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Multichannel - OmniChannel Call Center Solutions

 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.  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.


 


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CRMX Preferred Vendor

Callback by VHT

VHT offers a suite of complementary, patented solutions that help organizations optimize the customer journey in order to achieve greater loyalty, efficiency and revenue. VHT solutions provide enterprises the opportunity to enrich the brand and deepen the customer relationship with every interaction. Deployed seamlessly within any single or multi-vendor environment, our virtual queuing and customer engagement solutions are designed to empower customers, agents and brands. To learn more about how VHT can help transform how you serve your customers, visit http://www.vhtcx.com or email info@vhtcx.com.

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Cloud Contact Center by West Corporation

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.

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CRMX Preferred Vendor

Conversation Bridge by VHT

VHT offers a suite of complementary, patented solutions that help organizations optimize the customer journey in order to achieve greater loyalty, efficiency and revenue. VHT solutions provide enterprises the opportunity to enrich the brand and deepen the customer relationship with every interaction. Deployed seamlessly within any single or multi-vendor environment, our virtual queuing and customer engagement solutions are designed to empower customers, agents and brands. To learn more about how VHT can help transform how you serve your customers, visit http://www.vhtcx.com or email info@vhtcx.com.

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CRMX Preferred Vendor

Customer Service Robotic Process Automation by Jacada

Jacada Inc. helps enterprises significantly reduce costs of their customer service operations by deploying automation solutions and contextual bots. From guiding the contact center agents and automating their manual tasks to fully automated self-service solutions, Jacada automates interactions while improving customer experience. Our 27 years of experience in automating customer service processes for global enterprises, together with proven outcome-focused integration capabilities, enable worry-free deployments with lower Total Cost of Ownership.

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CRMX Preferred Vendor

Eureka Customer Engagement Platform by CallMiner

CallMiner’s mission is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. CallMiner’s market leading cloud-based interaction analytics platform Eureka automatically analyzes contacts across all communication channels: calls, chats, emails, SMS, surveys and social. Over 2 billion hours of conversations are mined per year to improve contact center performance and gather key business intelligence by automating their ability to listen to every customer interaction.

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CRMX Preferred Vendor

Five9 Virtual Contact Center by Five9

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.

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CRMX Preferred Vendor
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CRMX Preferred Vendor

IVR by West Corporation

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.

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CRMX Preferred Vendor

Navigator by VHT

VHT offers a suite of complementary, patented solutions that help organizations optimize the customer journey in order to achieve greater loyalty, efficiency and revenue. VHT solutions provide enterprises the opportunity to enrich the brand and deepen the customer relationship with every interaction. Deployed seamlessly within any single or multi-vendor environment, our virtual queuing and customer engagement solutions are designed to empower customers, agents and brands. To learn more about how VHT can help transform how you serve your customers, visit http://www.vhtcx.com or email info@vhtcx.com.

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CRMX Preferred Vendor
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CRMX Preferred Vendor

Proactive Notifications by West Corporation

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.

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CRMX Preferred Vendor

Sharpen Empower by Sharpen Technologies

Sharpen Technologies has developed an agent-first omni-channel cloud contact center platform. Its solutions uniquely address long-standing agent issues responsible for sub-par customer experiences. Sharpen’s patent-pending Agent Experience Score (AXS) gives contact centers a new way to measure and track not only performance, but overall agent well-being. The company’s unique omni-channel approach gives agents a single interface for communicating across any channel. A global, cloud-native platform eliminates scalability issues while delivering mathematically unbeatable voice quality. Sharpen was named among the Best Places to Work in Indiana. The company is also a recipient of the Stevie American Business Awards. Sharpen was founded in 2011 and is headquartered in Indianapolis, Ind. Visit https://sharpencx.com/ or call 855.249.3357.

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CRMX Preferred Vendor
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CRMX Preferred Vendor

V-Person Live Chat™ by Creative Virtual

Creative Virtual, winner of the Queen’s Awards for Enterprise: Innovation 2017, is a global leader in conversational self-service solutions that bring together humans and artificial intelligence to enable anywhere, anytime customer and employee engagement. Leading global organizations rely on our award-winning V-Person™ technology to improve their support experience, reduce costs, increase sales and build brand loyalty.

