Performance Management - Speech and Data Analytics

Altitude Software, is the leading independent contact centre vendor for unified interaction solutions. Altitude uCI™ (Unified Customer Interaction) suite over IP manages and improves interactions. Altitude uCI is a cost-effective application suite conceived to improve the overall productivity of the contact centre.
 

Aspect is a global software and IT services firm specializing in applying Microsoft® unified communications and collaboration to help customers achieve optimal results through enhanced business processes across the enterprise and in the contact center.  Aspect provides IT consulting, integration services and business applications. For more information, visit www.aspect.com.

Autonomy Corporation ,a global leader in infrastructure software for the enterprise, spearheads the Meaning Based Computing movement. Autonomy's technology allows computers to harness the full richness of human information, forming a conceptual and contextual understanding of any piece of electronic data, including unstructured information, such as text, email, web pages, voice, or video. Autonomy's software powers the full spectrum of mission-critical enterprise applications including pan-enterprise search, customer interaction solutions, information governance, end-to-end eDiscovery, records management, archiving, business process management, web content management, web optimization, rich media management and video and audio analysis.

AVOKE Caller Experience Analytics from BBN Technologies is the first and only solution that profiles complete end-to-end telephone interactions from the caller’s perspective.  Without installing any new hardware or software, the AVOKE Call Browser system captures the caller's entire experience from dialing to hang-up - including all announcements, prompts, IVRs, queues and agents - across all sites, continents and outsource partners.  Companies use the AVOKE Call Browser system to deliver real-time caller experience dashboards, and to supply process improvement teams with complete and objective customer data.  BBN also provides professional services to quickly analyze a large volume of calls and deliver specific and quantified improvement roadmaps. 

Cicero, Inc. is a leading provider of application and process integration solutions for customer service organizations.  By leveraging your existing applications, Cicero integrates diverse business applications and allows them to effectively share data and processes thereby improving the efficiency of the agents in contact centers.  It provides an intuitive point-and-click environment, which simplifies the integration of complex multi-platform applications and eliminates the need write or modify any application code.  Cicero is a proven application integration solution that is running on over 31,000 desktops including Fortune 500 companies in the financial services industry such as Merrill Lynch and Nationwide Insurance.  Contact centers and other customer service organizations using Cicero are able to integrate applications and automate processes in weeks and to experience an ROI within months of implementation.

Cisco Systems, Inc. industry-leading customer contact solutions provide businesses with differentiated competitive advantage enabled by superior customer support capabilities. Cisco’s customer contact portfolio includes both TDM- and IP-based speech self-service and assisted-support software solutions for large and mid-sized customer contact centers – all designed to improve support, reduce costs, and increase productivity.

eglue is a global company that provides unique real-time interaction solutions to enterprises around the globe.  eglue InterAct™’s unique technology intelligently pulls and analyzes data from both ongoing interactions and from all available data sources – with minimal integration – and analyzes it with an interaction decision engine that can be easily and rapidly modified by business users. It then advises the users in real time on the next best action with personalized callouts. Companies including Nationwide Financial Services, Telefonica and Hyatt have realized impressive results such as 10-15% improvement in revenue, while at the same time reducing their costs of call handling by 5-10%.

Enkata provides on-demand performance and talent management solutions-featuring First Call Resolution-guiding managers to the next best actions to prove performance and eliminate rework.

 

Genesys, an Alcatel-Lucent company, is the world’s leading provider of contact center and customer service applications — with more than 4,000 customers in 80 countries.  Genesys technology directs more than 100 million interactions every day, dynamically connecting customers with the right resources — self-service or assisted-service — to fulfill customer requests, optimize customer care goals and efficiently use agent resources. Genesys helps organizations drive contact center efficiency, stop customer frustration and accelerate business innovation. For more information: visit us on the Web: www.genesyslab.com 

 

HigherGround is a premier software developer of call recording, data integration and reporting tools.  These solutions are designed to deliver timely, accurate information for analytics and decision support to improve performance.  The Fusion Series 7 systems collect data from multiple sources (ACD, CDR, IVR, screen capture, agent evaluations, enterprise and customer databases, etc.) and integrate the information into a single interface.  HigherGround applications are used by call centers as well as by organizations in financial services, healthcare, public safety and government.

