What is Contact Center Performance Management? Call center optimization technology provides actionable intelligence for improved productivity and operations. Through the integration of data from disparate sources, these contact center products provide an enterprise view of business processes, applications and call center workforce activity, and deliver meaningful information about customer interactions. They transform fragmented data into key performance indicators (KPIs), allowing managers to track and analyze the metrics that are critical to their operations. Through this actionable intelligence, businesses experience increased workflow optimization, enhanced CRM, and cost savings.
CRMX Preferred Vendor
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) and employee engagement suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
CRMX Preferred Vendor
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.
CRMX Preferred Vendor
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.
CRMX Preferred Vendor
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.
Augment CXM is a navigation system for the contact center built off of hundreds of millions of customer interactions. It provides real-time guidance to every agent, on every turn of the conversation, enabling novice agents to navigate customer queries like veterans.
Our product is backed by three breakthrough technologies:
1. A semantic deep learning engine: Analyze more than keywords, with an AI built to understand full conversations
2. Predictive KPIs: The ability to know the KPI of any conversation. Even without the customer completing a survey
3. Real-time analysis: Review and analyze each and every turn of the conversation, the moment it happens in true real-time
CallFinder is an affordable, cloud-based call recording and speech analytics application that allows businesses to easily record and analyze customer conversations to generate more business, retain customers, work more effectively and gather critical business insights. This advanced audio mining technology finds specific spoken phrases within call recordings and identifies and categorizes calls that cover business challenges such as customer satisfaction, workforce training, business and competitive intelligence, marketing effectiveness, script compliance, dispute resolution, and more. Whether your goal is to gain competitive intelligence, monitor agent performance, or measure the customer experience with specific products and services you offer, CallFinder will deliver a vast amount of business intelligence, easily and affordably.
VereQuest helps call centers deliver excellent customer service and build customer loyalty through call center training, call center quality monitoring services/tools, and call center consulting support.
VereQuest's goal is to help organizations keep the promises they make to customers and employees alike. Our third-party, quality monitoring service pairs VereQuest’s highly-skilled Customer Insight Specialists with our proprietary quality monitoring technology VQ Online™ to capture the level of detail you need to understand the experiences customers have when interacting with your call center agents — across all of your channels (calls, email, chat, video, etc.). The result is specific, actionable coaching insight that lifts and sustains performance. This same technology is available in a hosted, SaaS model for internal quality monitoring teams.
The VereQuest Check-Up™ e-learning program is customizable e-learning for service, sales, and chat/email agents [...]
West provides the omnichannel communications to connect you to everything that matters. From little things to big things, West is there 24/7 to help you communicate and get through your day by reminding you to pick up your prescription, preparing you for parent-teacher conferences, notifying you of flight delays or keeping you connected to colleagues across the globe. In an emergency, we connect you to the help you need. When the power goes out, we provide the critical updates to keep you informed and safe.
In over 30 years of creating connected experiences, we’ve learned that every connection matters. So trust West to stay one step ahead in an increasingly complex world and connect to what matters.
Call Criteria is a Comprehensive HUMAN Quality Assurance Company that provides agent performance analysis as well as compliance solutions to industries like education, insurance, healthcare and financial services.
Working with real HUMAN analysts, we have analyzed over 30 million minutes of customer engagements to provide accurate insights.
Typical results experienced by Call Criteria clients include month over month reductions in compliance violations at a rate of 7% while improving lead conversion and customer retention at a rate of 12% and 9% respectively.
Cloudlinx is a national practice leader in migrating legacy contact center technology to a cloud-based environment. Whether it means mitigating the challenges of moving to a virtualized call center or ensuring the benefits from doing so, Cloudlinx delivers guidance and executive level sponsorship to contact centers from the start of RFP to completion of the cutover.
With a twenty year history in managing complex telecommunication network design for call centers, the team at Cloudlinx has the experience and industry insight to help contact centers both large and small avoid the unforeseen mistakes in committing to a cloud based provider, before they make them.
