the interaction;
1. Interpret this information in real time, and apply business logic and analytics to determine the best course of action;
2. Present the recommendations during the customer contact.
Aspect builds customer-company relationships through a combination of customer contact software and workforce optimization for the enterprise.
CallMiner is the leading cloud-based conversational
analytics solution for improving agent performance across all contact channels
(voice, social, email, chat), by automating Performance Management. Unlike
complex analytics that require a sophisticated fulltime analyst, CallMiner
Eureka pushes actionable insights directly to the people who need and can act
on the data, from the VP who manages contact centers and/or BPOs, the
Supervisor who manages a team of agents, and to Agents themselves. CallMiner
has solutions tailored for improving sales effectiveness, driving positive
customer experience, and for monitoring compliance.
Creative Virtual is a leader in self-service customer experience management solutions for enterprises. Global organizations rely on our technology to optimize their customer support, sales, marketing and call center teams, reduce costs, increase online sales, and achieve operational excellence across mobile, web and social media channels. Creative Virtual has built the most advanced technologies in knowledge management, natural language processing and virtual assistants to help businesses deliver intelligent, personalized customer experiences that reduce email and call volume, build brand loyalty, and increase customer engagement at a lower cost per conversation.
EdgeVerve Systems, a wholly owned subsidiary of Infosys, develops innovative software products and offers them on-premise or as cloud-hosted business platforms. Our products help businesses develop deeper connections with stakeholders, power continuous innovation and accelerate growth in the digital world. We power our clients’ growth in rapidly evolving areas like banking, digital marketing, interactive commerce, distributive trade, credit servicing, customer service and enterprise buying.
Our flagship offering in the space of customer experience management, AssistEdge, is an enterprise class customer service product that delivers an integrated, cross-channel experience and reduces service intensity by enhancing operational productivity. For more information, please visit: www.edgeverve.com/assistedge
Genesys is a leading provider of customer engagement and contact center solutions. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.
The inContact platform includes ACD software with skills-based routing, IVR with speech recognition, CTI capabilities, reporting, work force optimization, eLearning, agent hiring and customer feedback measurement tools. Taken together, the inContact service center platform creates an integrated, all-in-one software solution for operations seeking to support call centers, including those with a distributed workforce – either at-home or multi-site. Please see inContact’s cloud contact center solutions.
InMoment™ is a cloud-based customer experience (CX) optimization platform that allows companies to listen to and engage with their customers to improve business results through better experiences. The company is the leading VoC vendor for the contact center industry, offering comprehensive voice solutions (including speech to text, live agent analysis, verbatims, inbound and outbound IVR, service-to-survey routing, and a proprietary telephony architecture) as part of the Experience Hub™, a platform that provides Voice of Customer (VoC), Social Advocacy and Reviews, and Employee Engagement technology. InMoment also provides strategic guidance and tactical instruction, support, and services, to 350 brands across 25 industries in 128 countries.
Interactive Intelligence offers unified business communications for contact center automation, unified communications, and business process automation, with our open standards, all-in-one software suite. Over 5,000 organizations worldwide currently benefit from our on-premise or cloud-based solutions, both of which include value-added services for software, hardware, implementation, consulting, support and education.
Jacada solutions improve an organization’s customer experiences and reduce their operational costs. Jacada enables them to deliver advanced customer and agent interactions by implementing cutting edge mobile customer service and visual IVR solutions, simplified agent desktops, and process optimization products. Customers can benefit from an improved customer service experience at every touch point with the organization, whether at the call center, on the mobile, or at the retail store. Jacada projects often deploy in less than six months, and customers often realize a complete return on investment within 12 months of deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; and Herzliya, Israel. More information is available at Jacada.com.
NICE Systems is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.
Support.com® Cloud (formerly “Nexus®”) is next-generation Software as a Service (SaaS) for technical support that increases customer satisfaction and loyalty, creates new revenue opportunities and decreases support costs. Support.com Cloud provides intelligent guidance for support teams and customer self-service, as well as enabling Internet of Things (IoT) solution and app providers to embed support directly into their products. It can be used to resolve complex technical issues more quickly and effectively, reducing customer effort and maximizing the value customers get from new technologies. Guided Paths® are at the core of both the Self-Support and Agent Support applications of Support.com Cloud, providing easy to follow, step-by-step guidance with built-in logic. To facilitate continuous optimization, Support.com Cloud also collects detailed data about every step of every support interaction, and uses advanced analytics to provide actionable insights into support practices and real-world product performance.