Feedback – Analysis

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. 

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 

 

KnoahSoft’s Harmony product is a 100 % web based contact center performance management tool which includes quality management, coaching, e-learning, analytics, scorecard in an easy to administer environment that allows contact centers to stay compliant, improve performance, and remain competitive. KnoahSoft is known for its affordable, award-winning products, world-wide deployment and on-demand scalability. Our Harmony product is suitable for any size telephony or contact center environment. KnoahSoft is both Avaya and Cisco certified.

 

Mindshare Technologies is the leading provider of real-time, automated customer feedback and employee engagement solutions, deployable at any or all enterprise touch points (moments of truth.) Our business monitoring tools help companies improve operational excellence, foster consumer satisfaction, build customer loyalty, and support employee retention.

Portrait is a global provider of Customer Interaction Optimization technology that makes every interaction count.  Portrait systems are used by large organizations to deliver great customer service and to dramatically improve customer revenues, profitability and loyalty by applying insight and intelligent decisions at the point of customer interaction.  In the face of fierce competition, every large and successful customer-focused organization faces the challenge of managing millions of customer communications across many different channels. Portrait offers applications to optimize these customer interactions.

Prosodie Interactive is an industry leading Interactive Voice Response service provider with more than 20 years experience working with multi-national organizations in North America. Prosodie helps increase CRM efficiency and customer experience for contact centers by automating programs such as: Inbound Routing / Steering, Branch / Dealer / Store Locator, Skills Based Routing, Service Activation, Outbound Marketing Dialer with Hot Transfer, Information Retrieval, Technical Support, Employee Care HR, Order Shipment Status and Much more.

RightNow is leading the industry beyond CRM to high-impact Customer 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.

Verint® Witness Actionable Solutions® is the leader in analytics-driven workforce optimization software and services. Its solutions are designed to help organizations 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, speech and data analytics, customer feedback surveys, 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.