Cloudlinx has the expertise to help any organization select the right carrier, protect from overspending, negotiate with industry leverage, manage the operational cut-overs and then support you on an ongoing basis, all at no cost to the client.
Through our strategic partnerships with the [...]
CPO PLAYBOOK empowers leaders via people management consulting services in CA, NY, and the UK. We specialize in mergers & acquisitions consulting, business advisory, and fractional HR to drive high-performing organizations. Our expertise extends to executive coaching, employee engagement, leadership development, and performance management. With nearly 20 years of experience, we transform organizations through innovative HR consultancy and strategic people analytics. Upgrade your business with our all-inclusive solutions and become a powerhouse of success.
Learn more about CPO PLAYBOOK fractional HR services, business advisory services, and management consulting services on our website!
Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee. Learn more at edify.cx.
Five9 is the leading provider of cloud contact centers for the digital enterprise.
Five9 brings the power of Practical AI to the contact center to create smart, personalized omnichannel experiences over the phone, web, chat, email, mobile and social.
Chosen by the world's leading enterprises, Five9 is your trusted partner that offers a unique, high-touch approach throughout the entire customer life cycle.
Visit our website to learn more about our 100% cloud-based technology.
Waterfield Tech transforms customer engagement for organizations worldwide. Operating across six continents, our employees leverage a consultative, client-centric approach to design, build, and manage scalable, omnichannel and AI-enabled customer experience solutions.
Our breakthrough innovations in contact center technology, applied artificial intelligence (AAI), and workforce engagement reduce business costs, improve customer satisfaction, and help customers deploy a smarter utilization of the human workforce.
Companies across every vertical turn to Waterfield Tech for:
1. Savings on services and support. Realize the benefit of a broader set of expertise and get more for your budget by bypassing the manufacturer’s overhead.
2. Quality service. Our priority is helping organizations get the most out of their tech investments. As a result, we're more responsive to your needs.
3. Expert, unbiased evaluation. We [...]
OpenText WFO Software has a 33-year history of innovation, holds 24 contact center technology patents, and provides enterprise contact center customers around the world with call recording, integrated workforce optimization and advanced analytics. Our workforce optimization solution, OpenText™ Qfiniti, is a modular suite that includes tools designed to optimize workforce management, quality monitoring, PCI-compliant call recording, coaching and eLearning, performance management, and surveying. OpenText Explore is our speech and Voice of Customer analytics product that enables the enterprise to gain customer behavior insights in multi-channel, multi-language contact center environments.
ProcedureFlow is a reimagined contact center knowledge base. It makes the most complicated information easy and intuitive to create, maintain and use, even in highly regulated and complicated industries. We provide every employee with the exact information they need to handle any contact scenario, making employees confident in their abilities from day one on the job. ProcedureFlow allows organizations to leverage the knowledge and expertise of their top performers, and put it into the hands of every employee, improving quality and consistency. This allows organizations to transform traditional classroom training to “learning by doing”, creating a more motivating and engaging environment for employees.
Call Criteria is a Comprehensive HUMAN Quality Assurance Company that provides agent performance analysis as well as compliance solutions to industries like education, insurance, healthcare and financial services.
Working with real HUMAN analysts, we have analyzed over 30 million minutes of customer engagements to provide accurate insights.
Typical results experienced by Call Criteria clients include month over month reductions in compliance violations at a rate of 7% while improving lead conversion and customer retention at a rate of 12% and 9% respectively.
CallFinder is an affordable, cloud-based call recording and speech analytics application that allows businesses to easily record and analyze customer conversations to generate more business, retain customers, work more effectively and gather critical business insights. This advanced audio mining technology finds specific spoken phrases within call recordings and identifies and categorizes calls that cover business challenges such as customer satisfaction, workforce training, business and competitive intelligence, marketing effectiveness, script compliance, dispute resolution, and more. Whether your goal is to gain competitive intelligence, monitor agent performance, or measure the customer experience with specific products and services you offer, CallFinder will deliver a vast amount of business intelligence, easily and affordably.