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 software, or service company, 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 customer service program. Recognizing that quality doesn’t begin and end with call 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.
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.
RECITE™ is developed by the recording industry’s leading software engineers and backed by many years of sales and support experience. We have combined our experience in designing world class recording solutions with the latest developer’s tools and technologies to offer a modern, user-friendly, full-featured scalable solution. Numonix and our reseller partners are dedicated to providing unparalleled service and support to insure that your investment is protected for years to come. We are constantly demonstrating our expertise and customer-first philosophy that has helped us grow our business with loyal and satisfied customers. Numonix™ provides interaction recording and quality management systems to customers of all sizes. Our mission is to demonstrate our commitment to our customers and to focus on the total customer experience. The entire Numonix™ ecosystem will demonstrate that we listen to our customers and we are easy to do business with. Our employees and resellers, focus on delivering best of breed technology and customer service.
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.