Home > Vendor Directory

Contact Center Workforce Optimization (WFO)

A WFO system integrates disparate contact center technologies — including performance management (CCPM), e-learning, interaction analytics, quality management (QM) and WFM — that execute against a high-level framework encompassing strategic planning, agent recruitment, deployment, monitoring, evaluation, improvement and motivation, and corporate accountability and contribution.

 


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.

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

Creative Virtual

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.

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/ 

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.

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. More than 450,000 contact center, field service, retail, bank branch, and back office employees around the world use Intradiem’s solution every day.

KANA

KANA makes every experience a good experience for your customers. As a leader in SEM, KANA gives managers total control over the service process, so they can take care of their brand while taking care of customers. By unifying and adapting customer journeys across the contact center, web site and social community, KANA's solutions have reduced handling time, increased resolution rates and improved NPS at more than 600 enterprises, including half of the Global 100 and more than 200 government agencies. KANA is based in Silicon Valley and has offices worldwide.

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 - Workforce Optimization

Uptivity Discover Suite is an innovative call recording and quality management solution that enables you to record what you need, when you need it. This WFO system is compatible with VoIP, TDM, and blended telephony environments. The result is a scalable solution that grows and evolves with your organization. Discover includes coaching and training components that equip users with knowledge and tools for success, providing an effective way for agents to understand strengths and weaknesses. Optional modules provide for regulatory compliance, security, desktop analytics and recording, and satisfaction surveys.

Verint Enterprise Intelligence Solutions - Workforce Optimization

Verint® Enterprise Intelligence Solutions™ is the leader in enterprise optimization software and services. Its systems are designed to help organizations of all sizes capture customer intelligence, uncover business trends, discover the root cause of workforce 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® suite is the industry’s most unified program—featuring quality workforce monitoring and recording, customer interaction analytics (speech analytics, data analytics, text analytics and customer feedback surveys), desktop and process analytics, performance enhancement, 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.

Workflex Solutions

WorkFlex Solutions is the industry leader in “auto-optimization” for service centers and has been recognized by Gartner Inc. as a 2011 Cool Vendor for CRM Customer Service. WorkFlex SaaS products “plug into” existing workforce management systems and apply real-time supply chain methodologies to automate intraday staffing and performance management processes, reducing dependency on forecast accuracy, improving performance and reducing G&A overhead.