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Contact Center Automatic Call Distribution

An efficient distributor is vital to the overall effectiveness of contact centers. Below is a list of companies who can implement an integrated software solution with ACD for your support centers.

ACD routes inbound and outbound calls on predetermined criteria, streamlining the communication process. A traditional call distributor automatically processes incoming calls on a first-come, first-serve basis. An ACD system typically answers calls immediately and, if necessary, holds it in a queue until it can automatically route it to the next available agent.

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.
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
Connect First

Connect First Inc. was founded in 2004 and is a privately held company based in Boulder, Colorado. Geoff Mina and Richard Manulkin founded Connect First as a way to revolutionize the contact center industry around the primary mission of providing exceptional customer experiences. Those experiences are derived from a culture of integrity, passion, transparency and communication coupled with world-class, mature telecommunications software that is stable and effective. Today we have over 500 clients worldwide and boast a 97% customer retention rate and zero complaints three years in a row.

Genesys-Echopass
Echopass Corporation provides advanced IP-based applications s as a hosted service for mid-to-large enterprises and government agencies. Echopass delivers the unique customer promise of on-demand, always on, guaranteed, and end-to-end solutions that are both affordable and fully integrated with client's existing customer contact applications and voice or data technologies.
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.

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. 

LiveOps
LiveOps is the global leader in cloud contact center and customer service solutions. More than 300 companies around the world, including Salesforce.com, Symantec and New Zealand trust LiveOps' technology to enable effective multichannel, social and mobile interactions with their customers. LiveOps' award-winning platform has processed more than 1 Billion minutes of customer interactions and managed operations for the largest US-based cloud contact center of 20,000 home-based, independent agents.
Pipkins, Inc.

Pipkins is committed to being the leading supplier of innovative and quality workforce optimization systems and services to domestic call centers and to strategic international customers. Pipkins supplies the world's first third generation management solution that forecast call volumes and staffing requirements, while correlating special business activities. It then optimally schedules agents in a multi-skill set call center environment.

Verint® Systems

Verint® Enterprise Intelligence Solutions™ is a leader in enterprise workforce optimization software and services. Its solutions are designed to assist organizations of all sizes in capturing customer intelligence, uncovering business trends, discovering the root causes of employee and customer behavior, and optimizing customer experiences. 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, 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 service delivery network, powering the right decisions to ensure service excellence and transform organizations into customer-centric enterprises.

 

Virtual Hold-

The virtual queuing solutions from Virtual Hold Technology® assist support desks with first call resolution and other customer service goals -- despite small staffs. Virtual Hold informs callers of the estimated wait time and gives them the choice of remaining on hold or receiving a callback when it’s their turn to speak with an agent. Virtual Hold: * Improves FCR, reduces abandoned call * Eases transfer and escalation headaches * Increases caller satisfaction and employee efficiency. To learn more about Virtual Hold solutions, visit www.virtualhold.com and then try a demo by calling 888-412-2214. To set up an introductory meeting or have VHT build a business case analysis for your business, email info@virtualhold.com or call 877-886-8187. 


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