Technology continues to change the face of today’s call centers. A multi-channel system allows a contact center to provide improve customer care by providing 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, improve the customer support experience 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.
Bright Pattern is the next generation in cloud-based contact centers. Featuring a scalable platform, the ability to handle inbound and outbound "blended" contact centers, and native multichannel support, Bright Pattern can solve all of your contact center needs.
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.
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