KnoahSoft’s Harmony product is a 100 % web based contact center performance management tool which includes quality management, coaching, e-learning, analytics, scorecard in an easy to administer environment that allows contact centers to stay compliant, improve performance, and remain competitive. KnoahSoft is known for its affordable, award-winning products, world-wide deployment and on-demand scalability. Our Harmony product is suitable for any size telephony or contact center environment. KnoahSoft is both Avaya and Cisco certified.

 

LiveOps provides the leading on-demand call center platform that frees businesses from the complexity and constraints of traditional call center models. Used by Fortune 500 and major brand marketing companies, the LiveOps on-demand call center platform delivers enterprise-grade availability and reliability with the security infrastructure required in today’s mission-critical business environments. The company also runs the world’s largest virtual call center, which includes a network of more than 20,000 independent home agents who provide unmatched customer service. The best practices of operating a state- of- the- art virtual call center, coupled with the LiveOps on-demand call center platform, enable LiveOps to deliver breakthrough call center results to its customers.

NICE Systems is a world-leading developer and provider of digital recording and monitoring software. NICE's solution includes total recording, and voice and screen capture for quality measurement applications. Focusing on meeting all recording needs, NICE offers NiceUniverse, an essential tool for measuring the quality of service provided by your agents and for improving your performance. NiceUniverse includes CTI automated voice recording, screen capture, on-line evaluation and comprehensive reporting

OnviSource is a leading provider of highly affordable, integrated Workforce Optimization, Customer Interaction Software and Business Process Management Outsourcing Services. Our software product suite, OnviCenter 6, offers Workforce Optimization, Agent Transaction Automation, Business Applications and Contact Management.  OnviSource’s award winning OnviServ offers inbound-outbound outsourcing services in telemarketing, campaign management, order processing and contact center customer support.

Portrait is a global provider of Customer Interaction Optimization technology that makes every interaction count.  Portrait systems are used by large organizations to deliver great customer service and to dramatically improve customer revenues, profitability and loyalty by applying insight and intelligent decisions at the point of customer interaction.  In the face of fierce competition, every large and successful customer-focused organization faces the challenge of managing millions of customer communications across many different channels. Portrait offers applications to optimize these customer interactions.

Prosodie Interactive is an industry leading Interactive Voice Response service provider with more than 20 years experience working with multi-national organizations in North America. Prosodie helps increase CRM efficiency and customer experience for contact centers by automating programs such as: Inbound Routing / Steering, Branch / Dealer / Store Locator, Skills Based Routing, Service Activation, Outbound Marketing Dialer with Hot Transfer, Information Retrieval, Technical Support, Employee Care HR, Order Shipment Status and Much more.

Verint® Witness Actionable Solutions® is the leader in analytics-driven workforce optimization software and services. Its solutions are designed to help organizations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization suite is the industry’s most unified solution set – featuring quality monitoring and recording, workforce management, speech and data analytics, customer feedback surveys, performance management, eLearning and coaching. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.

Verint® Witness Actionable Solutions® is the leader in analytics-driven workforce optimization software and services. Its solutions are designed to help organizations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization suite is the industry’s most unified solution set – featuring quality monitoring and recording, workforce management, speech and data analytics, customer feedback surveys, performance management, eLearning and coaching. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.

VPI is a leading innovator and provider of integrated interaction recording and workforce optimization solutions for enterprises, trading floors, government agencies, and first responders. Through its award-winning suite of solutions, VPI empowers organizations to proactively improve the customer experience, increase workforce performance, ensure compliance, and align tactical and strategic objectives across the enterprise. With the power to be proactive, organizations are equipped to actively identify and maximize opportunities and minimize risk. For more than a decade, VPI has been providing proven technology and superior service to more than 1,000 customers in over 40 countries. This dedication and commitment to excellence has resulted in an unmatched customer loyalty rate of over 90 percent.