Understanding customers, and their feedback and perceptions with regard to products and services, is invaluable and critical for success in any contact center.
A new class of enterprise technology compliments Contact Center systems with significant and measurable financial benefit. It automates the collection of important customer feedback in the context of an interaction or transaction, in a way that not only fosters customer satisfaction and loyalty, but also facilitates fast and accurate customer data analysis and research. The data collected is presented with dynamic, real-time reports to appropriate departments and groups throughout an organization.
These systems effectively integrate customer opinion into business processes and give customers a ‘voice’ in providing feedback in the context of transactions. It is ideal for improving operations and building best practice customer relationships.
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.
AVOKE Caller Experience Analytics from BBN Technologies is the first and only solution that profiles complete end-to-end telephone interactions from the caller’s perspective. Without installing any new hardware or software, the AVOKE Call Browser system captures the caller's entire experience from dialing to hang-up - including all announcements, prompts, IVRs, queues and agents - across all sites, continents and outsource partners. Companies use the AVOKE Call Browser system to deliver real-time caller experience dashboards, and to supply process improvement teams with complete and objective customer data. BBN also provides professional services to quickly analyze a large volume of calls and deliver specific and quantified improvement roadmaps.
CallMiner is the leading cloud-based conversational
analytics solution for improving agent performance across all contact channels
(voice, social, email, chat), by automating Performance Management. Unlike
complex analytics that require a sophisticated fulltime analyst, CallMiner
Eureka pushes actionable insights directly to the people who need and can act
on the data, from the VP who manages contact centers and/or BPOs, the
Supervisor who manages a team of agents, and to Agents themselves. CallMiner
has solutions tailored for improving sales effectiveness, driving positive
customer experience, and for monitoring compliance.
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
Genesys, an Alcatel-Lucent company, is the world’s leading provider of contact center and customer service applications — with more than 4,000 customers in 80 countries. Genesys technology directs more than 100 million interactions every day, dynamically connecting customers with the right resources — self-service or assisted-service — to fulfill customer requests, optimize customer care goals and efficiently use agent resources. Genesys helps organizations drive contact center efficiency, stop customer frustration and accelerate business innovation. For more information: visit us on the Web: www.genesyslab.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.
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.
Mattersight is a leader in enterprise analytics focused on customer and employee interactions and behaviors. Mattersight's Behavioral Analytics captures and analyzes customer and employee interactions, employee desktop data and other contextual information to improve operational performance and predict future customer and employee outcomes. Mattersight’s analytics are based on millions of proprietary algorithms and the application of unique behavioral models. The company's SaaS+ delivery model combines analytics in the cloud with deep customer partnerships to drive significant business value. Mattersight's applications are used by leading companies in Healthcare, Insurance, Financial Services, Telecommunications, Cable, Utilities and Government. See What Matters™ by visiting www.Mattersight.com.
RightNow is leading the industry beyond CRM to customer high-impact Experience Management solutions. Companies around the world turn to RightNow to drive a superior customer experience across the frontlines of their business. Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices in North America, Europe and Asia.
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 software and services for enterprise workforce optimization. These 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 service monitoring and recording, workforce management, customer interaction analytics (speech, data, text, 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.
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