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Contact Center Performance Management

Call center optimization technology provides actionable intelligence for improved productivity and operations. Through the integration of data from disparate sources, these contact center products provide an enterprise view of business processes, applications and call center workforce activity, and deliver meaningful information about customer interactions. They transform fragmented data into key performance indicators (KPIs), allowing managers to track and analyze the metrics that are critical to their operations. Through this actionable intelligence, businesses experience increased workflow optimization, enhanced CRM, and cost savings.

Contact center speech analytics provides advanced functionality that can help you glean valuable information from thousands of customer calls so you can take action quickly. Although your business records customer conversations, the sheer number of recordings can easily exceed your ability to review and analyze them. A call center speech analytics solution can mine recorded interactions to surface the intelligence essential for building effective cost containment and service strategies.

For further product information, click on the vendors below.


Aspect

Aspect builds customer-company relationships through a combination of customer contact software and workforce optimization for the enterprise. For more information, visit www.aspect.com.

Avaya

Avaya is the global leader in contact center and enterprise customer communication solutions. The company provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, service and competitiveness.

Calabrio

Calabrio develops Calabrio ONE®, a comprehensive and powerful suite of contact center workforce optimization software including call recording, quality assurance, workforce management, speech and desktop analytics and performance-based dashboards and reporting. Calabrio ONE is intuitive and flexible - providing products with an easily personalized architecture that allows contact centers the freedom to integrate applications and scale these solutions to fit their needs. Calabrio strives to put the power of harnessed data to work, kicking complexity to the curb while bring the most important data quickly to the helm where it becomes simply actionable.

CallMiner

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.

Cisco Systems, Inc.

Cisco is the worldwide leader in networking for the Internet and a leading provider of communication and collaboration solutions, including solutions for the contact center. Cisco customer solutions combine powerful contact center multi-channel routing and queuing with voice self-service to create unique, content rich experiences. Cisco is also delivering the next wave of customer care that enables enterprises to integrate traditional contact center tools and processes with Web 2.0, emerging social medias, and video in order to deliver compelling customer experiences and proactively manage a company’s brand and reputation. Learn more at www.cisco.com/go/cc

Enkata

Enkata is a leader and innovator in cloud-based customer experience analytics and workforce optimization. Our solutions give customer-centric companies visibility into the entire customer experience across each customer touchpoint – social, self-service, live assistance, and retail sales and service operations. Customers achieve impressive gains in customer service industry rankings while reducing the cost to service each account. Enkata’s Customer Journey Cloud is a set of analytics-powered solutions that capture unstructured data from voice and desktop sources used to improve operational process and employee performance. Fortune 100 companies trust Enkata to examine millions of customer interactions each day ensuring that each is delivering value to their customers.

Five9

Five9 is a pioneer and leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers worldwide. Five9 helps businesses take advantage of secure, reliable, scalable cloud contact center software to create exceptional customer experiences, increase agent productivity and deliver tangible business results. For more information visit www.five9.com.

Twitter: @Five9 Facebook: www.Facebook.com/CallCenterSoftware 

 

Genesys

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.  For more information: visit us on the Web: http://www.genesys.com/ 

HigherGround, Inc.

HigherGround is a premier software developer of recording, data integration and reporting tools. These solutions are designed to deliver timely, accurate information for analytics and decision support to improve performance. The Fusion Series 7 systems collect data from multiple sources (ACD, CDR, IVR, screen capture, agent evaluations, enterprise and customer databases, etc.) and integrate the information into a single interface. HigherGround applications are used by call centers as well as by organizations in financial services, healthcare, public safety and government.

inContact

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.

Interactive Intelligence

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. 

Intradiem

Intradiem is the leader in intraday automation solutions for multi-channel contact centers. Intradiem’s customers achieve an invincible customer experience with a real-time workforce by automating manual processes such as intraday task management, intraday staffing, reskilling, channel balancing, real-time adherence and alerts. Intradiem empowers an immediate and consistent response to unpredictable events and changing conditions, resulting in labor savings, improved employee performance and a better overall customer experience.  www.intradiem.com

Knoa Software

Knoa® Software is leading the performance management industry with end-user experience management solutions that reach beyond infrastructure and application performance to monitor, measure and manage how end-users are utilizing the application to optimize business process execution. We are proud that our solutions are helping control costs and drive ROI in some of the world's largest and most complex software deployments.

NICE Systems

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.

Teleopti

Teleopti is the leading provider of solutions for strategic Workforce and Performance Management as well as Telecom Expense Management. The company is renowned for developing advanced and user-friendly solutions based on clients’ requirements. Hundreds of enterprises around the world rely on solutions from Teleopti to attain optimal operational efficiency and provide the highest levels of service.

Teleopti have 500+ customers in more than 60 countries across the globe and offices in the Nordics, New York, London, Frankfurt, Moscow, Istanbul, Dubai, Delhi, Madrid, Paris and Bejing. The company has 16 consecutive years of solid profit and growth. High capitalisation and AAA credit rating. Other highlights include Winner of Microsoft .NET Awards 2007, three times winner of CCW-Awards as Best in Europe and most recently Teleopti was the first organization in Sweden to achieve 3 stars for SDI’s Service Desk Certification programme.  Teleopti, established in Stockholm, Sweden in 1992 operates through a comprehensive network of partners.

Uptivity - Contact Center Performance Management

Insight by Uptivity is a contact center performance management platform that provides a unified view of all contact center activity, so staff at all levels have clear and consistent views of contact center performance and can identify issues and respond appropriately, maintaining clear accountability.

Verint Enterprise Intelligence Solutions

Verint® Enterprise Intelligence Solutions™ is the leader in enterprise workforce optimization software and services.  Its solutions are designed to help organizations of all sizes capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience.  From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization™ suite is the industry’s most unified solution set—featuring quality monitoring and recording, workforce management, customer interaction analytics (speech analytics, data analytics, text analytics and customer feedback surveys), desktop and process analytics, performance management, eLearning and coaching.  Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.

VPI

VPI is a leading innovator and provider of integrated interaction recording and optimization solutions for enterprises, trading floors, government agencies, and first responders. Through its award-winning suite, VPI empowers organizations to proactively improve the customer experience, improve performance, ensure compliance, and align tactical and strategic objectives across the enterprise. With the power to be proactive, organizations are equipped to actively identify and maximize opportunities and minimize risk. For more than a decade, VPI has been providing proven technology and superior service to more than 1,000 customers in over 40 countries. This dedication and commitment to excellence has resulted in an unmatched customer loyalty rate of over 90 percent.