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MultiChannel and Cloud

Technology continues to change the face of today’s call centers. A multi-channel system allows a contact center to provide quality service through any medium, including: voice, text-SMS, Fax or Web. And the convergence of multi-site applications onto a single, centrally managed and administered platform promises to reduce costs, increase customer satisfaction, and boost revenues.

Until recently, many communication systems, which might have been managed in a single contact center, were still essentially a point solution, hosted on separate platforms, administered separately, running applications developed and deployed separately, and—most significantly—not sharing information about the operations and interactions of multiple contact centers.

The emergence of unified multimedia software radically changes all that. This type of system unifies ACD, IVR, servers for email and Web, computer telephony, outbound dialers, and other essential tools such as workforce management applications. These components are all unified into a single communication solution. Management has a complete view of all activity and a holistic view of each customer’s history. Developers work at a single interface to create customer-facing applications that combine the functionality of all systems. Administrators have one central point of control for all resources.

In short, a unified multi-channel system is a much more efficient, much more cost-effective, much more powerful tool for winning customer loyalty and generating revenue than its predecessors.


Aspect
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
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.
Cisco Systems, Inc.
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
Creative Virtual
Creative Virtual is a leader in self-service customer experience management solutions for enterprises. Global organizations rely on our technology to optimize their customer support, sales, marketing and call center teams, reduce costs, increase online sales, and achieve operational excellence across mobile, web and social media channels. Creative Virtual has built the most advanced technologies in knowledge management, natural language processing and virtual assistants to help businesses deliver intelligent, personalized customer experiences that reduce email and call volume, build brand loyalty, and increase customer engagement at a lower cost per conversation.
Genesys

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.genesyslab.com/ 

inContact

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
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.
Verint® Systems

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 customer-centric enterprises.

 

VoltDelta
VoltDelta OnDemand is a global provider of virtual contact center and voice recognition solutions. Organizations around the world partner with VoltDelta to deploy contact centers and remote agents, enable self service with patent-pending speech technology, and communicate with multi-channel support. Over 2.4 billion calls and 2 billion SMS text messages per year are processed within VoltDelta’s on demand infrastructure.

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