Backed by an experienced, expert team as well as an extensive partner network, our innovative virtual agent, chatbot and live chat solutions, along with our knowledge management and business intelligence platform, empower organizations to provide consistent, accurate, personalized and seamless omnichannel engagement.

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CRMX Preferred Vendor

V-Person™ by Creative Virtual

Creative Virtual, winner of the Queen’s Awards for Enterprise: Innovation 2017, is a global leader in conversational self-service solutions that bring together humans and artificial intelligence to enable anywhere, anytime customer and employee engagement. Leading global organizations rely on our award-winning V-Person™ technology to improve their support experience, reduce costs, increase sales and build brand loyalty.

Backed by an experienced, expert team as well as an extensive partner network, our innovative virtual agent, chatbot and live chat solutions, along with our knowledge management and business intelligence platform, empower organizations to provide consistent, accurate, personalized and seamless omnichannel engagement.

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CRMX Preferred Vendor

V-Portal™ by Creative Virtual

Creative Virtual, winner of the Queen’s Awards for Enterprise: Innovation 2017, is a global leader in conversational self-service solutions that bring together humans and artificial intelligence to enable anywhere, anytime customer and employee engagement. Leading global organizations rely on our award-winning V-Person™ technology to improve their support experience, reduce costs, increase sales and build brand loyalty.

Backed by an experienced, expert team as well as an extensive partner network, our innovative virtual agent, chatbot and live chat solutions, along with our knowledge management and business intelligence platform, empower organizations to provide consistent, accurate, personalized and seamless omnichannel engagement.

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AnswerIQ AI Solution for Customer Support by AnswerIQ

AnswerIQ is an intelligent automation platform that delivers customer-oriented AI solutions to reduce the strain on your support team while enabling agents to focus on high-value support requests.

AnswerIQ’s unique approach to intelligent automation has helped progressive companies reduce inbound ticket volume by as much as 30%, significantly reduce average handle time, and expedite first contact response. From front-end deflection tools to back-end agent assist solutions, AnswerIQ delivers the only end-to-end AI toolkit available today.
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Atmosphere® Communications Platform by IntelePeer

At IntelePeer, we deliver critical, cloud-based voice communications you can build on with voice and messaging applications. We make it easy to connect to our services with multiple connection options and flexible deployments while helping to ensure your communications remain uninterrupted with disaster avoidance solutions. All of our products are backed by a rock-solid network and a team of experts who provide nothing but award-winning customer service.

We believe that business communications are meant for more than just simple interactions. That’s why we enable our partners and customers to leverage our innovative solutions and visionary architects to automate business processes and enhance the customer experience.

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Contact Center Plan by CallTrackingMetrics

CallTrackingMetrics’s award-winning call tracking and automation platform provides thousands of businesses the tools they need to track, manage and optimize phone calls to increase conversions and scale for growth, worldwide. From understanding which advertising campaigns are driving phone calls to advanced routing and call management, we arm businesses with the tools to transform communication into powerful intelligence.

CallTrackingMetrics has also been recognized in Inc. Magazine's 5000™ list of fastest-growing private companies, and as a leader on G2 Crowd for inbound call tracking software.

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Quiq Messaging by Quiq

Quiq makes it easy for customers to contact a business via Messaging, the preferred channel already in use with friends and family. With Quiq, customers can engage with companies via SMS/text messaging, Facebook Messenger, Web Chat, Apple Business Chat, and In-App for help with their pre-sales and post-sales questions. In return, companies get a digital engagement platform to communicate with customers.

Give customers what they want and reap the reward of shifting phone calls to SMS/text messaging. Text messaging takes ~25% less work time versus phone calls and emails. Also, agents can handle multiple, simultaneous conversations, unlike single 1-1 phone conversations. Not only all that, it is important to note that customer satisfaction scores are 5-10 points higher over text messaging than any other channel.

Try it out yourself today with a free demo!

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Zoho Desk by Zoho Corporation

Zoho is the operating sys