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® Cloud (formerly “Nexus®”) is next-generation Software as a Service (SaaS) for technical support that increases customer satisfaction and loyalty, creates new revenue opportunities and decreases support costs. Support.com Cloud provides intelligent guidance for support teams and customer self-service, as well as enabling Internet of Things (IoT) solution and app providers to embed support directly into their products. It can be used to resolve complex technical issues more quickly and effectively, reducing customer effort and maximizing the value customers get from new technologies. Guided Paths® are at the core of both the Self-Support and Agent Support applications of Support.com Cloud, providing easy to follow, step-by-step guidance with built-in logic. To facilitate continuous optimization, Support.com Cloud also collects detailed data about every step of every support interaction, and uses advanced analytics to provide actionable insights into support practices and real-world product performance.
Verint® is a global leader in
Actionable Intelligence®, which has become a necessity in a dynamic world of
massive information growth. By empowering organizations with crucial insights,
Verint solutions enable decision makers to anticipate, respond and take action,
and make more informed, effective and timely decisions. Our solutions are
designed to address three important areas of the actionable intelligence
market: customer engagement optimization; security intelligence; and fraud,
risk and compliance. Verint’s vision is to create A Smarter World with
Actionable Intelligence®, and today, more than 10,000 organizations in over 180
countries—including over 80 percent of the Fortune 100—already benefit from