Contact Center Remote Agents
If your company is considering hiring remote agents for its contact centers, these systems from top vendors can provide the agent support you need.
Employing remote contact center agents may be the viable solution that your company needs to react to agent turnover and further solidify your call center processing. Compare the vendors below to learn about their services and the benefits of using a remote software system.
3CLogic offers a complete suite of inbound, outbound, and
blended cloud-based contact center solutions based on an innovative distributed
approach (Virtual Telephony Application Grid or V-TAG) that eliminates the need
for legacy server-centric architecture. Providing companies with a 360-degree
view of all their customer interactions, regardless of the channel chosen,
3CLogic’s solutions allow for a timely and accurate means by which to offer
first call resolutions. As a true cloud software solution, hosted on AWS, it
offers seamless integration with other cloud-based solutions, including CRM and
WFM, while providing market-leading security, scalability, and reliability.
Finally, in addition to traditional contact center features (i.e. multichannel
communication, IVR, ACD, predictive dialer, etc.) 3CLogic provides a powerful
reporting framework with business analytics and real-time scripting engine.
Aspect builds customer-company relationships through a combination of customer contact software and workforce optimization for the enterprise.
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 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.
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.
Support.com, Inc. (NASDAQ:SPRT) provides cloud-based software and
services to deliver next-generation technical support. Support.com helps
leading brands, including IoT solution providers (for example in connected
home, personal entertainment, medical, or automotive applications), software
vendors, consumer and business electronics suppliers, communication service
providers, as well as premium technical support businesses, strengthen their
customers’ product experiences. Customers want technology that works the way
it’s intended. By using Support.com software and services, companies can
deliver a great customer experience, leading to increased brand loyalty,
customer retention, and additional revenue streams.
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