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Unified Communications

Unified technology integrates all forms of desktop customer interactions and refers to a real-time communication delivery based on the preferred method and location of the recipient; In general, it allows an individual to send or receive a message on one medium and received on another.

The term of presence is also a factor – knowing where one’s intended recipients are and if they are available, in real time – and is itself a key component of unifying communications. To put it simply, unified applications integrate all the systems that a user might already be using and helps those systems work together in real time. For example, unified technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call, or even a video call – all within minutes.

For further information on each vendor, click on the description links below.

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CRMX Preferred Vendor

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


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.


Five9 is a pioneer and leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers worldwide. Five9 helps businesses take advantage of secure, reliable, scalable cloud contact center software to create exceptional customer experiences, increase agent productivity and deliver tangible business results. For more information visit www.five9.com.


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 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.


Nuance provides tailored customer service solutions that support intuitive and pleasing interactions between companies and their customers. Our full suite of customer care solutions – including speech-enabled IVR, full-service hosting, proactive outbound notifications, routing and CTI services, desktop optimization and business consulting – enable organizations with complex and evolving customer care operations to earn happy, loyal customers.


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.