Telephony applications connect computers and telephone systems enabling them to work together for enhanced communications between the two technologies. Enhance the customer experience by integrating databases for applications such as: Recording-Monitoring; Interactive Voice Response (IVR); Voice Mail; Auto Attendant; Predictive Dialers; Caller ID and Call Routing.
Click on any company below for further information on each vendor.
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/
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 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.
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