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Multichannel 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. 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 omnichannel software changes all that. This type of system unifies ACD, IVR, email and Web, computer telephony, 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.

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Customer Service Robotic Process Automation by Jacada

Customer Service Robotic Process Automation (CS RPA) is Jacada’s solution for implementing automation of processes required to fulfill online customer requests. Customers interacting with a live contact center agent or customer service bot benefit from shorter Average Handle Time (AHT) or even call deflection through the automated processes that take place by the implementation of Customer Service RPA. CS RPA is uniquely focused on generating ROI in the customer service space by drastically reducing the manual, error-prone and repetitive tasks of data entry, navigation and process fulfillment. CS RPA focuses on customer service scenarios which are difficult to fulfil using standard RPA tools that traditionally focus on back office automation. Includes: Desktop Automation Agent, Intelligent Assistant, Visual IVR


[24]7 is redefining the way that companies interact with consumers. The company’s customer engagement platform assists several hundred million visitors and engages in 1.5 billion conversations annually, across all channels, most of which are automated. Using [24]7 solutions, many of the world’s largest and most recognizable brands are anticipating and acting on consumer intent to create more personalized customer experiences. This shift to an intent-driven engagement strategy results in an order of magnitude improvement in digital adoption, customer satisfaction, and revenue growth.


BroadSoft is the leader in cloud PBX, unified communications, team collaboration and contact center solutions for business

Evolve IP

Evolve IP's award-winning cloud platform enables superior cloud services including unified communications, cloud computing, disaster recovery, and more.


Genesys, the world’s #1 Customer Experience Platform, empowers companies to create exceptional omnichannel customer experiences, journeys and relationships. Trusted by over 4,700 customers in 120 countries, Genesys orchestrates over 25 billion contact center interactions per year in the cloud and on premises. 

NICE inContact

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.

NICE Systems

NICE Systems is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.


The virtual queuing solutions from Virtual Hold Technology® assist support desks with first call resolution and other customer service goals -- despite small staffs. Virtual Hold informs callers of the estimated wait time and gives them the choice of remaining on hold or receiving a callback when it’s their turn to speak with an agent. Virtual Hold: * Improves FCR, reduces abandoned call * Eases transfer and escalation headaches * Increases caller satisfaction and employee efficiency. To learn more about Virtual Hold solutions, visit our website and then try a demo by calling 888-412-2214. To set up an introductory meeting or have VHT build a business case analysis for your business, email info@virtualhold.com or call 877-886-8187.


West’s cloud-based communication solutions combine innovative technology, fluid orchestration with your existing systems to minimize your investment, and consultative business intelligence to optimize results. We’ll help you use multi-channel strategies to strengthen self-service and outpace the competition.