Contact Center Performance Management
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.
Contact center speech analytics provides advanced functionality that can help you glean valuable information from thousands of customer calls so you can take action quickly. Although your business records customer conversations, the sheer number of recordings can easily exceed your ability to review and analyze them. A call center speech analytics solution can mine recorded interactions to surface the intelligence essential for building effective cost containment and service strategies.
For further product information, click on the vendors below.
Aspect builds customer-company relationships through a combination of customer contact software and workforce optimization for the enterprise.
Calabrio develops Calabrio ONE®, a comprehensive and powerful suite of contact center workforce optimization software including call recording, quality assurance, workforce management, speech and desktop analytics and performance-based dashboards and reporting. Calabrio ONE is intuitive and flexible - providing products with an easily personalized architecture that allows contact centers the freedom to integrate applications and scale these solutions to fit their needs. Calabrio strives to put the power of harnessed data to work, kicking complexity to the curb while bring the most important data quickly to the helm where it becomes simply actionable.
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.
CallMiner is the leading cloud-based conversational
analytics solution for improving agent performance across all contact channels
(voice, social, email, chat), by automating Performance Management. Unlike
complex analytics that require a sophisticated fulltime analyst, CallMiner
Eureka pushes actionable insights directly to the people who need and can act
on the data, from the VP who manages contact centers and/or BPOs, the
Supervisor who manages a team of agents, and to Agents themselves. CallMiner
has solutions tailored for improving sales effectiveness, driving positive
customer experience, and for monitoring compliance.
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.
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 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.
ZOOM International, a global technology
company, gives contact centers the tools they need to make better
customer connections, address compliance and service challenges while
ensuring excellent customer experiences that enhance their competitive