Most customer interactions take place through contact centers, and the experience can be a defining moment for both the customer and the company. By one estimate, some 90% of contact centers employ some form of call center monitoring and recording service company, or software, to ensure quality contact center workforce performance and customer relationship management.
Technology that enables a business to monitor, record and evaluate customer interactions is the cornerstone of an effective service program. Recognizing that quality doesn’t begin and end with monitoring and recording, some of today’s solutions also incorporate other tools to help optimize contact center workforce performance throughout the entire agent “lifecycle” – from agent pre-screening/recruiting tools to fully-integrated Learning Management Systems (LMS).
For further information, click on the vendors below.
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 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.
CallFinder® is an affordable, cloud-based call recording and speech analytics application that allows businesses to easily record and analyze customer conversations to generate more business, retain customers, work more effectively and gather critical business insights. This advanced audio mining technology finds specific spoken phrases within call recordings and identifies and categorizes calls that cover business challenges such as customer satisfaction, workforce training, business and competitive intelligence, marketing effectiveness, script compliance, dispute resolution, and more. Whether your goal is to gain competitive intelligence, monitor agent performance, or measure the customer experience with specific products and services you offer, CallFinder will deliver a vast amount of business intelligence, easily and affordably.
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
Five9 is the leading global provider of cloud-based call center software for sales, marketing and support. The award-winning Five9 Virtual Call Center and Predictive Dialer serve customers of all sizes on five continents. Customers profit from Five9’s reliable, robust functionality that provides the best technology, improves agent productivity, and delivers business flexibility. Twitter: @Five9 Facebook: www.Facebook.com/CallCenterSoftware
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.
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.
IQ Services is a provider of managed customer experience testing services. We give contact center and IT professionals the testing tools and actionable data needed to achieve ROI and support objectives.
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.
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.
Siemens Enterprise Communications is a premier provider of end-to-end enterprise communications, including contact center, voice, video, and communication solutions that use open, standards-based architectures to unify business and communication applications for a seamless collaboration experience. Through our global network of over 12,000 service professionals in more than 20 countries, we are able to deliver a complete range of enterprise solutions. We provide innovative, secure and flexible solutions that can unify communications for every shape and size of business. The end result is a way of working that we call Open Communications.
UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail. Headquartered in San Francisco , CA , with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement.
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 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.
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